Signature Services Liaison

Emory•Atlanta, GA

5d•Onsite

About The Position

We are seeking a Signature Services Liaison to serve as a high-performing ambassador of Emory Healthcare, providing white-glove, concierge-level service to a diverse range of VIP and special constituents, including international patients, high-profile benefactors, professional athletes supported by Emory Sports Medicine, and senior Emory Healthcare leadership and their family members. This role is responsible for delivering a seamless healthcare experience through expert care coordination, proactive communication, and personalized service tailored to each patient's unique needs. Operating as a central liaison between patients, clinical providers, and institutional stakeholders, the Signature Services Liaison bridges clinical care, patient wellness, community engagement, and philanthropic strategy to support Emory Healthcare's mission of excellence in service and outcomes. The Liaison manages the full continuum of care, including complex scheduling, referrals, administrative and cultural accommodations, coordination of non-clinical supports (transportation, lodging, dietary needs, safety/security), and thorough documentation, while maintaining strict adherence to HIPAA and Emory standards.

Requirements

Bachelor's Degree (Business Administration, Healthcare Administration, Public Relations, Communications, or related field preferred)
Minimum 4 years of experience in healthcare, customer service, care coordination, patient advocacy, or related experience.
Superior customer service skillset
Exceptional communication and interpersonal skills
Ability to maintain strict confidentiality and discretion with high-profile clientele
Strong organizational skills and ability to manage multiple high-touch clients simultaneously
Demonstrated emotional intelligence and professionalism in high-pressure or sensitive situations
Working knowledge of patient access operations and cross-functional scheduling practices
Proactive, resourceful, and solutions-oriented mindset

Nice To Haves

Master's Degree in Business, Healthcare Administration, Communications, or related field
8+ years of experience preferred
Concierge, executive service, VIP, or international patient coordination experience preferred
Relationship management experience
Patient cultivation experience
Fluency in medical terminology
Executive-level concierge service experience
Ability to thrive in fast-moving, results-driven environments

Responsibilities

Coordinate complex, multi-specialty scheduling across all Emory Healthcare departments to ensure seamless sequencing of appointments and continuity of care.
Facilitate physician referrals and manage administrative preparations required for high-profile and international patients.
Anticipate logistical barriers and proactively resolve conflicts to maintain an elevated concierge experience.
Conduct proactive rounding for assigned patients in both inpatient and outpatient settings to assess needs, address concerns, and ensure a smooth care journey.
Coordinate real-time service adjustments based on patient feedback, clinical updates, or emerging needs.
Support non-clinical patient needs including transportation, lodging coordination, translation services, dietary accommodations, and safety/security measures when applicable.
Serve as the central communication hub for urgent or escalated patient needs.
Rapidly align providers, clinics, administrative teams, and leadership to remove barriers to care.
Maintain clear, professional communication with patients, families, and internal stakeholders to ensure trust and transparency throughout the care process.
Build and maintain trust-based relationships with VIP patients, international constituents, benefactors, senior leadership, and professional athletes supported by Emory Sports Medicine.
Collaborate across departments to support service excellence, patient satisfaction, and long-term relationship cultivation.
Represent Signature Services in internal meetings and cross-functional initiatives to strengthen enterprise alignment.
Accurately document all patient interactions, service requests, care coordination activities, and stakeholder communications within CRM and applicable systems in accordance with Emory Healthcare protocols.
Ensure documentation supports quality reporting, compliance, and continuous improvement initiatives.
Maintain strict adherence to HIPAA, privacy regulations, and institutional confidentiality standards at all times.
Participate in team huddles and planning meetings to ensure appropriate coverage and preparedness for anticipated patient encounters.
Identify service gaps and implement innovative solutions to enhance the patient experience and operational efficiency.
Elevate barriers to leadership as needed to ensure optimal service delivery and consistent excellence in patient experience.
Additional Duties as Assigned