Division

Emory Healthcare Inc.

Campus Location

Atlanta, GA, 30345

Campus Location

US-GA-Atlanta

Department

EHI Referral Management

Job Type

Regular Full-Time

Job Number

169908

Job Category

Clerical & Administrative

Schedule

8a-5p

Standard Hours

40 Hours

Hourly Minimum

USD $18.00/Hr.

Hourly Midpoint

USD $21.93/Hr.

Be inspired. Be valued. Belong.

At Emory Healthcare we fuel your professional journey with better benefits, valuable resources, ongoing mentorship and leadership a programs for all types of jobs, and a supportive environment that enables you to reach new heights in your career and be what you want to be. We provide:

• Comprehensive health benefits that start day 1
• Student Loan Repayment Assistance & Reimbursement Programs
• Family-focused benefits
• Wellness incentives
• Ongoing mentorship, development, leadership programs...and more

JOB DESCRIPTION:

• Emory Healthcare's Patient Access Engagement Liaison provides communications support to patients, families and referring providers for healthcare services, promoting a positive patient and family experience as the first impression of our organization.
• This call center position serves as the primary point of contact for all scheduling and communication needs through the Patient Access Center.
• Works closely with patients, families, referring providers, clinical and non-clinical staff to coordinate the patient's holistic healthcare experience at The Emory Clinic.
• In addition to the below expectations, the successful candidates will have met or exceeded expectations for a period of no less than 6 months, have an outstanding level of expertise, and be willing to serve as a mentor to new Patient Access Engagement Liaisons.
• Performs other duties as assigned to meet the goals and objectives of Emory Healthcare.
• Accurately send messages to providers for prescription refills and escalated medical conditions, ensuring timely and clear communication.
• QUALITY PATIENT CARE: Interpersonal skills to interact with the public in a high-volume call center setting, including perceptive listening skills to identify the concerns and take appropriate actions with patients who may express emotions including fear and frustration; Ability to handle challenging situations with professionalism.
• Skilled in speaking clearly using appropriate vocabulary and grammar to obtain and convey information to individuals at various organization levels; Ability to engage independent decision-making techniques while performing various job duties simultaneously; Skill in writing concise, grammatically correct correspondence and notes, with strong typing and writing skills for clear messaging.
• COMPUTER SKILLS: Strong computer skills and comfort with navigating multiple applications simultaneously; Using available tools for accuracy, such as guided scheduling and online reference guides; Be able to learn new processes, procedures and software programs quickly; Effectively use resources to provide the right response to callers with quick thinking and a calm manner.
• ADHERENCE: Demonstrated ability to adhere to policies and procedures with flexibility and adaptability to frequently changing procedures; Excellent attendance and timeliness.
• Adhere to all healthcare regulations and standards, including HIPAA, to ensure the privacy and security of patient information at all times.
• TEAMWORK: Ability to work in a fast-paced, energetic environment; Team player, working closely and collegially with co-workers; Work well both independently and as part of a team; Exhibit a high level of self-motivation and goal-orientation. Work well with clinical staff, and other healthcare providers to ensure that patients receive timely and coordinated care.

KEY RESPONSIBILITIES:

• Schedules patient appointments across multiple sections/skills. - Verifies patient insurance coverage and provides appointment information - Provides exceptional customer service by actively listening and answering patient inquiries, resolving issues, and educating patients on provider locations.
• Accurately input patient information into the electronic health record (EHR) system, ensuring compliance with data entry standards.
• Maintain patient confidentiality in accordance with HIPAA regulations.
• Accurately send messages to providers for prescription refills and escalated medical conditions, ensuring timely and clear communication.

MINIMUM QUALIFICATIONS:

• High School Diploma preferred; BA/BS preferred.
• One (1) year of experience in a customer service, hospitality, sales or large contact center environment is preferred.
• ADDITIONAL REQUIREMENTS: Must be able to maintain quality score requirements, productivity with adherence to established guidelines. This role requires the ability to assist in all registration aspects, schedule in multiple sections/skills, and navigate multiple applications effectively. Strong computer, writing, and customer service skills are essential.
• Candidates must also participate in ongoing training and cross-training to enhance skills and knowledge relevant to the role, ensuring patient satisfaction and consistently meeting business needs. Additionally, applicants may be required to work various scheduled hours/shifts, including evenings, nights, weekends, and holidays to support the needs of the business to ensure excellent patient care.

PHYSICAL REQUIREMENTS: (MediumMax 25lbs): up to 25 lbs, 0-33% of the work day (occasionally); 11-25 lbs, 34-66% of the workday (frequently); 01-10 lbs, 67-100% of the workday (constantly); Lifting 25 lbs max; Carrying of objects up to 25 lbs; Occasional to frequent standing & walking, Occasional sitting, Close eye work (computers, typing, reading, writing), Physical demands may vary depending on assigned work area and work tasks.

ENVIRONMENTAL FACTORS: Factors affecting environment conditions may vary depending on the assigned work area and tasks. Environmental exposures include, but are not limited to: Blood-borne pathogen exposure Bio-hazardous waste, Chemicals/gases/fumes/vapors Communicable diseases Electrical shock , Floor Surfaces, Hot/Cold Temperatures, Indoor/Outdoor conditions, Latex, Lighting, Patient care/handling injuries, Radiation, Shift work, Travel may be required. Use of personal protective equipment, including respirators, environmental conditions may vary depending on assigned work area and work tasks.

Emory is an equal opportunity employer, and qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, disability, protected veteran status or other characteristics protected by state or federal law.

Emory Healthcare is committed to providing reasonable accommodations to qualified individuals with disabilities upon request. Please contact Emory Healthcare’s Human Resources at careers@emoryhealthcare.org. Please note that one week's advance notice is preferred.

Sorry the Share function is not working properly at this moment. Please refresh the page and try again later.

Share on your newsfeed

Not ready to apply? Connect with us for general consideration!