Job title: Patient Access / Customer Service – Operator Services
Company: Emory Healthcare
Job description: DescriptionJOB 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.
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.Additional DetailsEmory Healthcare (EHC) is dedicated to providing equal opportunities and access to all individuals regardless of race, color, religion, ethnic or national origin, gender, genetic information, age, disability, sexual orientation, gender identity, gender expression and/or veteran’s status. EHC does not discriminate on the basis of any factor stated above or prohibited under applicable law. EHC respects, values, and celebrates the unique perspectives and backgrounds of all individuals. EHC aspires to create an environment of collaboration and true belonging for all our patients and team members. Emory Healthcare (EHC) is committed to achieving a diverse workforce through equal opportunity and nondiscrimination policy in all aspects of employment including recruitment, hiring, promotions, transfers, discipline, terminations, wage and salary administration, benefits, and training.
Expected salary: $16.1 per hour
Location: Atlanta, GA
Job date: Sun, 20 Apr 2025 07:01:54 GMT
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