Overview
Be inspired. Be valued. Belong. At Emory Healthcare, we fuel your professional journey with better benefits, valuable resources, ongoing mentorship, and leadership 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
Description
The Patient Access Engagement Liaison provides communication and scheduling support to patients, families, and referring providers seeking healthcare services at Emory Healthcare. Serving as a primary point of contact within the Patient Access Center, this call center-based role promotes a positive patient and family experience while coordinating scheduling and communication needs across The Emory Clinic. This role collaborates closely with patients, families, referring providers, and both clinical and non-clinical staff to ensure a coordinated and seamless healthcare experience.
Successful candidates demonstrate strong communication skills, professionalism in high-volume environments, and a commitment to delivering exceptional customer service. In addition to meeting performance expectations, individuals in this role are expected to demonstrate expertise after a minimum of six months and serve as mentors to new Patient Access Engagement Liaisons. Performs other duties as assigned to support the goals and objectives of Emory Healthcare.
Responsibilities
- Patient Scheduling and Coordination:
- Schedule patient appointments across multiple specialties and service areas.
- Verify patient insurance coverage and provide appointment-related information.
- Coordinate scheduling requests from patients, families, and referring providers.
- Support various registration and scheduling functions within the Patient Access Center.
- Patient Communication and Customer Service:
- Provide exceptional customer service by actively listening, addressing patient concerns, and resolving issues in a professional manner.
- Educate patients on provider locations, services, and appointment preparation.
- Communicate effectively with patients experiencing emotional or stressful situations, demonstrating empathy and professionalism.
- Provider Messaging and Care Coordination:
- Accurately send messages to providers for prescription refill requests and escalated medical conditions.
- Ensure timely and clear communication between patients and clinical teams.
- Work closely with clinical and operational staff to ensure coordinated patient care.
- Data Entry and Documentation:
- Accurately enter patient information into the electronic health record (EHR) system while maintaining compliance with documentation standards.
- Ensure all patient information is updated and recorded correctly.
- Compliance and Confidentiality:
- Maintain patient confidentiality and adhere to all healthcare regulations, including HIPAA.
- Follow established organizational policies and procedures.
Core Competencies
- Quality Patient Care:
- Demonstrate strong interpersonal and listening skills in a high-volume call center environment.
- Effectively identify patient concerns and respond appropriately.
- Maintain professionalism when addressing challenging or emotionally sensitive situations.
- Communicate clearly and professionally using appropriate vocabulary and grammar.
- Technical and Computer Skills:
- Navigate multiple computer applications and systems simultaneously.
- Utilize scheduling tools, reference guides, and online resources for accuracy.
- Quickly learn new systems, processes, and technologies.
- Policy Adherence:
- Follow departmental and organizational policies and procedures.
- Demonstrate flexibility and adaptability in a dynamic work environment.
- Maintain strong attendance and punctuality.
- Teamwork and Collaboration:
- Work effectively in a fast-paced and team-oriented environment.
- Collaborate with colleagues, clinical teams, and operational staff.
- Demonstrate initiative, accountability, and goal-oriented performance.
Minimum Qualifications
- High school diploma or equivalent preferred.
- Bachelor's degree preferred.
- One (1) year of experience in customer service, hospitality, sales, or a large contact center environment preferred.
Additional Requirements
- Must maintain required quality scores, productivity metrics, and adherence standards.
- Ability to assist with all registration-related responsibilities and scheduling functions across multiple specialties or service areas.
- Strong computer, writing, and customer service skills required.
- Ability to navigate multiple applications simultaneously.
- Participate in ongoing training and cross-training to maintain knowledge of processes and systems.
- Flexibility to work various shifts including evenings, nights, weekends, and holidays to meet operational needs and 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 Details
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 weeks advance notice is preferred.