Patient Access Engagement Liaison

Job Title

Emory Healthcare's Patient Access Engagement Liaison

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.

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 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 View email address on click.appcast.io. Please note that one week's advance notice is preferred.