Patient Access Priority Engagement Specialist

Emory Healthcare Job Opportunity

Be inspired. Be rewarded. Belong. At Emory Healthcare.

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, and leadership programs
• And more

Job Description

JOB SUMMARY:

• Responsible for maintaining and monitoring the scheduling guidelines and protocols across multiple sections. May participate in special projects as directed by supervisor or other leadership. Participates in clinic-wide access improvement initiatives.
• Coordinates training and onboarding of new team members.
• May perform quality assurance functions and duties. May oversee distribution of work queues and assignments.
• Monitors team metrics and distributes relevant reports.
• Serves as functional backup for updates to Workforce Management systems.
• Must complete Workforce Management systems training within the first 3 months of role (Verint, Blue Pumpkin, Avaya).
• This position is responsible for multidisciplinary scheduling functions and plays an essential role in facilitating expedient access for employees and internally referred patients within the Emory Healthcare Network.
• Flexibility and adaptability are required in this position, as duties and responsibilities may vary from day to day.
• Candidates must be able to work well in an ambiguous environment and learn new processes and procedures quickly.
• The Patient Access Priority Engagement Specialist coordinates and works with administrative and clinical staff across multiple departments to improve the internal access experience.
• This role also preforms outbound work and proactively responds to multiple work queues simultaneously.
• Candidates will exhibit exceptional interpersonal and communication skills with an ability to build and maintain strong working relationships with clinical and administrative staff across multiple departments.
• Actively monitors provider appointment utilization and ensures priority access standards are met.
• Reports any access barriers to leadership when identified.
• Actively monitors team metrics and distributes relevant reports.
• Effectively coordinates escalations and scheduling of high acuity patients based on the recommendation of the referring provider.
• Serves as a backup agent for other sections in event of staffing shortages, scheduled time off, and short notice absences.
• May play a key role in patient satisfaction initiatives within the department by participating in patient satisfaction related process improvement activities as well as providing a high-quality contact experience for the patient with every call.
• Accurately verifies patient demographics and insurance coverage.
• Delivers exemplary service experience for internal staff, patients and employees in an effort to streamline the internal referral process.
• Builds and maintains strong working relationships with administrative and clinical staff across the Emory Healthcare Network.
• Performs other duties as assigned to meet the goals and objectives of Emory Healthcare.

KEY RESPONSIBILITIES :

• Collaborate with hospital departments and imaging services to coordinate appointments, ensuring efficient resource use and streamlined patient care.
• Apply meticulous attention to detail in managing complex scheduling aspects, adhering to imaging protocols, and coordinating with radiologists.
• Utilize advanced medical knowledge to navigate the complexities of MRI, NM, and PET scheduling, ensuring accuracy and minimizing rescheduling or delays.
• Coordinate multiple imaging modalities as needed to provide comprehensive patient care across various imaging services.
• Partner with radiologists, technologists, and other healthcare professionals to ensure timely and accurate imaging services for patients.
• Schedule interventional radiology procedures, including pre-procedure appointments, ensuring all steps are properly coordinated and patients are fully prepared.
• Manage scheduling for complex imaging studies and interventional radiology procedures, requiring an in-depth understanding of specific protocols and requirements.
• Collaborate closely with physician clinics, hospital departments, and imaging teams to ensure seamless coordination of patient care, reducing delays and ensuring resource availability.
• Leverage critical thinking skills to address scheduling challenges and enhance patient care and operational efficiency.
• Efficiently manage multiple tasks while maintaining high attention to detail, ensuring accurate and timely scheduling.

MINIMUM QUALIFICATIONS:

• Education: A Bachelors degree in a related field is preferred.
• Experience: A minimum of 1 year of experience in a customer service, hospitality, call center, or sales environment required.
• Preferred candidates will have knowledge and experience in imaging scheduling, including but not limited to mammography, bone density, ultrasound, general diagnostic, MRI, computed tomography (CT), nuclear medicine, and positron emission tomography (PET).

ADDITIONAL REQUIREMENTS:

• Preferred experience in imaging scheduling, including but not limited to interventional radiology (IR), respiratory, nutrition, cardiology (ECHO), cardiac catheterization, electrophysiology (EP), surgery, and vascular.
• Candidates must adhere to scheduling guidelines, quality scores and demonstrate proficiency in all registration aspects.
• The ability to navigate multiple applications, along with strong computer, writing, and customer service skills, is essential.
• Participation in ongoing training and cross-training is required to continuously enhance skills and knowledge relevant to the role, ensuring patient satisfaction.
• Additionally, applicants may be required to work various scheduled hours/shifts, including evenings, nights, weekends, and holidays to support the needs of the operations to ensure excellent patient care.

PHYSICAL REQUIREMENTS (Medium Max 25lbs): up to 25 lbs., 0-33% of the work day (occasionally) 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.