Patient Access Priority Engagement Specialist Lead

Job Title

Patient Access Priority Engagement Specialist, Lead

Job Description

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

Job Requirements

• The function of the Patient Access Priority Engagement Specialist, Lead is responsible for the coordination, communication, and training of the patient access teams for Emory Hospitals in conjunction with the training team.
• Assists (Supervisor/Manager) to define duties and responsibilities of staff; assigns work, monitors progress of work, and ensures timely completion of assigned tasks.
• The Lead provides continuity during the initial and ongoing training of employees throughout the patient access teams for Emory Hospitals.
• Provides ongoing performance feedback, addresses problems to new and existing employees.
• Assists with departmental workflow as needed, ensures timely registrations by staff, and cross-trains in other Access Departments and Facilities.
• Maintains thorough understanding of insurance, registration, scheduling, referrals, authorizations, and account follow-up. Identifies, handles, and notifies leadership of issues and initiates appropriate action for resolution.
• Serves as point person for employee questions.
• Coordinates and/or leads team huddles, meetings and coordinates workflow.
• Reviews and monitors reports and identifies trends.
• Obtains demographic and insurance information for preregistration/registration on all patients.
• Schedules procedures/follow up appointments.
• Ensures and reviews all demographic data for hospital visits.
• Cross-trains in other Access Departments and Facilities.
• Schedules procedures/follow up appointments in Epic.
• Provides patients with exam information.
• Familiar with Advance Beneficiary Notice, precertification, ICD-10 coding, Medical Terminology.
• Communicates with Physician Offices, Staff, and other departments.
• Position requires self-motivated individual who can handle high patient volumes and fast pace.
• Maintains thorough understanding of insurance, registration, scheduling, referrals, authorizations, and account follow-up.
• Maintains knowledge of departmental applications and other systems utilized by Patient Access.
• Works cooperatively with the Patient Access Leadership, other patient access representatives and leadership from other departments.
• Performs other duties as assigned to meet the goals and objectives of Emory Healthcare.

Additional Key Responsibilities

Lead, mentor, and support call center agents to ensure adherence to policies, procedures, and best practices.

Handles complex patient inquiries and escalated calls, resolving issues with empathy and efficiency.

Assist with onboarding and training sessions for new hires and ongoing training for current team members.

Promotes skill-building and retention for current team members to increase sense of belonging.

Foster a positive work environment through engagement, team-building activities and communication.

Partner with supervisors and leadership team to implement process improvements and address operational challenges.

Assist with maintaining key performance indicators (KPIs) such as call volume, average handling time and quality.

Minimum Requirements

• A Bachelors degree is preferred.
• A minimum of two years of experience in healthcare, customer service, or a related field required.
• Candidates should possess a working knowledge of medical terminology, ICD-9/10, and CPT-4 basics.
• The role requires strong attention to detail, effective communication skills, leadership abilities, and proficiency in problem-solving, interpersonal interactions, organizational and customer service skills.
• Must be able to manage multiple priorities, and proficient in scheduling and call center software. Preferred qualifications include knowledge and proficiency in Patient Access call center duties and workflows.

Additional Requirements

• Proficient in scheduling all appointments, demonstrates knowledge of contact center operations, demonstrate leadership characteristics, leadership courses including and individual development plan (IDP), Call center school (supervisor curriculum).
• Additionally, applicants may be required to work various scheduled hours/shifts, including evenings, nights, weekends, and holidays to support the needs of the operation to ensure excellent patient care.

Physical Requirements

Physical requirements may vary depending on assigned work area and work tasks. (Medium/Max 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

Environmental factors affecting 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.