Overview

At Emory Healthcare, we integrate science and caring to change the face of health care. Our team members are courageous individuals who are willing to challenge the status quo and help find solutions to complex problems. We’re empowered to influence change for, and with, our patients, their families, the community and each other.

As one of the leading academic medical systems, we’re eager to share what we learn with hospitals around the country, and the world. We’ve got the backing, knowledge, experience and permission to lead the way in developing new and better approaches to preventing and treating disease, and our patients get treatments years before anyone else.

We’re defining a new standard of care for humankind. Are YOU ready to join us?

Shift hours for this position is listed below. Remote position after training period.

8a-5p Mon. - Fri. Training / 7a-8p After Training / 8a-5p Saturday / 10a-3p Sunday

Description

JOB DESCRIPTION:

• Promoting a positive patient and family experience and maintaining the image of Emory Healthcare.
• Monitoring access issues with provider schedules that affect patient satisfaction, and communicating issues to team leader.
• Using available tools for accuracy, such as guided scheduling and on line reference guides
• Interpersonal skills to interact with the public in a high-volume call center setting, including perceptive listening skills to identify the concerns and take appropriate actions with patients who may express emotions including fear and frustration.
• Skill in speaking clearly using appropriate vocabulary and grammar to obtain and convey information to individuals at various organization levels.
• Accurately verifying patient demographics and insurance coverage.
• Performing general scheduling, registration, messaging and customer service duties.
• Answering phones efficiently, providing timely and courteous access to the system
• Effectively use resources to provide the right response to callers with quick thinking and a calm manner
• Demonstrated ability to adhere to policies and procedures with flexibility and adaptability to frequently changing procedures.
• Excellent attendance and timeliness.
• It is expected that employees be at work on time for work (based on assigned shift and team needs).
• Agents should be logged in to take calls promptly at the start of their shift and may be asked to stay beyond their shift if additional calls are still waiting in queue
• Be able to learn new processes, procedures and software programs quickly.
• Demonstrate strong attention to detail and accuracy in daily work.
• Skill in writing concise, grammatically correct correspondence and notes, with strong typing and writing skills for clear messaging.
• Strong computer skills and comfort with navigating multiple applications simultaneously.
• Accurately verifying patient demographics and insurance coverage.
• Performing general scheduling, registration, messaging and customer service duties.
• Answering phones efficiently, providing timely and courteous access to the system
• Proactively monitoring and responding to communication requests on work queues.
• Using available tools for accuracy, such as guided scheduling and on line reference guides
• Team player, working closely and collegially with co-workers.
• Exhibit a high level of self-motivation and goal-orientation.
• Work well both independently and as part of a team.
• Be positive, open-minded and focused on continuous improvement
• Problem-solving ability and demonstrated initiative and responsibility.
• Effectively use resources to provide the right response to callers with quick thinking and a calm manner.
• Ability to engage independent decision-making techniques while performing various job duties simultaneously.

MINIMUM QUALIFICATIONS:

• High School diploma or equivalent preferred.
• Twelve (12) months experience in a customer service, hospitality, sales or large contact center environment.

Additional Details

PHYSICAL REQUIREMENTS: (Sedentary); 1-10 lbs., 0-33% of the work day (occasionally); Negligible 34-66% of the workday (frequently); Negligible 67-100% of the workday (constantly); Lifting 10 lbs. max; Carrying of small articles such as dockets, ledgers, files, small tools; Occasional standing & walking; Frequent sitting Close eye work (computers, typing, reading, writing) Physical demands may vary depending on assigned work area and work tasks. ENVIRONMENTTAL 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.