• Job Description

  Req#: 106676

  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?

  Varied Shifts

  Description

  JOB DESCRIPTION:

  • Emory Healthcare's Patient Access Associates provide 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.
  • Patient Access Associates work closely with patients, families, referring providers, clinical and non-clinical staff to coordinate the patient's holistic healthcare experience at The Emory Clinic.
  • Patient Care/Service Quality/Communication 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 Adherence 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.
  • Computer Skills/Data Entry 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.
  • Teamwork 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.
  • Decision Making 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.

  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.

• About the company

  Emory Healthcare, part of Emory University, is the most extensive health care system in Georgia. We are made up of 11 hospitals, the Emory Clinic, and more than 250 provider locations. The Emory Healthcare Network, established in 2011, is the largest clinically integrated network in Georgia, with more than 2,800 physicians concentrating in 70 different subspecialties.

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