Patient Arrival Specialist

Overview

Be inspired. Be valued. 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, leadership programs
• And more

Description

The Patient Arrival Specialist serves as the first point of contact for patients, guests, and visitors entering Emory Healthcare facilities. This role is responsible for creating a welcoming environment and ensuring a positive and efficient arrival experience for patients and their families.

The specialist supports the patient check-in process, assists with administrative tasks, and collaborates with clinical and operational teams to ensure patients receive timely and supportive service. This role requires strong communication, problem-solving, and customer service skills to address patient needs and ensure a seamless experience.

Individuals in this position are expected to exemplify Emory Healthcare’s customer service standards while supporting operational efficiency and patient satisfaction.

RESPONSIBILITIES:

Patient Welcome and Experience

• Greet all patients, guests, and employees entering the facility with a warm and professional demeanor.
• Welcome patients and visitors in accordance with Emory Healthcare’s customer service standards to create a positive environment.
• Serve as the first point of contact and provide guidance to patients and visitors upon arrival.
• Conduct proactive patient rounding in waiting areas to ensure comfort and address immediate needs.

Patient Check-In and Registration

• Assist patients with the check-in process, including navigating online applications and troubleshooting basic technical issues.
• Confirm and update patient demographic information during registration.
• Update insurance information and ensure accurate patient records.
• Schedule appointments and assist with referrals when necessary.
• Collect copayments and ensure proper documentation of transactions.

Communication and Service Recovery

• Communicate effectively with patients, families, and staff to address questions, concerns, or issues.
• Provide service recovery when patient concerns arise and escalate issues to leadership when appropriate.
• Maintain clear and professional communication with internal departments to support patient care and operational efficiency.

Facility Support and Environment

• Maintain a clean and organized environment in entrances, waiting rooms, and designated work areas.
• Ensure supplies are stocked and available as needed.
• Support operational needs by floating or traveling to other locations or departments as required.

Additional Duties

• Perform additional responsibilities as assigned to support patient access and departmental operations.

Required Competencies

• Welcoming demeanor that creates a positive first impression for patients and visitors.
• Demonstrated empathy and compassion when interacting with patients and their families.
• Strong customer service mindset focused on meeting patient needs.
• Critical thinking skills to assess situations and resolve issues quickly.
• Ability to remain professional and composed in fast-paced environments.

MINIMUM QUALIFICATIONS

• High school diploma, GED, or equivalent required.
• Must be at least 18 years of age and authorized to work in the United States.
• Proficiency in English with strong written and verbal communication skills.
• Strong interpersonal skills and the ability to collaborate in a team environment.
• Basic digital literacy and the ability to navigate computer systems and software applications.
• Ability to quickly learn new processes, procedures, and software systems while maintaining attention to detail and accuracy.
• Successful completion of required software training upon hire.
• Demonstrated reliability with strong attendance and punctuality.

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 careers@emoryhealthcare.org. Please note that one week's advance notice is preferred.