Emory Healthcare/Emory University Patient Access Spec - LGR in LaGrange, Georgia
This position requires the candidate to be a team player who possesses exceptional customer service and problem solving skills.
Acts as a key liaison for the patient and family, working with both administrative and clinical staff to improve overall access experience.
Builds and maintains strong working relationships with clinical care teams.
Proactively performs outbound call work and other related special projects.
Actively monitors provider appointment utilization.
Actively monitors adherence to Emory Clinic access standards.
Coordinates escalations regarding appointment lag time (when patients cannot be scheduled within the access standards).
As identified, develops or coordinates resolution to access barriers.
May train and shadow new team members.
Supports the Emory Clinic outpatient operations with overall schedule coordination for patients and providers, serving as their primary point of contact for all customer scheduling needs through the appointing center.
The position works with patients, families, providers, clinical and non-clinical staff to coordinate the patient's experience throughout the process of accessing healthcare at Emory Clinic.
This position is also involved in resolving issues related to accessing provider schedules.
This position is also a key contributor to 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.
This position also has a direct effect on two Press Ganey metrics; ease of scheduling appointment and ease of getting clinic on the phone. Accurately verify patient demographics and insurance coverage. Perform general scheduling, registration and customer service duties, answer telephones, make appointments, monitor access issues with provider schedules that affect patient satisfaction, and communicate issues to team leader.
Perform general patient account management duties and transfer calls accordingly.
May also monitor and respond to work queues.
Monitor provider schedules to ensure maximum utilization.
High School Diploma; BA/BS preferred.
Three (3) years of experience in a customer service, hospitality, sales or large contact center environment.
Or six (6) months experience in the Patient Access Associate role and eligible for internal advancement; meets defined call center metrics for progression.
PHYSICAL REQUIREMENTS: (Light); 11-20 lbs ,0-33% of the workday (occasionally); 01-10 lbs 34-66% of the workday (frequently) Negligible 67-100% of the workday (constantly), Lifting 20 lbs max, Carrying of objects up to 10 lbs, Occasional to frequent standing & walking; Occasional to frequent 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.
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Division The Emory Clinic
Campus Location LaGrange, GA, 30240
Campus Location US-GA-LaGrange
Department TEC Patient Access
Job Type Regular Full-Time
Job Number 70297
Job Category Clerical & Administrative
Standard Hours 40 Hours
Emory Healthcare is an Equal Employment Opportunity employer committed to providing equal opportunity in all of its employment practices and decisions. Emory Healthcare prohibits discrimination, harassment, and retaliation in employment based on race, color, religion, national origin, sex, sexual orientation, gender identity or expression, pregnancy, age (40 and over), disability, citizenship, genetic information, service in the uniformed services, veteran status or any other classification protected by applicable federal, state, or local law.
Emory Healthcare/Emory University
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