Patient Access Associate, Call Center

This position supports Emory Clinic outpatient operations with overall schedule coordination for patients and providers, serving as their primary point of contact for all 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 recognizing and reporting access barriers to their immediate supervisor. Successful candidates will exhibit clear, courteous and pleasant communication skills with appropriate usage of grammar, pronunciation and tone. They will exhibit a high level of self-motivation and will be goal oriented; must work well in an interactive team environment. Candidates will be positive, open-minded, and focused on continuous improvement. They must be able to learn new processes, procedures and software programs quickly, while demonstrating attention to detail and accuracy in their daily work. This role requires computer skills and comfort with navigating multiple applications simultaneously. Excellent attendance is required in this position. This position is 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.

MINIMUM QUALIFICATIONS: Education: High School diploma; BA/BS preferred. Twelve 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.

Preferred Qualifications

Bachelors Degree Preferred

Additional Job Details

Successful candidates will exhibit clear, courteous and pleasant communication skills with appropriate usage of grammar, pronunciation and tone. They will exhibit a high level of self-motivation and will be goal oriented; must work well in an interactive team environment. Candidates will be positive, open-minded, and focused on continuous improvement. They must be able to learn new processes, procedures and software programs quickly, while demonstrating attention to detail and accuracy in their daily work.

This role requires computer skills and comfort with navigating multiple applications simultaneously. Excellent attendance is required in this position.