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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

The Priority Access Specialist plays a vital role in the success of Patient Access by delivering exceptional customer service and serving as a key point of contact for patients accessing Emory Healthcare services.

This role supports call center operations by handling inbound inquiries, assisting with scheduling and registration, and ensuring a seamless and positive patient experience. The Priority Access Specialist contributes to a high-performing, patient-centered environment and supports team success through collaboration and adherence to service standards.

RESPONSIBILITIES

Patient Access & Call Center Support

• Handle inbound calls in a high-volume call center environment, providing timely and accurate assistance to patients.

• Schedule appointments, procedures, and follow-up visits across multiple service lines.

• Obtain and verify patient demographic and insurance information for registration and pre-registration.

• Provide patients with clear instructions and information regarding appointments, procedures, and next steps.

Customer Service Excellence

• Deliver professional, courteous, and patient-centered communication in all interactions.

• Utilize effective listening skills to understand patient needs and provide appropriate solutions.

• Ensure all interactions align with Emory Healthcare’s customer service standards.

Escalation & Issue Resolution

• Identify and escalate complex patient concerns to appropriate leadership when necessary.

• Support resolution of patient inquiries with a focus on efficiency and empathy.

Team Collaboration

• Work collaboratively with team members, supervisors, and other departments to support patient access operations.

• Contribute to a positive team environment and support shared goals.

Technology & System Utilization

• Utilize scheduling systems and call center platforms effectively.

• Maintain accuracy and attention to detail when documenting patient information.

• Adapt quickly to new systems, workflows, and process updates.

Performance & Accountability

• Meet established performance metrics, including call quality, productivity, and service standards.

• Maintain consistent attendance and punctuality.

• Demonstrate professionalism and accountability in daily responsibilities.

Additional Responsibilities

• Perform other duties as assigned to support Patient Access operations.

MINIMUM QUALIFICATIONS

Education

High school diploma required.
Bachelor’s degree preferred.

Experience

• Minimum of four (4) years of experience in customer service, hospitality, call center, or sales environment; OR

• Internal candidates must have a minimum of twelve (12) months experience in a Patient Access role and meet performance metrics for advancement.

Knowledge, Skills, and Abilities

• Strong customer service and interpersonal skills.

• Excellent verbal and written communication skills with appropriate tone and professionalism.

• Ability to work in a fast-paced, high-volume call center environment.

• Strong problem-solving and critical thinking skills.

• Attention to detail and strong organizational abilities.

• Ability to quickly learn and adapt to new systems and processes.

• Proficiency in call center and scheduling software.

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.

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 [email protected]. Please note that one week's advance notice is preferred.