Patient Access Associate

Overview

Be inspired.  Be rewarded. 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, and leadership programs  
• And more

Description

JOB DESCRIPTION:

 

Emory Healthcare's Patient Access Associates provides 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 communications needs, as well as provides 24/7/365 directory assistance, paging, after-hours and messaging services to all staff and the general public. Patient Access Associates work closely with patients, families, referring providers, clinical and non-clinical staff to coordinate the patient's holistic healthcare experience at Emory Healthcare. Additionally, there is an optional path for the Patient Access Associate, which encompasses the aforementioned duties as well as emergency code processing for all Emory Healthcare providers and clinical and non-clinical staff.

 

• 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.
• 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.

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