Senior Service Specialist, Gateway Signature Services

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 Summary:

• The Senior Service Specialist plays a critical role in supporting the Emory Navigator Program, an exclusive, membership-based service that provides select patients, including corporate executives, high-level professionals, and other distinguished individuals uninterrupted access to world-class care, 24 hours a day, 365 days a year.
• As the primary liaison for this high-profile patient population, the Senior Service Specialist ensures that each interaction reflects Emory Healthcare's reputation for excellence, discretion, and personalized attention.
• This position supports patients who have opted into a premier experience, offering seamless navigation across all facets of the Emory system and beyond.
• In this role, the Senior Service Specialist provides elite-level support in communication, care coordination, scheduling, membership conversion, technical support, marketing, and program execution. With a unique blend of operational precision and empathetic service, this individual sets the gold standard for patient experience while maintaining the highest level of confidentiality and professionalism.
• The Navigator population relies on this role to remove barriers to care, anticipate needs, and deliver a concierge-like level of service throughout their healthcare journey.

Primary duties and responsibilities:

• 1. Patient Experience & Customer Service
• 2. Serve as the primary liaison and central point of contact for Navigator members.
• 3. Deliver high-touch, concierge-level service with professionalism and discretion.
• 4. Manage sensitive and complex situations with empathy, authority, and confidentiality.
• 5. Set the gold standard for patient experience and satisfaction.
• 6. Ensure each interaction reflects Emory's commitment to excellence.
• 7. Resolve concerns proactively based on patient feedback.

 

Coordination & Scheduling

1. Expertly schedule ambulatory, diagnostic, and surgical services.

2. Coordinate with physicians, nursing, and administrative staff.

3. Remove barriers to care and ensure seamless transitions across the Emory system.

4. Meticulously manage patient journeys from first contact to follow-up.

 

Membership & Patient Engagement

1. Cultivate relationships with prospective patients and corporate clients.

2. Drive membership growth and manage consultation conversions.

3. Implement acceptance strategies and manage detailed member and prospect databases.

4. Tailor outreach campaigns based on individual preferences and health needs.

 

Administrative & Operations

1. Estimate and collect membership fees and out-of-pocket payments.

2. Confirm insurance benefits and support rejected claim resolutions.

3. Manage fee schedules and vendor payments.

4. Act as a resource for billing, coding, and operational improvements.

 

Marketing and Program Execution

1. Oversee execution of service and wellness promotions.

2. Coordinate seminars and high-impact patient events.

3. Contribute to ongoing quality improvement initiatives and service development.

 

Internal Collaboration

1. Partner with internal teams to improve offerings and patient satisfaction.

2. Identify trends in feedback and implement proactive solutions.

3. Nurture cross-functional relationships with departments, vendors, and referring providers.

4. Participate in strategic planning, team meetings, and staff development.

5. Assist in onboarding and training new team members.

 

Travel: Less than 10% of the time may be required.

Work Type: Onsite employee - working in the office.

 

Minimum Required Qualifications:

Education - High school diploma or equivalent Experience - 4 years in high profile customer service Knowledge, skills, and abilities (required): Exceptional communicator in both oral and written form.

 

Professionalism and discretion in working with special constituent, high visibility patients and clients.

Ability to work in a fast-paced environment Relationship management experience. Superior customer service skillset.

 

Preferred Qualifications Education

- Bachelor's Degree in business or related field Experience

- 6 years in high profile customer service Knowledge, skills, and ability requirements (preferred):

Fluency in medical terminology. CMR experience EMR experience Payment reconciliation experience.

 

PHYSICAL REQUIREMENTS (Medium Max 25lbs): up to 25 lbs., 0-33% of the work day (occasionally) 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 environmental 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.ly assists the Manager in carrying out the vision and intent of the department to provide the coordination of care focused on high-touch, quality communication and follow through for domestic and international special constituent patients. The lead role will serve as an internal resource and must possess a requisite knowledge of best practices and department policies as well as participate in training and onboarding for new employees. In addition, this role will assist with managing and executing department initiatives as well as serving as a department representative in meetings and interactions with external stakeholders and as a direct extension of the manager when necessary and indicated by leadership. This position is designated as the model service specialist representative for high level domestic patients and for international or non-US citizens, receiving care at EHC and will be expected to take on highly sensitive special constituents and/or a higher volume of AE clients. This role will be expected to generate reports from Salesforce as the primary patient database and tracking patient interactions and work with leadership to identify issues and develop solutions. Interacts with special constituents and their families, ensuring they receive high end customer service. Works collaboratively with development officers and other development professionals. Works closely with physicians, allied health staff, and other professionals throughout EHC. Maintains discretion, diplomacy, tact, customer service attitude, and extreme confidentiality.

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.