Patient Access Engagement Specialist

4 days ago

Atlanta, Georgia, United States Emory Healthcare Full time
Job Summary

We are seeking a highly skilled Patient Access Engagement Specialist to join our team at Emory Healthcare. This role will be responsible for providing exceptional customer service to patients and physician offices, while ensuring accurate and timely scheduling of appointments.

Key Responsibilities
  • Act as a first point of contact for patients and physician offices, providing information and assistance with scheduling appointments.
  • Answer inbound calls in a high-volume call center environment, providing exceptional customer service and positive attitude at all times.
  • Enter patient demographic, medical, and financial information accurately into the Cerner Millennium Scheduling Epic system.
  • Maintain a basic understanding of insurance, pre-certification, and referrals, and perform scheduling functions in accordance with policies and procedures.
  • Responsible for the scheduling, rescheduling, and cancellation of outpatient and procedure appointments, including radiology, laboratory, cardiopulmonary, sleep center, rehab services, outpatient services, and dietitian services.
  • Maintain good working relationships with physician offices and fellow colleagues within the hospital.
  • Ensure confidentiality of patient information.
  • Communicate and coordinate with other work units and hospital departments to facilitate accurate and complete registrations/scheduling.
  • Remain current with outpatient procedure knowledge and provide clinical prep instructions to callers as needed.
  • Provide timely responses to all inquiries regarding patient accounts.
  • Make outbound calls to schedule patients and assist with the management of physician orders.
  • Maintain acceptable productivity standards in a high-volume call center environment.
  • Actively participate in process improvement by sharing thoughts and ideas in a constructive manner.
Requirements
  • Minimum 6 months to one year of medical office experience, scheduling environment, or call center required.
  • AS/BS degree in Business Administration, Healthcare, or medical office experience, scheduling environment, or call center preferred.
  • Demonstrated key competencies, knowledge, and proficiency of Patient Access Engagement Liaison II duties and workflow.
  • Quality scores within expected range as outlined.
  • No performance or disciplinary issues.
Additional Requirements
  • Complete training exams with a passing score.
  • Proficient in 15 sections/skills.
  • Maintain quality scores of 85% or above.
  • Schedule adherence within established guidelines.
  • Proficient in all registration aspects.
  • Ability to navigate multiple applications.
  • Strong computer, writing, and customer service skills.
Physical Requirements

Medium (up to 25lbs): up to 25lbs, 0-33% of the workday (occasionally); 11-25lbs, 34-66% of the workday (frequently); 1-10lbs, 67-100% of the workday (constantly); Lifting 25lbs max; Carrying of objects up to 25lbs; Occasional to frequent standing and 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.

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