Priority Access Specialist

Overview: At Emory Healthcare, we integrate science and caring to change the face of health care. Our team members are courageous individuals who are willing to challenge the status quo and help find solutions to complex problems. We’re empowered to influence change for, and with, our patients, their families, the community and each other.

As one of the leading academic medical systems, we’re eager to share what we learn with hospitals around the country, and the world. We’ve got the backing, knowledge, experience and permission to lead the way in developing new and better approaches to preventing and treating disease, and our patients get treatments years before anyone else.

We’re defining a new standard of care for humankind. Are YOU ready to join us?Description: JOB DESCRIPTION:

• Emory Healthcares Priority Access Specialists play a vital role in the success of Patient Access.
• This role is the link between the call center Supervisors and Agents.
• The overall function of the Team lead is to assist supervisor(s) with the growth and development of team members into patient-centered, high-performing brand ambassadors focused on the delivery of excellent customer service in all patient interactions.
• Assist Supervisor: Monitor `the floor' to listen/watch for PAAs who may need assistance; including quality performance, call handling issues, observing call volume, etc; Serve as Initial point for call escalations. Track all escalations received.
• (Date, PAA, MRN, Outcome).
• Takes initiative to coach in the moment to assist PAAs in handling potential escalations and for improved performance on escalated calls.
• Provide Quality Patient Care: Mondays the Lead is expected to take calls all day and any other day/time as needed; and Deliver clear, courteous and pleasant verbal and written communication skills with appropriate grammar, pronunciation and tone.
• Team Player: Interpersonal skills to interact with the Patient Access Associates and Specialists with perceptive listening skills to identify the concerns and take appropriate actions with employees who may need help or are feeling frustrated.
• Excellent Use of Technology: Be able to learn new processes, procedures and software programs quickly; and Demonstrate strong attention to detail and accuracy in daily work.
• Adherence: Excellent attendance and Timeliness; and ability to lead by example with all of the behaviors displayed on a daily basis.

MINIMUM QUALIFICATIONS:

• High School Diploma; BA/BS preferred.
• At least 4 years of experience in a customer service, hospitality, call center or sales environment Or 12 months experience in the Patient Access Specialist role and eligible for internal advancement; meets defined call center metrics for progression.

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.