What are the responsibilities and job description for the Patient Access Specialist position at Emory?
Description
JOB DESCRIPTION: Emory Healthcare's Patient Access Specialists provide 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 communication needs through the Patient Access Center. Patient Access Virtual Specialists work closely with patients, families, referring providers, clinical and non-clinical staff to coordinate the patient's holistic healthcare experience at The Emory Clinic. In addition to the below expectations, the successful candidates will have met or exceeded expectations for a period of no less than 6 months, have an outstanding level of expertise, and be willing to serve as a mentor to new Access Associates. Quality Patient Care 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; Ability to engage independent decision-making techniques while performing various job duties simultaneously; Skill in writing concise, grammatically correct correspondence and notes, with strong typing and writing skills for clear messaging. Computer Skills Strong computer skills and comfort with navigating multiple applications simultaneously; Using available tools for accuracy, such as guided scheduling and on line reference guides; Be able to learn new processes, procedures and software programs quickly; 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. Teamwork Ability to work in a fast-paced, energetic environment; Team player, working closely and collegially with co-workers; Work well both independently and as part of a team; Exhibit a high level of self-motivation and goal-orientation. MINIMUM QUALIFICATIONS: High School Diploma preferred; BA/BS preferred. Three (3) years of experience in a customer service, hospitality, sales or large contact center environment. Or six (6) months experience in the Patient Access Associate 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.
