Jobs

    patient access priority engagement specialist ii - Atlanta, GA , USA, United States - Emory Healthcare

    Emory Healthcare
    Emory Healthcare Atlanta, GA , USA, United States

    4 days ago

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    Description

    JOB REQUIREMENTS:

    • Responsible for maintaining and monitoring the scheduling guidelines and protocols across multiple sections.
    • May participate in special projects as directed by supervisor or other leadership.
    • Participates in clinic-wide access improvement initiatives.
    • Coordinates training and onboarding of new team members.
    • May perform quality assurance functions and duties.
    • May oversee distribution of work queues and assignments.
    • Monitors team metrics and distributes relevant reports.
    • Serves as functional backup for updates to Workforce Management systems.
    • Must complete Workforce Management systems training within the first 3 months of role (Verint, Blue Pumpkin, Avaya).
    • This position is responsible for multidisciplinary scheduling functions and plays an essential role in facilitating expedient access for employees and internally referred patients within the Emory Healthcare Network.
    • Flexibility and adaptability are required in this position, as duties and responsibilities may vary from day to day.
    • Candidates must be able to work well in an ambiguous learn new processes and procedures quickly.
    • The Patient Access Priority Engagement Specialist ll coordinates and works with administrative and clinical staff across multiple departments to improve the internal access experience.
    • This role also preforms outbound work and proactively responds to multiple work queues simultaneously.
    • Candidates will exhibit exceptional interpersonal and communication skills with an ability to build and maintain strong working relationships with clinical and administrative staff across multiple departments.
    • Actively monitors provider appointment utilization and ensures priority access standards are met.
    • As identified, reports any access barriers to leadership.
    • Actively monitors team metrics and distributes relevant reports.
    • Effectively coordinates escalations and scheduling of high acuity patients based on the recommendation of the referring provider.
    • Serves as a backup agent for other sections in event of staffing shortages, scheduled time off, and short notice absences.
    • May play a key role in patient satisfaction initiatives within the department by participating in patient satisfaction related process improvement activities as well as providing a high quality contact experience for the patient with every call.
    • Accurately verifies patient demographics and insurance coverage.
    • Delivers exemplary service experience for internal staff, patients and employees in an effort to streamline the internal referral process.
    • Builds and maintains strong working relationships with administrative and clinical staff across the Emory Healthcare Network.

    MINIMUM QUALIFICATIONS:

    • Bachelors degree preferred in related field and at least 1 years of experience in a customer service, hospitality, call center or sales environment.
    • Demonstrated key competencies, knowledge & proficiency of Patient Access Priority Engagement Specialist duties and workflow.
    • Quality Scores within expected range as outlined.
    • No performance or disciplinary issues.
    • Annual Evaluation rating at least meeting.
    *ADDITIONAL REQUIREMENTS: Complete training exams with a passing score, proficient in 24 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/Max 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.
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