Patient Access Priority Engagement Specialist II - Atlanta, United States - Emory Healthcare/Emory University

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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Division Emory Healthcare Inc.

Campus Location Atlanta, GA, 30345

Campus Location US-GA-Atlanta

Department Imaging Scheduling

Job Type PRN / Registry

Job Number

Job Category Clerical & Administrative

Schedule Other

Standard Hours 4 Hours

Emory Healthcare is an Equal Employment Opportunity employer committed to providing equal opportunity in all of its employment practices and decisions.

Emory Healthcare prohibits discrimination, harassment, and retaliation in employment based on race, color, religion, national origin, sex, sexual orientation, gender identity or expression, pregnancy, age (40 and over), disability, citizenship, genetic information, service in the uniformed services, veteran status or any other classification protected by applicable federal, state, or local law.

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