Priority Access Specialist

Overview

Be inspired. Be rewarded. Belong. At Emory Healthcare.

At Emory Healthcare we fuel your professional journey with better benefits, valuable resources, ongoing mentorship and leadership programs for all types of jobs, and a supportive environment that enables you to reach new heights in your career and be what you want to be. We provide:

· Comprehensive health benefits that start day 1

· Student Loan Repayment Assistance & Reimbursement Programs

· Family-focused benefits

· Wellness incentives

Ongoing mentorship, development, leadership programs...and more

Full Time / 40hrs

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. 

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.

ACCOMODATIONS: EHC will provide reasonable accommodations to qualified individuals with disabilities upon request. To request this document in an alternate format or to request a reasonable accommodation, please contact the Office of Diversity, Equity, and Inclusion.”

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.

Additional Details

Supporting a diverse, equitable and inclusive culture.  Emory Healthcare (EHC) is dedicated to providing equal opportunities and access to all individuals regardless of race, color, religion, ethnic or national origin, gender, genetic information, age, disability, sexual orientation, gender identity, gender expression and/or veteran's status. EHC does not discriminate on the basis of any factor stated above or prohibited under applicable law. EHC respects, values, and celebrates the unique perspectives and backgrounds of all individuals. EHC aspires to create an environment of collaboration and true belonging for all our patients and team members.  Emory Healthcare (EHC) is committed to achieving a diverse workforce through equal opportunity and nondiscrimination policy in all aspects of employment including recruitment, hiring, promotions, transfers, discipline, terminations, wage and salary administration, benefits, and training.