Priority Access Specialist at Emory Healthcare

Tucker, Georgia, United States -

Full Time

Start Date

Immediate

Expiry Date

04 Jun, 26

Salary

0.0

Posted On

06 Mar, 26

Experience

2 year(s) or above

Remote Job

Yes

Telecommute

Yes

Sponsor Visa

Skills

Call Escalations, Quality Performance, Call Handling, Call Volume Monitoring, In the Moment Coaching, Customer Service, Patient Interactions, Team Development

Industry

Hospitals and Health Care

Description

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 8:00a - 5:00p / 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. 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 Emory is an equal opportunity employer, and qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, disability, protected veteran status or other characteristics protected by state or federal law. Emory Healthcare is committed to providing reasonable accommodations to qualified individuals with disabilities upon request. Please contact Emory Healthcare’s Human Resources at careers@emoryhealthcare.org. Please note that one week's advance notice is preferred.

Responsibilities

The Priority Access Specialist acts as a liaison between call center Supervisors and Agents, assisting supervisors with team member growth and development into high-performing brand ambassadors focused on excellent customer service. This role involves monitoring the floor for agents needing assistance, serving as the initial point for call escalations, and coaching agents in real-time to improve performance.