Service Specialist at Emory Healthcare

Atlanta, Georgia, United States -

Full Time

Start Date

Immediate

Expiry Date

23 Apr, 26

Salary

0.0

Posted On

23 Jan, 26

Experience

2 year(s) or above

Remote Job

Yes

Telecommute

Yes

Sponsor Visa

Skills

Patient Communication, Care Coordination, Customer Service, Scheduling, Relationship Management, Interpersonal Skills, Marketing Support, Administrative Oversight, Data Analysis, Revenue Cycle Functions, Healthcare Administration, Consultation Conversion, Team Collaboration, Problem Solving, Training, Database Management

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, and leadership programs And more Description Job Summary: This role serves as the primary liaison for prospective and current patients and eligible executives. The incumbent is responsible for providing exceptional communication, care coordination, marketing support, and administrative oversight to ensure a seamless, high-quality experience across the Emory Healthcare system and beyond. Primary duties and responsibilities: Patient Communication & Coordination Serves as main liaison for prospective and existing patients, eligible executives, and their families. Coordinates care from initial consultation to post-service follow-up. Works closely with clinical teams (nursing, physicians, navigators) to secure timely appointments and coordinate inbasket messaging and calls. Applies high-level interpersonal skills to ensure smooth care transitions and resolve patient concerns. Serves as a role model for gold-standard customer service. Participates in and supports section-level improvement initiatives to raise satisfaction scores. Investigates and resolves complaints, collaborating with clinic leadership on continuous improvement. Scheduling Expertly schedules Executive Health program appointments across the Emory system. Develops and oversees internal systems to manage patient tracking, communications, and referral follow-ups. Coordinates flow of care and monitors satisfaction touchpoints to enhance the patient experience. Patient Engagement and Development Converts consultations into practice memberships by creating excitement and value. Builds and nurtures a specialty referral network via outreach and educational materials. Identifies target populations and executes targeted marketing campaigns. Coordinates well-being promotions and acts as a brand ambassador for the program. Administrative & Operations Estimates and collects membership and service fees. Assists with revenue cycle functions: billing issues, rejected claims, vendor payments. Works with finance teams to maintain fee schedules and address patient financial concerns. Maintains databases of prospects, eligible, and patients. Tracks consultation-to-conversion metrics and follows up on patient journey milestones. Analyzes satisfaction data and implements changes based on feedback. Marketing and Program Execution Oversee execution of service and wellness promotions. Coordinate seminars and high-impact patient events. Contribute to ongoing quality improvement initiatives and service development. Internal Collaboration Trains administrative staff on initial onboarding and ongoing workflows. Provides expert-level guidance on administrative systems, customer service, and financial protocols Travel: None Work Type: Onsite employee - working in the office. Minimum Required Qualifications: Education High School Diploma or related field Experience 3 years in healthcare administration, executive health, or concierge service settings Knowledge, skills, and abilities (required): Scheduling experience Superior customer service skillset. Professionalism and discretion in working with special constituent, high visibility patients and clients. Ability to work in a fast-paced environment Relationship management experience. Exceptional communicator in both oral and written form Preferred Qualifications Education Associate's Degree in business, English, history or Poly-Sci or related field Knowledge, skills, and ability requirements (preferred): Healthcare experience Fluency in medical terminology CMR experience EMR experience Charge reconciliation experience PHYSICAL REQUIREMENTS (Medium Max 25lbs): up to 25 lbs., 0-33% of the work day (occasionally) 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 environmental 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 Service Specialist serves as the primary liaison for prospective and current patients, ensuring exceptional communication and care coordination. Responsibilities include scheduling appointments, resolving patient concerns, and supporting marketing initiatives.