Patient Access Engagement Liaison II

JOB DESCRIPTION:

• Emory Healthcare's Patient Access Engagement Liaison II provides communications support to patients, families and referring providers for healthcare services, promoting a positive patient and family experience as the first impression of our organization.
• This call center position serves as the primary point of contact for all scheduling and communication needs through the Patient Access Center.
• Works closely with patients, families, referring providers, clinical and non-clinical staff to coordinate the patient's holistic healthcare experience at The Emory Clinic.
• In addition to the below expectations, the successful candidates will have met or exceeded expectations for a period of no less than 6 months, have an outstanding level of expertise, and be willing to serve as a mentor to new Patient Access Engagement Liaisons.
• QUALITY PATIENT CARE: Interpersonal skills to interact with the public in a high-volume call center setting, including perceptive listening skills to identify the concerns and take appropriate actions with patients who may express emotions including fear and frustration; Skill in speaking clearly using appropriate vocabulary and grammar to obtain and convey information to individuals at various organization levels; Ability to engage independent decision-making techniques while performing various job duties simultaneously; Skill in writing concise, grammatically correct correspondence and notes, with strong typing and writing skills for clear messaging.
• COMPUTER SKILLS: Strong computer skills and comfort with navigating multiple applications simultaneously; Using available tools for accuracy, such as guided scheduling and on line reference guides; Be able to learn new processes, procedures and software programs quickly; Effectively use resources to provide the right response to callers with quick thinking and a calm manner.
• ADHERENCE: Demonstrated ability to adhere to policies and procedures with flexibility and adaptability to frequently changing procedures; Excellent attendance and timeliness.
• TEAMWORK: Ability to work in a fast-paced, energetic environment; Team player, working closely and collegially with co-workers; Work well both independently and as part of a team; Exhibit a high level of self-motivation and goal-orientation.

MINIMUM QUALIFICATIONS:

• High School Diploma preferred; BA/BS preferred.
• Three (3) years of experience in a customer service, hospitality, sales or large contact center environment is preferred.
• ADDITIONAL REQUIREMENTS: Schedule adherence within established guidelines, complete training exams with a passing score, proficient in a minimum of 12 sections/skills, proficient in all registration aspects, maintain quality scores of 85% or above, 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.