Priority Access Specialist

Emory Healthcare; Westbank First Nation #9; On-site; CAD 40,000 - 80,000; Full time

Job summary

Join a forward-thinking healthcare organization where you can grow professionally while making a difference in patient access. As a Priority Access Specialist, you will play a crucial role in ensuring excellent customer service and supporting your team in delivering high-quality care. Enjoy comprehensive benefits from day one, including health coverage and student loan assistance, in a collaborative environment that prioritizes mentorship and leadership development. Embrace the opportunity to thrive in a role that values your contributions and fosters your career aspirations.

Benefits

Comprehensive health benefits

Student Loan Repayment Assistance

Family-focused benefits

Wellness incentives

Ongoing mentorship and development programs

Qualifications

• 4+ years in customer service or sales preferred.
• Experience in call center metrics and patient access roles is a plus.

Responsibilities

• Assist Supervisors in monitoring call center performance.
• Coach team members to enhance customer service skills.

Skills

Customer Service

Call Center Management

Coaching

Team Leadership

Education

High School Diploma

Bachelor's Degree

Job description

Overview

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

At Emory Healthcare, we support your professional growth with comprehensive benefits, valuable resources, ongoing mentorship, leadership programs for all roles, and a supportive environment to help you reach new heights and achieve your career goals. We offer:

• Comprehensive health benefits starting day 1
• Student Loan Repayment Assistance & Reimbursement Programs
• Family-focused benefits
• Wellness incentives
• Ongoing mentorship, development, leadership programs, and more

Schedule: 8am - 5pm / Full Time / 40 hours

Description

Job Description:

• Emory Healthcare's Priority Access Specialists are essential to Patient Access success. They serve as the link between call center Supervisors and Agents.
• The Team Lead assists in developing team members into patient-centered, high-performing brand ambassadors committed to delivering excellent customer service in all patient interactions.
• Assist Supervisors: Monitor the floor for PAAs needing assistance, including quality performance, call handling, call volume; serve as the initial contact for call escalations.
• Track all escalations received (date, PAA, MRN, outcome).
• Proactively coach PAAs during calls to handle escalations and improve performance.

Minimum Qualifications:

• High School Diploma; BA/BS preferred.
• At least 4 years of experience in customer service, hospitality, call center, or sales environment, or 12 months in the Patient Access Specialist role with eligibility for internal advancement and meeting call center metrics.

Accommodations: EHC provides reasonable accommodations for qualified individuals with disabilities upon request. To request an alternative format or accommodation, contact the Office of Diversity, Equity, and Inclusion.

Physical Requirements: Light physical activity including lifting up to 20 lbs occasionally, carrying objects up to 10 lbs, and standing, walking, sitting, and close eye work frequently. Demands may vary based on work area and tasks.

Environmental Factors: Conditions may include exposure to blood-borne pathogens, biohazardous waste, chemicals, communicable diseases, electrical hazards, temperature variations, indoor/outdoor environments, latex, lighting, patient handling, radiation, shift work, and travel. PPE use may be required.

Additional Details

Emory is an equal opportunity employer. Qualified applicants will receive consideration regardless of race, color, religion, sex, national origin, disability, veteran status, or other protected characteristics. We are committed to providing reasonable accommodations; contact Human Resources at [e-mail] with a one-week notice preferred.