Patient Access Engagement Specialist

Emory Healthcare; Atlanta (GA); On-site; USD 40,000 - 48,000; Full time

Benefits offered by this job

Health benefits start day 1

Student loan repayment assistance

Wellness incentives

Job summary

Emory Healthcare is seeking a Scheduling Specialist to be the first point of contact for patients and physician offices in a high volume scheduling center.

You will enter demographic, medical and financial information, schedule procedures like radiology and mammography, and maintain strong coordination with departments to ensure smooth registrations and patient flow.

Qualifications

• Minimum 6 months of medical office experience, scheduling environment or call center.
• AS/BS degree in Business Administration, Healthcare or related field preferred.
• Experience with scheduling in mammography, bone density or imaging preferred.

Responsibilities

• Serve as first contact in Scheduling Department for patients and physician offices.
• Handle inbound calls in high volume call center environment.
• Enter patient demographic, medical and financial data into Epic scheduling system.
• Schedule, reschedule and cancel outpatient and procedure appointments across departments.
• Coordinate with physician offices and hospital departments to complete registrations.

Skills

Customer service

Multitasking

Communication skills

Data entry

Problem solving

Computer skills

Education

AS/BS in Business Administration or Healthcare

Scheduling environment or call center experience

Tools

Epic scheduling system

Job description

Overview

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

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

Description

JOB REQUIREMENTS

• Acts as a first point of contact within the Scheduling Department for new and reoccurring patients and physician offices scheduling various outpatient/inpatient appointments across Emory Healthcare.
• Answer inbound calls in high volume call center environment.
• Greets callers in an enthusiastic manner providing exceptional customer service and positive attitude at all times.
• Enters all patient demographic, medical and financial information accurately into Epic scheduling system.
• Maintain basic understanding of insurance, pre-certification and referrals.
• Performs scheduling functions in accordance with policies and procedures.
• Responsible for the scheduling, rescheduling and cancellation of all outpatient and procedures These services include but not limited to: radiology, laboratory, cardiopulmonary, sleep center, rehab services, outpatient services, and dietitian services.
• Maintains a good working relationships with physician offices and fellow colleagues within the hospital.
• Ensures confidentiality of patient information.
• Communicate and coordinate with other work units and other hospital departments to facilitate accurate and complete registrations/scheduling.
• Remain current with outpatient procedure knowledge and provides clinical prep instructions to callers as needed.
• Provide timely responses to all inquiries (verbal/written) regarding patient accounts.
• The position proactively responds to multiple work queues simultaneously.
• Also makes outbound calls to schedule patients and assists with the management of physician orders, in a variety of ways.
• Maintain acceptable productivity standards in high volume call center environment.
• Actively participates in process improvement by sharing thoughts and ideas in a constructive manner either orally or written form.
• 100% of work time managing patient interactions, including answering inbound calls, scheduling appointments, and responding to patient inquiries through the chat.
• Performs other duties as assigned to meet the goals and objectives of Emory Healthcare.

Key Respoinisbilities

• Apply in-depth knowledge of imaging protocols to schedule appointments accurately, minimizing rescheduling and ensuring a positive patient experience.
• Schedule mammography screenings, diagnostic mammograms, and bone density (DEXA) scans, ensuring accurate entry of patient information into the scheduling system.
• Review radiology reports to interpret radiologist recommendations and schedule appropriate appointment types based on clinical needs.
• Utilize various imaging scheduling tools, adapting to new technologies as needed to enhance scheduling accuracy and efficiency.
• Transcribe, scan, and upload imaging orders into the scheduling system, ensuring precise order entry and adherence to departmental guidelines.
• Efficiently schedule Ultrasound, General Diagnostics, and CT imaging appointments, providing patients and clinical staff with necessary preparation instructions.
• Manage appointments for advanced imaging modalities, understanding and adhering to specific requirements and protocols for each procedure.
• Coordinate complex imaging appointments that require radiologist presence using supplemental scheduling tools, ensuring alignment with departmental schedules.

Minimum Qualifications

• Minimum 6 months of medical office experience, scheduling environment or call center required.
• AS/BS degree in Business Administration, Healthcare or medical office experience, scheduling environment or call center is preferred.
• Preferred scheduling knowledge in various specialties including mammography and bone density.

Additional Requirements

• Previous experience in imaging scheduling, including but not limited to ultrasound, general diagnostic, and MRI, is preferred.
• Applicants must maintain quality scores requirements and adhere to scheduling guidelines.
• Experience in registration aspects is also preferred, along with the ability to navigate multiple applications effectively.
• Strong computer, writing, and customer service skills are essential.
• Candidates must actively participate in ongoing training and cross-training to enhance skills and knowledge relevant to the role, ensuring patient satisfaction.
• Additionally, applicants may be required to work various scheduled hours/shifts, including evenings, nights, weekends, and holidays to support the needs of the operations to ensure excellent patient care.

PHYSICAL REQUIREMENTS

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

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 [e-mail] . Please note that one week's advance notice is preferred.