Patient Access Engagement Liaison

Emory•Atlanta, GA

About The Position

The Patient Access Engagement Liaison provides communication and scheduling support to patients, families, and referring providers seeking healthcare services at Emory Healthcare. Serving as a primary point of contact within the Patient Access Center, this call center-based role promotes a positive patient and family experience while coordinating scheduling and communication needs across The Emory Clinic. This role collaborates closely with patients, families, referring providers, and both clinical and non-clinical staff to ensure a coordinated and seamless healthcare experience. Successful candidates demonstrate strong communication skills, professionalism in high-volume environments, and a commitment to delivering exceptional customer service. In addition to meeting performance expectations, individuals in this role are expected to demonstrate expertise after a minimum of six months and serve as mentors to new Patient Access Engagement Liaisons. Performs other duties as assigned to support the goals and objectives of Emory Healthcare.

Requirements

High school diploma or equivalent preferred.
Bachelor’s degree preferred.
One (1) year of experience in customer service, hospitality, sales, or a large contact center environment preferred.
Must maintain required quality scores, productivity metrics, and adherence standards.
Ability to assist with all registration-related responsibilities and scheduling functions across multiple specialties or service areas.
Strong computer, writing, and customer service skills required.
Ability to navigate multiple applications simultaneously.
Participate in ongoing training and cross-training to maintain knowledge of processes and systems.
Flexibility to work various shifts including evenings, nights, weekends, and holidays to meet operational needs and ensure excellent patient care.

Responsibilities

Patient Scheduling and Coordination Schedule patient appointments across multiple specialties and service areas.
Verify patient insurance coverage and provide appointment-related information.
Coordinate scheduling requests from patients, families, and referring providers.
Support various registration and scheduling functions within the Patient Access Center.
Patient Communication and Customer Service Provide exceptional customer service by actively listening, addressing patient concerns, and resolving issues in a professional manner.
Educate patients on provider locations, services, and appointment preparation.
Communicate effectively with patients experiencing emotional or stressful situations, demonstrating empathy and professionalism.
Provider Messaging and Care Coordination Accurately send messages to providers for prescription refill requests and escalated medical conditions.
Ensure timely and clear communication between patients and clinical teams.
Work closely with clinical and operational staff to ensure coordinated patient care.
Data Entry and Documentation Accurately enter patient information into the electronic health record (EHR) system while maintaining compliance with documentation standards.
Ensure all patient information is updated and recorded correctly.
Compliance and Confidentiality Maintain patient confidentiality and adhere to all healthcare regulations, including HIPAA.
Follow established organizational policies and procedures.