Patient Arrival Specialist, Senior

Emory Healthcare•Atlanta, GA

16h

About The Position

The Senior Patient Arrival Specialist provides advanced front-line support for patient arrival operations while serving as a mentor and resource for Patient Arrival Specialists and Patient Welcome Associates. This role ensures a welcoming and efficient patient experience by supporting patient check-in processes, addressing patient concerns, and assisting with operational workflow improvements. The Senior Patient Arrival Specialist leverages their experience within Emory Healthcare to support patient satisfaction initiatives, assist with training and onboarding new team members, and serve as a resource for complex patient service issues. This position plays an important role in promoting Emory Healthcare’s customer service standards and patient-centered care model. This position is open to internal Emory Healthcare applicants only.

Requirements

Minimum one (1) year of experience as a Patient Arrival Specialist at Emory Healthcare.
Must be meeting or exceeding current performance expectations.

Responsibilities

Greet patients, guests, and employees warmly upon arrival using appropriate professional greetings.
Ensure a positive patient experience by following the Emory Healthcare customer service model.
Assist patients with the check-in process, including navigating online applications and troubleshooting technical issues.
Communicate effectively with patients, families, and staff to resolve concerns or service issues.
Provide service recovery support by addressing complaints and escalating issues to leadership when necessary.
Confirm and update patient demographics and registration information.
Update insurance information and verify coverage as required.
Schedule appointments and assist with referrals when needed.
Collect copays and support other administrative front desk responsibilities.
Conduct proactive rounding in patient waiting areas to ensure comfort and address patient needs.
Maintain a welcoming, organized environment in entrances, waiting rooms, and storage areas.
Restock supplies and ensure patient-facing areas remain clean and sanitized.
Support the training, onboarding, and shadowing of new Patient Welcome Associates and Patient Arrival Specialists.
Serve as a resource for team members by providing guidance and operational support.
Model strong customer service and patient engagement behaviors.
Assist with resolving missing or incorrect patient appointment information.
Serve as a resource for patient concerns or operational questions.
Participate in process improvement initiatives or committees to enhance patient experience and operational workflows.
Adapt to changing business needs, including floating or traveling to other locations as required.
Perform other duties as assigned to support patient arrival operations.