Patient Arrival Specialist

Emory Healthcare•Atlanta, GA

12h

About The Position

The Patient Arrival Specialist serves as the first point of contact for patients, guests, and visitors entering Emory Healthcare facilities. This role is responsible for creating a welcoming environment and ensuring a positive and efficient arrival experience for patients and their families. The specialist supports the patient check-in process, assists with administrative tasks, and collaborates with clinical and operational teams to ensure patients receive timely and supportive service. This role requires strong communication, problem-solving, and customer service skills to address patient needs and ensure a seamless experience. Individuals in this position are expected to exemplify Emory Healthcare’s customer service standards while supporting operational efficiency and patient satisfaction.

Requirements

Welcoming demeanor that creates a positive first impression for patients and visitors.
Demonstrated empathy and compassion when interacting with patients and their families.
Strong customer service mindset focused on meeting patient needs.
Critical thinking skills to assess situations and resolve issues quickly.
Ability to remain professional and composed in fast-paced environments.
High school diploma, GED, or equivalent required.
Must be at least 18 years of age and authorized to work in the United States.
Proficiency in English with strong written and verbal communication skills.
Strong interpersonal skills and the ability to collaborate in a team environment.
Basic digital literacy and the ability to navigate computer systems and software applications.
Ability to quickly learn new processes, procedures, and software systems while maintaining attention to detail and accuracy.
Successful completion of required software training upon hire.
Demonstrated reliability with strong attendance and punctuality.

Responsibilities

Greet all patients, guests, and employees entering the facility with a warm and professional demeanor.
Welcome patients and visitors in accordance with Emory Healthcare’s customer service standards to create a positive environment.
Serve as the first point of contact and provide guidance to patients and visitors upon arrival.
Conduct proactive patient rounding in waiting areas to ensure comfort and address immediate needs.
Assist patients with the check-in process, including navigating online applications and troubleshooting basic technical issues.
Confirm and update patient demographic information during registration.
Update insurance information and ensure accurate patient records.
Schedule appointments and assist with referrals when necessary.
Collect copayments and ensure proper documentation of transactions.
Communicate effectively with patients, families, and staff to address questions, concerns, or issues.
Provide service recovery when patient concerns arise and escalate issues to leadership when appropriate.
Maintain clear and professional communication with internal departments to support patient care and operational efficiency.
Maintain a clean and organized environment in entrances, waiting rooms, and designated work areas.
Ensure supplies are stocked and available as needed.
Support operational needs by floating or traveling to other locations or departments as required.
Perform additional responsibilities as assigned to support patient access and departmental operations.