This position plays a key role in the patient experience by serving as the first point of contact for patients arriving at Emory facilities for clinical appointments. This role supports patient satisfaction by providing excellent service and ensuring a smooth and welcoming check-in process for every patient.

RESPONSIBILITIES

• Serves as the first point of contact for patients arriving at Emory facilities for clinical appointments.
• Provides excellent customer service while welcoming patients and checking them in for their appointments.
• Communicates with patients, families, and staff to troubleshoot issues and address patient needs while waiting to see their provider.
• Follows approved standard operating procedures to complete technical and administrative functions.
• Arrives patient appointments within the system in accordance with established procedures.
• Confirms and updates patient demographic information.
• Completes patient registration and verifies insurance information.
• Schedules appointments and enters referrals as required.
• Provides patients with information regarding insurance coverage when appropriate.
• Collects patient copays in accordance with departmental procedures.
• Works regularly with patients, families, providers, and both clinical and non-clinical staff to support patient care operations.
• Contributes to ensuring patients have a smooth and positive experience when visiting Emory facilities.
• Demonstrates compassion and a commitment to excellent customer service.
• Utilizes critical thinking and problem-solving skills to address patient needs and concerns.
• Maintains strong interpersonal and communication skills while working in a fast-paced team environment.
• Uses multiple computer applications simultaneously to complete daily responsibilities.
• Maintains excellent attendance and reliability.
• Learns new processes, procedures, and software programs quickly while maintaining attention to detail and accuracy.
• Successfully completes required software training upon hire.
• Supports patient satisfaction initiatives by participating in process improvement activities.
• Provides a high-quality contact experience for every patient entering the facility.
• Performs other related duties as assigned.

MINIMUM QUALIFICATIONS

• High school diploma or GED required.
• Twelve (12) months of experience in a healthcare or customer service environment preferred.
• Candidates currently enrolled in an accredited bachelor’s degree program may also be considered.

PHYSICAL REQUIREMENTS (MediumMax 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: 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.

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 careers@emoryhealthcare.org. Please note that one week's advance notice is preferred.