JOB SUMMARY:

• The Scheduling and Registration Lead coordinates daily workflow activities, communication, training support, and operational guidance for Emory's scheduling and registration team.
• This position assists management by helping clarify staff duties, distributing work as directed, monitoring task progress, and ensuring assigned activities are completed in a timely manner.
• The Lead serves as a consistent resource for staff by providing workflow guidance, onboarding and training support, issue escalation, and clarification of established policies, procedures, and best practices.
• This role does not have formal supervisory authority but supports team performance, quality assurance, workflow consistency, and operational efficiency in a fast-paced, high-volume environment.
• In addition to lead responsibilities, this position performs core registration and scheduling functions, including verifying patient demographics and insurance information, scheduling procedures and follow-up appointments, supporting referrals and authorizations, and maintaining accurate patient access documentation.
• Primary Duties and Responsibilities Workflow Coordination and Lead Support Coordinates daily scheduling and registration workflow activities to support timely completion of assigned work.
• Assists management by helping clarify staff duties, responsibilities, and daily priorities.
• Distributes work assignments as directed and monitors progress to support workflow efficiency.
• Serves as a point of contact for day-to-day staff questions related to established workflows, procedures, and systems.
• Provides guidance and issue escalation support within established departmental guidelines.
• Supports continuity across shifts, onboarding periods, and ongoing team operations.
• Collaborates with Capacity Command Center teams and multidisciplinary partners to support departmental workflows.
• Training, Onboarding, and Staff Resource Support Assists with onboarding activities and training sessions for new hires.
• Supports ongoing education for current team members related to registration, scheduling, insurance processes, referrals, authorizations, and account follow-up.
• Serves as a resource to help specialists follow established policies, procedures, and best practices.
• Identifies education gaps and shares findings with leadership for follow-up.
• Encourages skill development, engagement, and professional growth among team members.
• Contributes to a positive work environment through effective communication, collaboration, and participation in team-building activities.
• Quality Assurance and Performance Monitoring Completes quality assurance audits to ensure adherence to established registration and scheduling workflows, standards, and procedures.
• Documents audit findings and shares information with leadership to support training, performance improvement, and process improvement efforts.
• Reviews reports to help identify trends, workflow barriers, and opportunities for improvement.
• Assists with monitoring key performance indicators, including call volume, average handling time, quality metrics, and related operational measures.
• Identifies operational issues, notifies management, and initiates appropriate actions within established guidelines.
• Collaborates with leadership to support process improvement and address operational challenges.
• Registration, Scheduling, and Patient Access Support Performs core registration and scheduling functions to support patient access operations.
• Obtains and verifies patient demographic and insurance information for preregistration and registration.
• Schedules procedures, follow-up appointments, and related patient access services.
• Supports referrals, authorizations, account follow-up, and related insurance processes.
• Applies working knowledge of Advance Beneficiary Notices, precertification requirements, ICD-10 coding, CPT coding, and medical terminology.
• Ensures data accuracy and compliance with established registration and scheduling standards.
• Maintains functional knowledge of departmental applications and systems used by registration and scheduling teams.
• Communication and Collaboration Coordinates and facilitates team huddles and meetings as directed by leadership.
• Communicates workflow updates, process reminders, and operational priorities to team members.
• Interacts professionally with physician offices, clinical staff, internal departments, and multidisciplinary partners.
• Builds collaborative relationships to support patient access, workflow efficiency, and service quality.
• Escalates issues, barriers, and questions to leadership as appropriate.
• Additional Duties Performs related responsibilities as required.
• Travel Travel may be required depending on assigned work area and operational needs.
• Work Type On-site or as determined by departmental needs.
• Work Schedule This position may require various scheduled hours or shifts, including evenings, nights, weekends, and holidays, based on operational needs and to support patient care.

MINIMUM REQUIREMENTS:

• Education High school diploma or equivalent required.
• Experience Two years of experience in healthcare, customer service, patient access, registration, scheduling, call center operations, or a related field required.
• Licensure No licensure required.
• Certification No certification required.

PREFERRED QUALIFICATIONS:

• Bachelor's degree in a related field.
• Experience supporting registration, scheduling, referrals, authorizations, insurance verification, or account follow-up processes.
• Experience in a patient access, healthcare call center, scheduling, or registration environment.
• Experience supporting onboarding, training, workflow coordination, or quality assurance activities. Knowledge of Patient Access call center functions, workflows, and best practices.
• Knowledge, Skills, and Abilities Required Knowledge, Skills, and Abilities Working knowledge of medical terminology. Basic understanding of ICD-9/10 and CPT-4 coding.
• Knowledge of registration, scheduling, referrals, authorizations, insurance verification, and account follow-up processes.
• Strong attention to detail and ability to maintain accurate patient and scheduling information. Effective verbal and written communication skills.
• Strong interpersonal, organizational, and customer service skills.
• Ability to problem-solve in a fast-paced, high-volume environment.
• Ability to manage multiple priorities and tasks efficiently.
• Ability to serve as a team resource and provide workflow guidance without formal supervisory authority.
• Ability to identify operational issues and escalate concerns appropriately.
• Proficiency with scheduling systems, call center software, and related departmental applications.
• Ability to work cooperatively with physician offices, clinical staff, internal departments, Capacity Command Center teams, and multidisciplinary partners.
• Preferred Knowledge, Skills, and Abilities Knowledge of Patient Access call center functions, workflows, and best practices.
• Knowledge of Advance Beneficiary Notices, precertification requirements, referrals, authorizations, and insurance-related processes.
• Ability to support training, onboarding, and ongoing staff education.
• Ability to review reports, identify trends, and share observations with leadership.
• Ability to support quality assurance audits and document findings.
• Ability to contribute to process improvement and workflow standardization.
• Ability to support team engagement, retention, and a positive work environment.
• Physical Requirements

PHYSICAL REQUIREMENTS - Medium Max 25 lbs: Up to 25 lbs., 0-33% of the workday, occasionally; 11-25 lbs., 34-66% of the workday, frequently; 1-10 lbs., 67-100% of the workday, constantly. Lifting 25 lbs. maximum. Carrying of objects up to 25 lbs. Occasional to frequent standing and walking, occasional sitting, and close eye work, including computer use, typing, reading, and writing. Physical demands may vary depending on assigned work area and work tasks.

Environmental Factors Environmental conditions may vary depending on assigned work area and work tasks. Potential exposures may include blood-borne pathogens, biohazardous waste, chemicals, gases, fumes, vapors, communicable diseases, electrical shock, varied floor surfaces, hot or cold temperatures, indoor or outdoor conditions, latex, lighting conditions, patient care or handling injuries, radiation, shift work, and travel. Use of personal protective equipment, including respirators, may be required based on assigned work area and operational needs.