Description

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.

 

RESPONSIBILITIES:

Patient Welcome and Experience

• 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.

Patient Check-In and Registration

• 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.

Communication and Service Recovery

• 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.

Facility Support and Environment

• 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.

Additional Duties

• Perform additional responsibilities as assigned to support patient access and departmental operations.

Required Competencies

• 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.

MINIMUM QUALIFICATIONS

• 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.

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 Temperature