Overview

Be inspired. Be valued. Belong. 

 

At Emory Healthcare we fuel your professional journey with better benefits, valuable resources, ongoing mentorship and leadership programs for all types of jobs, and a supportive environment that enables you to reach new heights in your career and be what you want to be.  We provide:

• Comprehensive health benefits that start day 1
• Student Loan Repayment Assistance & Reimbursement Programs
• Family-focused benefits
• Wellness incentives
• Ongoing mentorship, development, leadership programs...and more

Description

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.

RESPONSIBILITIES

Patient Experience and Front Desk Operations

• 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.

Administrative and Registration Support

• 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.

Patient Rounding and Service Support

• 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.

Mentorship and Team Development

• 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.

Advanced Operational Support

• 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.

Additional Responsibilities

• Adapt to changing business needs, including floating or traveling to other locations as required.

• Perform other duties as assigned to support patient arrival operations.

Required Competencies

Customer Service Leadership

Demonstrates advanced customer service skills and serves as a role model for patient-centered care.

Empathy and Compassion

Exhibits exceptional interpersonal skills when interacting with patients, families, and staff.

Problem-Solving

Applies strong critical thinking skills to identify and resolve patient concerns effectively.

Team Collaboration

Works collaboratively with team members and supports the success of colleagues through mentorship and training.

Physical Requirements

• Frequent standing and walking (approximately 50% of the workday).

• Occasional sitting (approximately 50% of the workday).

MINIMUM QUALIFICATIONS

Experience

• Minimum one (1) year of experience as a Patient Arrival Specialist at Emory Healthcare.

• Must be meeting or exceeding current performance expectations.

Why A