What are the responsibilities and job description for the Priority Access Specialist - Referral Management position at Emory Healthcare?
Overview
Be inspired. Be rewarded. Belong. At Emory Healthcare.
Benefits
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:
8:00a-5:00p / Full Time / 40hrs
Description
The Priority Access Specialist serves as the advanced, high-performing point of contact within Emory Healthcare’s Patient Access Center, delivering exceptional service to patients, families, and referring providers. This role ensures seamless coordination of scheduling, communication, and care access across The Emory Clinic, supporting a positive first impression and a consistently high-quality patient experience.
Operating in a fast-paced, high-volume call center, the specialist manages complex scheduling, triages patient and provider requests, and communicates accurately and professionally across clinical and non-clinical teams. This includes sending timely, precise messages for prescription refills and escalated clinical concerns, ensuring appropriate escalation and follow-through.
As a senior-level contributor, the Priority Access Specialist demonstrates sustained high performance (continuously meeting or exceeding expectations), advanced subject matter expertise, and serves as a mentor and resource to new team members. The role requires strong independent judgment, exceptional communication skills, and the ability to multitask while maintaining accuracy, empathy, and professionalism.
Job Description
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, and environmental conditions may vary
Additional Details
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.
Be inspired. Be rewarded. Belong. At Emory Healthcare.
Benefits
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
8:00a-5:00p / Full Time / 40hrs
Description
The Priority Access Specialist serves as the advanced, high-performing point of contact within Emory Healthcare’s Patient Access Center, delivering exceptional service to patients, families, and referring providers. This role ensures seamless coordination of scheduling, communication, and care access across The Emory Clinic, supporting a positive first impression and a consistently high-quality patient experience.
Operating in a fast-paced, high-volume call center, the specialist manages complex scheduling, triages patient and provider requests, and communicates accurately and professionally across clinical and non-clinical teams. This includes sending timely, precise messages for prescription refills and escalated clinical concerns, ensuring appropriate escalation and follow-through.
As a senior-level contributor, the Priority Access Specialist demonstrates sustained high performance (continuously meeting or exceeding expectations), advanced subject matter expertise, and serves as a mentor and resource to new team members. The role requires strong independent judgment, exceptional communication skills, and the ability to multitask while maintaining accuracy, empathy, and professionalism.
Job Description
- Serve as the primary contact for patient access needs, including scheduling across multiple service lines and specialties.
- Verify insurance coverage and provide clear, accurate appointment information.
- Deliver exceptional customer service by actively listening, resolving concerns, and guiding patients to appropriate resources.
- Accurately document patient information in the EHR, ensuring data integrity and compliance.
- Communicate effectively with providers regarding refill requests and escalated clinical issues, ensuring timely handling.
- Maintain strict adherence to HIPAA, organizational policies, and regulatory standards.
- Patient-Centered Service: Compassionate, effective communication with patients in high-stress situations.
- Clinical Coordination: Ability to prioritize, triage, and route information accurately and efficiently.
- Technical Proficiency: Skilled in navigating multiple systems and learning new tools quickly.
- Attention to Detail: Consistently accurate data entry and message communication.
- Adaptability & Accountability: Flexible in a constantly evolving environment, with strong attendance and reliability.
- Team Collaboration: Works effectively with clinical staff and peers to ensure coordinated, timely care delivery.
- High School Diploma
- At least 1 year of experience in a customer service, hospitality, sales, or large contact center environment.
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, and environmental conditions may vary
Additional Details
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.