Patient Arrival Specialist, Senior

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 Advance Your Career as a Senior Patient Arrival Specialist?

Career Growth Within Emory

Opportunity to expand your skills, take on greater responsibilities, and mentor new team members.

Supportive Team Environment

Work alongside a collaborative team in a diverse and inclusive workplace.

Direct Impact on Patient Care

Play an active role in driving patient satisfaction and improving the care experience.

Professional Advancement

Emory Healthcare supports internal career growth and development opportunities for team members.

At Emory Healthcare, we are committed to improving lives and providing hope. If you are passionate about delivering exceptional service, supporting your team, and making a meaningful impact in healthcare, we encourage you to apply.

This opportunity is available to internal applicants only.

PHYSICAL REQUIREMENTS: (Medium): 20-50 lbs; 0-33% of the work day (occasionally); 11-25 lbs, 0-33% of the work day (occasionally); 01-10 lbs, 67-100% of the workday (constantly); Lifting 50 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.

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.