Patient Arrival Specialist

About the Role

The Patient Arrival Specialist is the first point of contact for patients, guests, and visitors at Emory Healthcare facilities, responsible for creating a welcoming and efficient arrival experience. This role supports patient check-in, administrative tasks, and collaborates with clinical and operational teams.

Key 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.
• 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.

Requirements & Tech Stack

• Required Competencies:
• Welcoming demeanor that creates a positive first impression.
• Demonstrated empathy and compassion.
• Strong customer service mindset.
• Critical thinking skills to assess 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.
• 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 with attention to detail and accuracy.
• Successful completion of required software training upon hire.
• Demonstrated reliability with strong attendance and punctuality.

Physical Requirements

• Medium physical demands, up to 25 lbs lifting and carrying.
• Occasional to frequent standing & walking.
• Occasional sitting.
• Close eye work (computers, typing, reading, writing).

Environmental Factors

• Factors may vary depending on the assigned work area and tasks.
• Potential 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.