Overview
Be inspired. Be rewarded. Belong. At Emory Healthcare.
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
- Ongoing mentorship, development, and leadership programs
Description
Job Summary:
We are seeking a Signature Services Liaison to serve as a high-performing ambassador of Emory Healthcare, providing white-glove, concierge-level service to a diverse range of VIP and special constituents, including international patients, high-profile benefactors, professional athletes supported by Emory Sports Medicine, and senior Emory Healthcare leadership and their family members. This role is responsible for delivering a seamless healthcare experience through expert care coordination, proactive communication, and personalized service tailored to each patient's unique needs. Operating as a central liaison between patients, clinical providers, and institutional stakeholders, the Signature Services Liaison bridges clinical care, patient wellness, community engagement, and philanthropic strategy to support Emory Healthcare's mission of excellence in service and outcomes. The Liaison manages the full continuum of care, including complex scheduling, referrals, administrative and cultural accommodations, coordination of non-clinical supports (transportation, lodging, dietary needs, safety/security), and thorough documentation, while maintaining strict adherence to HIPAA and Emory standards.
Primary Duties and Responsibilities:
- Scheduling Coordination Across Emory Healthcare Coordinate complex, multi-specialty scheduling across all Emory Healthcare departments to ensure seamless sequencing of appointments and continuity of care.
- Facilitate physician referrals and manage administrative preparations required for high-profile and international patients.
- Anticipate logistical barriers and proactively resolve conflicts to maintain an elevated concierge experience.
Patient Rounding (Inpatient and Outpatient)
- Conduct proactive rounding for assigned patients in both inpatient and outpatient settings to assess needs, address concerns, and ensure a smooth care journey.
- Coordinate real-time service adjustments based on patient feedback, clinical updates, or emerging needs.
- Support non-clinical patient needs including transportation, lodging coordination, translation services, dietary accommodations, and safety/security measures when applicable.
Communication & Escalation Management
- Serve as the central communication hub for urgent or escalated patient needs.
- Rapidly align providers, clinics, administrative teams, and leadership to remove barriers to care.
- Maintain clear, professional communication with patients, families, and internal stakeholders to ensure trust and transparency throughout the care process.
Relationship Building & Stakeholder Engagement
- Build and maintain trust-based relationships with VIP patients, international constituents, benefactors, senior leadership, and professional athletes supported by Emory Sports Medicine.
- Collaborate across departments to support service excellence, patient satisfaction, and long-term relationship cultivation.
- Represent Signature Services in internal meetings and cross-functional initiatives to strengthen enterprise alignment.
Documentation & Operational Accountability
- Accurately document all patient interactions, service requests, care coordination activities, and stakeholder communications within CRM and applicable systems in accordance with Emory Healthcare protocols.
- Ensure documentation supports quality reporting, compliance, and continuous improvement initiatives.
- Maintain strict adherence to HIPAA, privacy regulations, and institutional confidentiality standards at all times.
Team Alignment & Continuous Improvement
- Participate in team huddles and planning meetings to ensure appropriate coverage and preparedness for anticipated patient encounters.
- Identify service gaps and implement innovative solutions to enhance the patient experience and operational efficiency.
- Elevate barriers to leadership as needed to ensure optimal service delivery and consistent excellence in patient experience.
- Additional Duties as Assigned
Travel:
- Frequent travel between operating units may be required.
Work Type:
- On-Site Day Shift with availability to be on-call nights/weekends on a rotational basis.
Minimum Required Qualifications:
Education
- Bachelor's Degree (Business Administration, Healthcare Administration, Public Relations, Communications, or related field preferred) or experience in lieu of degree
Experience
- Minimum 4 years of experience in healthcare, customer service, care coordination, patient advocacy, or related experience.
Knowledge, Skills, and Abilities (Required):
- Superior customer service skillset
- Exceptional communication and interpersonal skills Ability to maintain strict confidentiality and discretion with high-profile clientele
- Strong organizational skills and ability to manage multiple high-touch clients simultaneously
- Demonstrated emotional intelligence and professionalism in high-pressure or sensitive situations
- Working knowledge of patient access operations and cross-functional scheduling practices
- Proactive, resourceful, and solutions-oriented mindset
Preferred Qualifications:
Education
- Master's Degree in Business, Healthcare Administration, Communications, or related field
Experience
- 8+ years of experience preferred Concierge, executive service, VIP, or international patient coordination experience preferred
Knowledge, Skills, and Abilities (Preferred):
- Relationship management experience
- Patient cultivation experience Fluency in medical terminology
- Executive-level concierge service experience
- Ability to thrive in fast-moving, results-driven environments
PHYSICAL REQUIREMENTS (Medium Max 25lbs): up to 25 lbs., 0-33% of the work day (occasionally) 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 environmental 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.
