Signature Services Liaison International

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

• Family-focused benefits

• Wellness incentives

• Ongoing mentorship development and leadership programs

• And more

Duties will include working with a diverse international population and providing exceptional customer service.

Healthcare experience is preferred.

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 patients 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 Healthcares 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

• Bachelors 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

• Masters 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.