• This role is responsible for overseeing daily operations related to patient medication refill administration, and inbound pharmacy patient inquires OR prior authorization and financial assistance support • Ensure all patient care needs are completed on-time (may include but not limited to ensuring patients receive their medications on-time, timely and accurate prior authorization and financial assistance support) • Actively manage the productivity of team members and ensure that all work is completed with high quality standards through proper auditing • Manage clinic level and/or hospital service level escalations and ability to build and action plan for resolution and actively manage the plan with key stakeholders to resolve escalation • Proactively identify potential issues or opportunities for improvement and build a plan to resolve or mitigate those issues

St. Luke's is proud of the skills, experience and compassion of its employees. The employees of St. Luke's are our most valuable asset! Individually and together, our employees are dedicated to satisfying the mission of our organization which is an unwavering commitment to excellence as we care for the sick and injured; educate physicians, nurses and other health care providers; and improve access to care in the communities we serve, regardless of a patient's ability to pay for health care. The Patient Engagement Partner – Access Center role is critical to an exceptional patient experience. This role provides a positive patient experience during all encounters and is responsible for answering patient calls, scheduling appointments, working referral work queues, and assisting the patient with their current needs. The Patient Engagement Partner establishes and maintains ongoing partnerships with designated practice and clinical partners to ensure achievement of aligned goals. JOB DUTIES AND RESPONSIBILITIES: - Answers incoming calls and performs a variety of actions including scheduling, rescheduling, or canceling appointments within established time frames and protocols in a fast paced, high volume Access Center environment. - Determines how requests should be handled using expert questioning techniques to determine how a request should be scheduled, when to refer a call to a specific clinic or escalate the call to a nurse for immediate attention; coordinates services, as needed. - Verifies and updates patient demographic and insurance information. - Creates a positive patient experience at every encounter, attempting to resolve any issues or concerns of the patient at the time of the phone call, within the scope of the role. - Manages and works referral work queues when assigned and provides supplemental inbound patient call support during high volume times using (and vice versa), and uses judgment to prioritize and accommodate patients, based on patient needs. - Actively participates as a team member in resolution of problems as they are identified. - Escalates any scheduling or insurance issue to the Patient Engagement Supervisor or Patient Engagement Manager to resolve. - Consistently meets productivity, schedule adherence, and quality standards as set by the Access Center. - Works with designated clinical partners to establish and maintain appropriate appointment scheduling protocols. Consistently acts to build positive relationships with our clinical partners. - Other duties as assigned. PHYSICAL AND SENSORY REQUIREMENTS: Requires sitting for extended periods of time (up to 8 hours at time). Requires continual use of fingers, writing and computer entry. Requires ability to hear normal conversation and good general near and peripheral vision. EDUCATION: - High School diploma or equivalent required TRAINING AND EXPERIENCE: - Previous general computer experience with data entry required - Minimum 1-2 years of demonstrated customer service excellence in a contact center preferred - Previous healthcare experience with medical terminology preferred - Previous experience with electronic medical record (EMR) preferred Competencies required: - Excellent communication, facilitation, and presentation skills. - Focused on compliance - Demonstrates continuous growth - Quality-driven - Service-oriented - Excels at time management Ability to work from home in accordance with the Network Work from Home Policy if needed. Please complete your application using your full legal name and current home address. Be sure to include employment history for the past seven (7) years, including your present employer. Additionally, you are encouraged to upload a current resume, including all work history, education, and/or certifications and licenses, if applicable. It is highly recommended that you create a profile at the conclusion of submitting your first application. Thank you for your interest in St. Luke's!! St. Luke's University Health Network is an Equal Opportunity Employer.

• Design and oversee implementation of complex Dialogflow CX architectures • Architect end-to-end integration patterns between CCAI and external systems • Lead transition to Generative AI-driven workflows using Vertex AI • Develop secure, scalable webhooks and middleware • Optimize Speech-to-Text and Text-to-Speech configurations • Implement Agent Assist modules for real-time suggestions • Analyze conversation logs and establish CI/CD pipelines • Mentor junior AI developers and provide technical coaching

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 - Family-focused benefits - Wellness incentives - Ongoing mentorship, development, and leadership programs - And more Please Note: *Shift is 9p - 7:30a, rotating weekends *A multistate nursing license is required for this Telehealth role. Department Overview: Nurses in the Telehealth Nursing department demonstrate strong competency in using various telecommunication technologies to provide direct virtual nursing care. Telehealth Nursing RNs triage, prioritize patient needs, collaborate with patients to develop care plans, direct them to the appropriate level of care, and provide referrals to Emory services and other resources to ensure a comprehensive care experience. Telehealth Nursing LPNs assist patients with prescription management across specialties. Description - The Virtual/Telehealth Registered Nurse (RN) is responsible for providing high-quality patient care using virtual platforms. - The RN utilizes their clinical expertise, critical thinking, and evidence-based practices to assess, triage, and support patients remotely. - The role requires proficiency in telecommunication technologies, the ability to apply clinical algorithms and protocols, and a strong understanding of patient populations and virtual care workflows. - Patient Care & Telehealth Services - Conduct remote patient assessments, triage, crisis intervention, and education via telephone, video, chat, and other digital platforms. - Develop individualized care plans in collaboration with patients and providers. - Apply clinical algorithms and protocols within the Electronic Medical Record (EMR) to determine appropriate patient disposition. - Schedule patients with the appropriate level of care based on triage findings. - Assist with prescription management, referrals, and connecting patients to Emory services and external resources. Communication & Collaboration - Serve as a liaison between patients, providers, and the healthcare team. - Resolve medication and pharmacy-related issues in coordination with provider orders. - Educate patients on their care plans and promote optimal health outcomes. - De-escalate calls to ensure reasonable and effective resolutions for all parties involved. Documentation & Compliance - Accurately document patient interactions, assessments, and interventions in the EMR. - Maintain confidentiality and adhere to HIPAA regulations. - Identify and report patient safety and quality concerns. - Ensure compliance with the ANA Code of Ethics for Nurses and institutional policies. - Professional Development & Training - Participate in ongoing competency training and skill development for telehealth nursing. - Train, orient, and mentor new team members, students, and staff as needed. - Stay informed through TEAMS, emails, and other internal communications regarding policy updates and system changes. - Administrative & Operational Support - Attend staff meetings, huddles, and other organizational meetings as required. - Support clinical and administrative telehealth operations across various practice settings. - Work a flexible schedule, including weekends and holidays, to meet business needs. MINIMUM QUALIFICATIONS: - Graduate of an accredited prelicensure Bachelor of Science in Nursing (BSN), AND - 12 months of recent nursing experience within the past five years, OR - Recent completion of a re-entry nursing program. - OR, Graduate of an accredited prelicensure Associate Degree in Nursing (ADN) with a minimum of 2 years of recent nursing experience within the past five years - Exceptions: Current LPNs employed within the Emory Healthcare (EHC) system who have completed an accredited RN program and obtain RN licensure are eligible to transition into this role while completing the RN Resident Program - .Emory LPNs enrolled in an Emory ADN program as of 3/30/2025 must sign an obligation agreement to complete an ADN-to-BSN program within two years of entering the RN Clinician role. - License: Valid, active, unencumbered Compact/multistate RN license (eNLC) required within 60 days of hire. - Certifications: BLS certification required. - PLAN: Must meet all Clinical Nurse Employee Commitments. - Required Skills & Competencies: Strong critical thinking and data synthesis skills. - Proficiency in telephone triage, assessment, and communication. - Ability to multi-task in a fast-paced virtual environment with attention to detail. - Knowledge of electronic medical records (EMR) and e-prescribing. - Familiarity with Microsoft Word, Excel, PowerPoint, and Outlook. - Strong interpersonal skills, including cultural competence and ethical decision-making. - Work From Home (WFH) Requirements: Compliance with Emory's Work From Home Agreement. - High-speed broadband and reliable internet connection. - Private and confidential workspace at home. - Preferred Qualifications: Education: MSN or DNP PHYSICAL REQUIREMENTS: (Medium-Heavy) 36-75 lbs, 0-33% of the work day (occasionally); 20-35 lbs, 34-66% of the workday; (frequently); 10-20 lbs, 67-100% of the workday (constantly); Lifting 75 lbs max; Carrying of objects up to 35 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.