Overview

Description

Job Summary:

The Signature Services AAE Partner serves as a strategic liaison embedded within Signature Services to connect Advancement & Alumni Engagement (AAE) with frontline patient care operations. This role is responsible for enabling a seamless, high-touch experience for donors, and prospects while supporting philanthropic engagement efforts. The core purpose of this role is to act as the central integration point between Signature Services and AAE-ensuring real-time coordination, relationship intelligence flow, and a consistently elevated concierge experience for high-priority patients and stakeholders.

Primary duties and responsibilities:

Philanthropic Partnership Support and Experience Enablement

• Serve as the primary liaison between Development Officers, Signature Services, and clinical teams to coordinate patient navigation support for donors and prospective donors.
• Assist the Signature Services team in triaging high-priority navigation requests originating from both Advancement and Alumni Engagement (AAE) and donors themselves.
• Work with Development Officers to understand the needs of donors seeking assistance navigating Emory Healthcare services and ensure requests are routed appropriately through Signature Services.
• Partner with AAE on timing of initial AAE engagement with unknown prospects in relation to concierge invitations
• Monitor the status of navigation requests and provide updates to Development Officers regarding progress, patient satisfaction, and resolution.
• Coordinate meetings and the exchange of information with AAE partners related to programming, operational, and relational updates.

Data, Insights, and Customer Relationship Management

• Support the Signature Services team with operational needs related to donor and Signature Services navigation requests, including data management, workflow coordination, and coverage support as needed.
• Assist with reviewing patient information in the AAE CRM to provide relevant donor data and context when appropriate.
• Maintain appropriate documentation and tracking of navigation requests to ensure continuity, confidentiality, and coordinated follow-up. Including noting in AAE CRM that navigation has been requested.
• Identify ways to track additional relational information shared by AAE (RM, family tree, etc.) and maintain that data.

Relationship and Stakeholder Management

• Develop subject matter expertise related to donors, potential benefactors, and high-priority individuals interacting with Emory Healthcare and Emory University through navigation services.
• Act as the point of contact for AAE and clinicians as relates to patient navigation conversations and needs
• Serve as a key front-facing partner for the navigation program for donors or key prospects.
• Ensure that donor and potential benefactors' interactions are coordinated in a manner that reflects the priorities and relationship management needs of AAE.
• Identify potential grateful patient donor prospects through patient navigation interactions. Review information available through the AAE CRM and submit for AAE assignment if the relationship is not already managed.
• Ensure appropriate documentation of potential prospects and referrals to AAE.
• Coordinate with the AAE research team to request information about patients receiving navigation that are unknown to AAE

Program Coordination and Governance

• Maintain and manage the list of individuals suggested for the Concierge and Emory Healthcare Gateway, particularly during program rollout phases.
• Gather and organize available data from Signature Services and the AAE CRM on suggested individuals to support review by the working group prior to invitation.
• Track invitation status including accepted and declined.
• Communicate invitation outcomes to Relationship Managers (RMs) to ensure appropriate awareness.
• Coordinate meetings and the exchange of information with AAE partners related to concierge program participation.

Additional Duties as Assigned.

Travel:

• Travel between Emory operating units and affiliated sites

Work Type:

• Hybrid Employee - may split time between working remotely and working in the office.

Minimum Required Qualifications:

Education

• Bachelor's degree required; Master's degree preferred (e.g., healthcare administration, business, public health, or related field)

Experience

• Minimum 5 years of relevant experience in healthcare, patient services, care coordination, customer service, or related field,
• Experience working with high net worth clients, donor populations, or executive-level stakeholders strongly preferred,
• Demonstrated experience in relationship management and cross-functional coordination

Knowledge, skills, and abilities (required):

• Change management skills
• Strong team building ability: effectively able to motivate, engage and encourage team participation
• Exceptional communication and interpersonal skills
• Strong relationship-building and stakeholder management capabilities
• Ability to operate in a fast-paced, highly visible environment
• High level of professionalism, discretion, and service orientation
• Strong organizational skills with attention to detail and follow-through
• Self-directed and motivated

Preferred Qualifications

Education

• Master's degree level degree; Experience - 7 years experience

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.