Signature Services Advancement and Alumni Engagement Partner

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

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.