Clinical Receptionist, Yale Health

Working at Yale means contributing to a better tomorrow. Whether you are a current resident of our New Haven-based community, eligible for opportunities through the New Haven Hiring Initiative, or a newcomer, interested in exploring all that Yale has to offer, your talents and contributions are welcome. Discover your opportunities at Yale!OverviewIn 1971, Yale University established Yale Health to provide health services to its facility, staff and students through a multidisciplinary health maintenance organization located on campus. Yale Health has more than 50,000 members including students, staff, faculty and their families who come from every state in the country and almost every country in the world. With over 50 years of service to the Yale community, our state-of-the-art facility at 55 Lock Street, is where our members receive most of their care from our 150+ providers. It is a 144,000 square foot medical facility with over 90 exam rooms, an Acute Care Department, a 15-bed inpatient facility with two negative pressure rooms, a diagnostic imaging suite including MR and CT scan, x-ray and ultrasound and a full-service retail pharmacy.As a member of the Clinical Reception Team, the Clinical Receptionist provides seamless, coordinated and compassionate care at every patient encounter at Yale Health Center. The position provides coverage primarily to the Yale Health Acute Care department and support to other clinical areas based on operational need. Additional responsibilities include: Answer phones, greet patients and visitors and schedule appointments. Serve as a source of information to patients on policies, procedures and office activities. Monitor daily appointment access in order to ensure that appointments are scheduled in accordance with section guidelines. Make adjustments as necessary. Initiate and direct reception staff in rescheduling activities and assist in that process as necessary. Schedule appointments in the Epicclinical system. Arrive patients for appointments and assist patients walking in with appointments, questions, and forms. Monitor and assist in the support of timely completion of all reception tasking, both through Epic and via My Chart requests and messages. Collaborate with management and clinical leadership around best practices and workflow. Provide assistance with complex patient scheduling needs, and coordinate follow up appointments as necessary. Gather, compile and record data. Create reports and summarize findings.Please note: the below principal responsibilities are generic in nature; please refer to the above for what the job will entail.Shift: Fulltime, 5 days a week 8:00 am - 4:00 pm, rotating over 7 days of the week. Occasional early mornings, evenings, weekends, holidays/recess periods may also be required.Required Skills and Abilities1. Outstanding interpersonal, communication and customer service skills, as attested by references, with the ability to work with all levels of staff in order to satisfy patient inquiries. Ability to work effectively and respectfully with a diverse population.2. Excellent critical thinking skills and ability to utilize sound independent judgment to troubleshoot and resolve patient issues. Strongattention to detail and organizational skills. Flexibility and willingness to move between multiple clinical areas.3. Proven active listening skills to accurate assess and direct callers to the appropriate resources. Well-developed writtencommunication skills, including spelling, grammar, punctuation and proofreading in order to take and relay accurate and complete messages.4. Demonstrated ability to handle heavy phone volume. Ability to multi-task and meet performance standards in a fast paced,stressful environment. Ability to schedule in an electronic medical record, such as Epic.5. Proven record of exemplary attendance, punctuality and reliability as attested to by references.Preferred Skills and AbilitiesProficiency in Epic. Proven experience in a medical/clinical setting scheduling appointments. Principal Responsibilities 1. Answers telephone calls and assess urgency of call. Provides assistance or directs caller to appropriate person, contacting physician/nurse directly for urgent needs. Provides assistance to other receptionists in screening patient calls. 2. Provides specialized information related to section, policies, procedures, insurance and services. Assists patients with the completion of forms. 3. Builds monthly provider master schedules and clinic calendars from established sources and verifies provider sessions worked. Modifies master schedules to accommodate time off, extra patients, hospital emergencies, etc. Creates patient bump lists as necessary due to last minute provider call outs. 4. Schedules patient appointments and resolves scheduling conflicts. Notifies patients of changes/cancellations and prioritizes urgency of appointments for rescheduling. May schedule patients into clinical research studies. 5. Receives patients and visitors. Secures names and needs and directs accordingly. Updates patient information and verifies insurance information, level of services and tracks referrals when necessary. Initiates billing process by completing patient encounter forms and accepts and processes fee for service payments. 6. Books diagnostic tests and specialized appointments for patients at hospitals and other medical facilities and ensures patients are provided with necessary paperwork and specialized instructions for procedures. 7. Schedules surgical procedures for patients. Coordinates available dates for surgery and scheduling of pre and post operative exams and lab work. Obtains and distributes necessary paperwork and maintains system to track completion. Coordinates surgery schedule changes as necessary. 8. Schedules and coordinates departmental meetings, classes, clinics, conferences, etc. 9. Utilizes computer input and retrieve data. Merges and manipulates data to generates complex rep