REQUIRED EDUCATION AND EXPERIENCE

Six years of related work experience, four of them in the same job family at the next lower level, and high school level education; or four years of related work experience and an Associate’s degree; or little or no work experience and a Bachelor’s degree in a related field; or an equivalent combination of experience and education.

REQUIRED SKILL/ABILITY 1:

Demonstrated high degree of initiative with the ability to use sound independent judgement and critical thinking in order to effectively and appropriately manage patient/caller interactions. Ability to utilize active listening skills to accurately assess and direct callers to the appropriate resource.

REQUIRED SKILL/ABILITY 2:

Outstanding interpersonal skills. Warm and compassionate communication style. Extraordinary customer service skills with proven ability to professionally and effectively interact with all members of the patient’s care team, including but not limited to: the patient, parent, primary care provider, etc. Demonstrated actions as a caring and motivated team player.

REQUIRED SKILL/ABILITY 3:

Demonstrated ability to handle heavy phone volume. Ability to perform a variety of routine job tasks to meet occasional conflicting demands, time pressures, deadlines or emergencies. Strong organizational skills with a proven ability to pay attention to detail on a wide variety of complex matters.

REQUIRED SKILL/ABILITY 4:

Well-developed and competent in English language, grammar, spelling and punctuation to type accurately, enter all patient information and review medical records. Ability to deal with confidential and sensitive patient information in a professional manner while complying with all HIPAA regulations.

REQUIRED SKILL/ABILITY 5:

A proven record of exemplary attendance, punctuality and reliability.

PREFERRED EDUCATION, EXPERIENCE AND SKILLS:

Proven experience scheduling in a high-volume healthcare call-center/practice. Comprehensive knowledge of medical terminology. Proven experience using electronic medical record system, multi-line telephones, ACD lines and call queues. EPIC referral, messaging (i.e. in-basket messages), telephone encounters & chart review skills. Proficiency scheduling in EPIC. Spanish speaking.

BACKGROUND CHECK REQUIREMENTS

All candidates for employment will be subject to pre-employment background screening for this position, which may include motor vehicle, DOT certification, drug testing and credit checks based on the position description and job requirements. All offers are contingent upon the successful completion of the background check. For additional information on the background check requirements and process visit “Learn about background checks” under the Applicant Support Resources section of Careers on the It’s Your Yale website.

POSTING DISCLAIMER

The intent of this job description is to provide a representative summary of the essential functions that will be required of the position and should not be construed as a declaration of specific duties and responsibilities of the particular position. Employees will be assigned specific job-related duties through their hiring departments.

1. Oversees and coordinates administrative, program, and office activities. Establishes, selects, implements, and coordinates office procedures and systems. Serves as principal source of information to students, staff, and faculty on policies, procedures, programs, and office activities. 2. Oversees, instructs, and coordinates activities of support staff. Oversees the preparation of materials for grants, contracts and budgets. Monitors expenditures and reconciles financial statements. 3. Provides editorial support for a journal/publication. Proofreads and edits material for grammatical and factual accuracy. Tracks copy through various editing and production stages. Communicates with authors, printers, and others concerned with published work. 4. Determines administrative, facility, and equipment needs for symposia, lectures, seminars, and conferences. Assembles and arranges for necessary items. Determines sources of data. Compiles, synthesizes and manipulates data. Summarizes findings and writes reports or portions of reports. 5. Greets visitors. Answers and screens telephone calls. Assesses nature of business. Responds to requests for information and provides assistance. Screens and responds to mail. 6. Formats, keyboard, proofread, and edits correspondence, reports, manuscripts, grants, and other material. Assembles attachments and corresponding material. Reviews outgoing material for completeness, dates, and signatures. Composes substantive correspondence and written material. 7. Coordinates travel arrangements. Schedules and coordinates meetings and appointments. Orders and maintains inventory of supplies. Takes minutes or dictation. Performs additional functions incidental to office activities.