Telephone Receptionist at Yale New Haven Health

North Haven, Connecticut, United States -

Full Time

Start Date

Immediate

Expiry Date

20 Jun, 26

Salary

0.0

Posted On

22 Mar, 26

Experience

0 year(s) or above

Remote Job

Yes

Telecommute

Yes

Sponsor Visa

Skills

Customer Service, Call Management, Telephone System Operation, Paging, Call Transfer, Data Entry, Typing, Computer Skills, Word Processing, Communication Skills, Epic System, Call Screening, Judgment

Industry

Hospitals and Health Care

Description

Overview To be part of our organization, every employee should understand and share in the YNHHS Vision, support our Mission, and live our Values. These values - integrity, patient-centered, respect, accountability, and compassion - must guide what we do, as individuals and professionals, every day. Reporting to the Smilow Clinical Program Manager, the telephone receptionist is the first contact for all inbound calls to the central phone number for a designated ambulatory oncology network practice site, serves as the conduit for external callers and internal contacts and generally manages the flow of all inbound telephone communications expediently (within 3-4 rings), appropriately (according to script) and accurately (correct message content and routing). EEO/AA/Disability/Veteran Responsibilities 1. Demonstrates exceptional customer service skills during interactions with the public and accomplishes core duties of the role in accordance with Smilow Call Management Standards and Principles. 1.1 90% or better live answer of inbound calls 2. Receives and appropriately routes all inbound telephone calls in a timely manner; responds to simple requests for general information related to hours of operation, directions, parking. 3. Uses scripted call screening questions and judgement to distinguish between urgent and non-urgent calls and accurately determines to whom and how (i.e., via warm transfer or inbasket message) and to whom to route the call. Makes direct contact with provider or nurse for urgent clinical calls. 4. Initiates telephone encounters in Epic system with complete information and routes calls to appropriate clinician or Epic inbasket pool in accordance with Smilow Telephone Triage guidelines. 5. Refers patient calls for appointment scheduling as follows: 5.1 refers treatment scheduling or cancellation requests to clinical staff 6. Demonstrates proficiency in operating the telephone system, paging, call transfer; refers technical issues or problems immediately to supervisor. 7. Is familiar with call volume metric reporting including number of calls handled, call wait and abandonment rates. 8. Keeps contact lists current (e.g., addresses, phone and email contacts) 9. Performs miscellaneous job-related duties as assigned. Qualifications EDUCATION Graduation from high school. EXPERIENCE One (1) to two (2) years of secretarial or business related experience involving public contact is preferred. Experience in a patient care environment is helpful. SPECIAL SKILLS Must possess good typing and data entry skills. Must have good computer skills; word processing. Excellent communication skills. Ability to work under varying workloads and deal with extremely ill patients as well as a variety of professionals. Thorough knowledge of third party terminology. YNHHS Requisition ID 174510

Responsibilities

The telephone receptionist acts as the primary contact for all inbound calls to an ambulatory oncology network site, managing call flow expediently, appropriately, and accurately according to established standards. Key duties include answering calls live, routing calls based on urgency and information needs, initiating encounters in the Epic system, and referring scheduling requests to clinical staff.