Job Overview
Employment Type
Full-time
Work Schedule
Standard Hours
Job Description
Yale New Haven Health System (YNHHS) is a prominent healthcare organization dedicated to delivering high-quality patient care and advancing medical innovation. Committed to its vision, mission, and core values of integrity, patient-centered care, respect, accountability, and compassion, YNHHS strives to create a supportive and empathetic environment for both patients and staff. As a leading health network, YNHHS operates numerous facilities including hospitals, ambulatory practices, and specialized care units, offering comprehensive healthcare services across the region. Their focus on patient well-being and operational excellence ensures that every employee contributes meaningfully to the organizational goals and the communities they serve.
The Telephone Receptionist position at YNHHS, reporting directly to the Smilow Clinical Program Manager, plays a vital role as the first point of contact for all incoming calls to a designated ambulatory oncology network practice site. The receptionist manages the flow of all inbound telephone communications efficiently, aiming for live answers within 3-4 rings while adhering strictly to scripted protocols to ensure accurate message content and routing. This role demands exceptional customer service skills and the ability to triage calls effectively to support oncology patients and staff. The Telephone Receptionist is responsible for facilitating communication between patients, healthcare providers, and administrative teams by using advanced telephone systems and Epic electronic health records for documenting and routing calls. The role emphasizes professionalism, quick judgment in recognizing urgent versus non-urgent calls, and maintaining a welcoming and respectful phone presence. This position is essential in enhancing patient experience and operational efficiency within the oncology practice, thereby contributing to overall patient care outcomes and team coordination at YNHHS. This job is suited for individuals who are detail-oriented, compassionate, and capable of managing high call volumes in a healthcare environment while maintaining accuracy and confidentiality.
The Telephone Receptionist position at YNHHS, reporting directly to the Smilow Clinical Program Manager, plays a vital role as the first point of contact for all incoming calls to a designated ambulatory oncology network practice site. The receptionist manages the flow of all inbound telephone communications efficiently, aiming for live answers within 3-4 rings while adhering strictly to scripted protocols to ensure accurate message content and routing. This role demands exceptional customer service skills and the ability to triage calls effectively to support oncology patients and staff. The Telephone Receptionist is responsible for facilitating communication between patients, healthcare providers, and administrative teams by using advanced telephone systems and Epic electronic health records for documenting and routing calls. The role emphasizes professionalism, quick judgment in recognizing urgent versus non-urgent calls, and maintaining a welcoming and respectful phone presence. This position is essential in enhancing patient experience and operational efficiency within the oncology practice, thereby contributing to overall patient care outcomes and team coordination at YNHHS. This job is suited for individuals who are detail-oriented, compassionate, and capable of managing high call volumes in a healthcare environment while maintaining accuracy and confidentiality.
Job Requirements
- Graduation from high school including or supplemented by secretarial training courses
- One to two years of secretarial or business related experience involving public contact
- Experience in a patient care environment helpful
- Good typing and data entry skills
- Good computer skills
- Excellent communication skills
- Ability to work under varying workloads and deal with ill patients and professionals
- Knowledge of third party terminology
Job Qualifications
- Graduation from high school including or supplemented by secretarial training courses
- One to two years of secretarial or business related experience involving public contact is preferred
- Experience in a patient care environment is helpful
- Must possess good typing and data entry skills
- Must have good computer skills including word processing
- Excellent communication skills
- Ability to work under varying workloads and deal with extremely ill patients and a variety of professionals
- Thorough knowledge of third party terminology
Job Duties
- 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
- 90% or better live answer of inbound calls
- 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
- Uses scripted call screening questions and judgement to distinguish between urgent and non-urgent calls and accurately determines to whom and how to route the call
- Initiates telephone encounters in Epic system with complete information and routes calls to appropriate clinician or Epic inbasket pool
- Refers patient calls for appointment scheduling as per guidelines
- Demonstrates proficiency in operating the telephone system, paging, call transfer
- Keeps contact lists current
- Performs miscellaneous job-related duties as assigned
Job Criteria
Experience
Mid Level (3-7 years)
Job Location
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