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 reports. Compiles and maintains clinical and patient statistical data and produces summaries and reports. 10. Keyboards correspondence, clinical information, reports, publicity material, educational handouts etc. Composes general written material. 11. Obtains patient charts, medical records and lab reports and verifies for completeness. 12. Sorts, screens and distributes incoming mail. Prioritizes and ensures completion of medical forms by clinical staff. Coordinates interdepartmental communication including distribution of medical records and reports. 13. Establishes and maintains filing systems. 14. Maintains inventory of office supplies and educational material. 15. May oversee and instruct support staff. Ensures adequate coverage of reception desk. 16. Performs additional functions incidental to office activities.
Preferred Education: Previous experience providing clinical reception, call center, or administrative support in a mental health environment. Excellent knowledge of Epic and Microsoft Word. Thorough knowledge of Yale Health services, benefits, and eligibility (including hospitalization benefits). Experience in supporting health education programs.
Preferred Education, Experience and Skills: Previous experience providing clinical reception, call center, or administrative support in a mental health environment. Excellent knowledge of Epic and Microsoft Word. Thorough knowledge of Yale Health services, benefits, and eligibility (including hospitalization benefits). Experience in supporting health education programs.
Required Skill/ability 5: Demonstrated ability to work as part of a team. Ability to multi-task. Exemplary attendance, punctuality and reliability, as attested by references.
Posting Position Title: Clinical Receptionist 2
Required Skill/ability 3: Proven experience handling confidential and sensitive information. Thorough knowledge of HIPAA and FERPA provisions concerning student records, medical records, and release of information. Superior communication and interpersonal skills with the ability to communicate respectfully and effectively.
Work Week: Standard (M-F equal number of hours per day)
University Job Title: Clinical Receptionist 2 - Yale Health MH&C
Required Skill/ability 1: Recent relevant experience, providing clinical reception, call center or administrative support in an ambulatory care setting. Ability to work under stress and handle emergent situations while maintaining a calm demeanor.
Required Skill/ability 4: Proven active listening skills to accurately assess and direct callers to the appropriate resources. Excellent grammar, punctuation, handwriting and proofreading in order to take accurate and legible messages.
Required Skill/ability 2: Superior customer service skills with the ability to utilize well-developed, independent judgment and critical thinking in order to respond to urgency of patient needs and resolve patient issues.
Four years of related work experience, two of them in the same job family at the next lower level, and a high school education; or two years of related work experience and an Associate degree; or an equivalent combination of experience and education.
Internal Number: 65019BR
About Yale University
Yale University is an American private Ivy League research university located in New Haven, Connecticut. Founded in 1701 in the Colony of Connecticut, the university is the third-oldest institution of higher education in the United States.