[Hiring] Primary Care New Patient Access Representative @Yale New Haven Health

Role Description

The Connection Center Referral Specialist serves as the primary point of entry for new or referred patients into the Yale New Haven Health System (YNHHS) aligned clinician enterprise and delivers high-quality customer service by communicating with patients, caregivers, and other key stakeholders over the phone to guarantee smooth access and scheduling coordination. The Connection Center Referral Specialist is responsible for requesting information related to coordinating and scheduling clinical provider office visits, procedures/treatments, and exams within the YNHHS aligned clinician enterprise.

• Ability to schedule complex appointments and/or procedures in a high-volume call center for new, referred, or existing patients within the YNHHS aligned clinician enterprise and resolve any scheduling conflicts.
• Accurately handles new patient registration and creation of patient records in EPIC. Verifies patient insurance information and follows scheduling protocols for urgent requests.
• Highly knowledgeable in all aspects of the department's scheduling requirements and able to assist others as needed, in compliance with scheduling protocols.
• Delivers high-quality customer service by answering incoming calls, provides necessary information/instruction, and educates them on appointment/exam preparation, answers inquiries and concerns, and provides guidance related to insurance referrals or authorizations as needed.
• Screens, verifies, and obtains patient information to ensure accuracy when scheduling appointments, procedures, or exams. Has a higher technical knowledge of procedures and understands diagnosis as well as what is required to perform the scheduled procedure or office visit.
• Reschedules or cancels appointments as requested and notifies and confirms the change based on patient or provider request.
• Utilizes various computer applications and scheduling software to schedule multiple appointments within the YNHHS aligned clinician enterprise across multiple modalities.
• Notifies appropriate parties if a patient requires labs or premedication for allergies, oral sedation medication, etc.
• Ability to proactively identify and recommend process improvements including additional opportunities for enhancements to communication.
• May perform other duties as assigned.

Qualifications

• High school graduate or GED required.
• Minimum of one (1) year as Connection Center Scheduler currently in good standing or experience in a high-volume patient scheduling customer service environment or comparable administrative experience required.
• Prior experience working within a physician's office/medical practice, hospital, or health system and familiarity with a call center and appointment scheduling preferred.
• Experience with Microsoft Office Suite (Outlook, Word, Excel, PowerPoint).
• Ability to comply with the Health Insurance Portability and Accountability Act (HIPAA) while discreetly handling confidential and sensitive patient information.
• Ability to work effectively and efficiently within a team.
• Advanced knowledge of medical terminology and understanding of different payor types (Medicare, Medicaid, PPO, HMO, etc.).
• Excellent organizational, multi-tasking, communication, interpersonal, problem-solving, customer service, and listening skills with a strong attention to detail.
• Advanced knowledge of office procedures and operations and knowledge of working within an Electronic Medical Records (EMR) system.
• Demonstrates professional, accurate, effective, and tactful written, verbal, and nonverbal communication with patients, providers, colleagues, and other departments/areas within the YNHHS aligned clinician enterprise.
• Accepts and handles unexpected situations and changes calmly and with confidence; adapts in a positive and productive manner.
• Ability to accurately prepare and maintain records, files, reports, and correspondence with minimal errors.

Physical Demand

• Work is performed in a remote or office-based environment and requires the ability to operate standard office equipment.

YNHHS Requisition ID

185317