Yale New Haven Health is making it easier for people to access the latest medical treatments, advanced research and innovations through our five outstanding hospitals – Yale New Haven, Bridgeport, Greenwich, Lawrence + Memorial and Westerly – and our affiliation with the prestigious Yale University and its highly-ranked Yale School of Medicine.
Plus, our patients benefit from access to hundreds of dedicated primary care physicians and specialists in Northeast Medical Group and Yale Medicine. We also have advanced clinical relationships with multiple hospitals and numerous outpatient locations throughout the state so you can get the care you need, when you need it.
As one organization, we’re working together to make health care more patient-focused, more accessible and more cost-effective. Some call it personalized medicine. We call it good care.
For more information, check out the YNHHS Web site: www.ynhhs.org
The Connection Center Scheduler serves as the primary point of entry for patients, managing high-volume incoming calls to coordinate and schedule clinical provider visits and procedures.
They are responsible for verifying patient information, educating callers on appointment preparation, and ensuring accurate scheduling within the health system.
What you need
Candidates must have a high school diploma or GED and at least one year of experience in a high-volume patient scheduling or administrative environment.
Proficiency in Microsoft Office, knowledge of medical terminology, and the ability to handle confidential patient information in compliance with HIPAA are required.
Education: a high school diploma
Key skills
Customer serviceAppointment schedulingMedical terminologyElectronic medical recordsHIPAA complianceMicrosoft office suiteCommunication skillsProblem-solvingMulti-taskingOrganizational skillsData entryInsurance verificationCall center operationsAttention to detailInterpersonal skills
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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.
The Connection Center Scheduler serves as the primary point of entry for 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. The Connection Center Scheduler is responsible for requesting information related to coordinating and scheduling clinical provider office visits, and other procedures/treatments within the YNHHS aligned clinician enterprise. The Connection Center Scheduler interacts directly with callers to guarantee smooth access and coordination of clinical provider office visits, procedures, and exams.
EEO/AA/Disability/Veteran
Responsibilities
1. Promptly delivers quality and accurate customer service by answering a high volume of incoming calls and obtains all required information from the caller.
2. Schedules patient appointments, procedures, and/or exams within the YNHHS aligned clinician enterprise and resolves scheduling conflicts, in compliance with scheduling protocols.
3. Greets callers professionally, provides necessary information/instruction, educates them on appointment/exam preparation, answers inquiries and concerns, and provides guidance related to insurance referrals or authorizations as needed.
4. Screens, verifies, and obtains patient information to ensure accuracy when scheduling appointments, procedures, and/or exams.
5. Reschedules or cancels appointments as requested and notifies and/or confirms the change based on patient or provider request.
6. Utilizes various computer applications and scheduling software, to schedule multiple appointments within the YNHHS aligned clinician enterprise across multiple modalities.
7. May perform other duties as assigned.
8. Highly knowledgeable in all aspects of the department's scheduling requirements and able to assist others as needed.
Qualifications
EDUCATION
High school graduate or GED required.
EXPERIENCE
Minimum of one (1) year 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.
SPECIAL SKILLS
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. Intermediate 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. General 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.
Additional Information
Salary commensurate with experience:
Min $17.55
Mid $20.85
Max $24.79
YNHHS Requisition ID
192812
