Receptionist

Telephone Receptionist

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.

Responsibilities

• 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.
• 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 (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.
• 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.
• Refers patient calls for appointment scheduling as follows: refers treatment scheduling or cancellation requests to clinical staff.
• Demonstrates proficiency in operating the telephone system, paging, call transfer; refers technical issues or problems immediately to supervisor.
• Is familiar with call volume metric reporting including number of calls handled, call wait and abandonment rates.
• Keeps contact lists current (e.g., addresses, phone and email contacts)
• Performs miscellaneous job-related duties as assigned.

Qualifications

Graduation from high school.

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.

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.