Clinical Receptionist 2

Clinical Receptionist 2

The Clinical Receptionist 2 at Yale Medicine Administration (YMA) is essential to providing a positive patient experience at Yale Medicine clinics. This position provides high-level front office receptionist support within a YMA clinical site. The clinical receptionist performs routine administrative tasks while checking patients in and/or out when they are present in clinic. The clinical receptionist role is responsible for providing exceptional customer service to patient and provider inquiries, scheduling and confirming patient appointments, and providing information to patients, visitors or guests. In addition, this role is also responsible for providing cross-coverage to other clinical areas throughout YMA. This position is a front desk position working directly with patients.

Required Skills and Abilities

1. Demonstrates excellent customer service skills. Proven strong verbal & interpersonal skills in dealing with patients & peers. Strong organizational skills with accuracy & attention to detail. Strong attention to accuracy and timeliness. Excellent attendance.

2. Ability to work in a medical office scheduling patient appointments, updating patient information and notifying patients of changes/cancellations as necessary. Professional and effective telephone manner.

3. Proven strong organizational and communication skills, ability to work productively and independently under pressure with constant and varied interruptions and manage a broad variety of tasks and shifting priorities in a changing environment.

4. Ability to be sensitive to the needs of patients and families. Ability to deal with confidential and sensitive patient information in a professional manner while complying with all HIPPA regulations.

Principal Responsibilities

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.

Required Education and Experience 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.