PAA

Yale New Haven Health•New Haven, CT

About The Position

The Practice Administrative Associate coordinates patient care and physician activity by greeting patients and visitors, answering telephone calls, scheduling appointments, and maintaining patient medical records. The role supports the ongoing operation of the practice’s check-in process and front desk, helping ensure that services are efficient, cost-effective, and consistent with organizational policies and procedures. The associate maintains appointment schedules, communicates schedule changes, handles patient arrivals and registration information, manages calls and messages, completes insurance pre-authorizations when necessary, tracks referrals, and maintains electronic or paper medical records. Daily administrative activities include retrieving and distributing faxes, filing, photocopying, sorting mail, and coordinating phone coverage with the answering service. The position also processes and reconciles patient payments, participates in quality-improvement activities and staff meetings, helps obtain patient and family feedback, provides cross-coverage, and may assist with chaperone duties during medical procedures. Employees are expected to support the YNHHS mission and vision and demonstrate its values of integrity, patient-centeredness, respect, accountability, and compassion. The role requires professional and effective communication with people of diverse backgrounds and a patient-centered approach to care.

Requirements

High school degree or equivalent.
At least 1 year of administrative or customer service experience.
Excellent organizational, communication, customer service, and teamwork skills.
Ability to multitask.
A core philosophy or values consistent with a patient-centered approach to care.
Professional, appropriate, effective, and tactful written, verbal, and nonverbal communication with patients, families, medical staff, colleagues, vendors, and other departments.

Nice To Haves

Prior experience in a physician’s office or medical practice, hospital, or health system.
Electronic medical record (EMR) experience.
Working knowledge of Microsoft Office applications.

Responsibilities

Maintain appointment schedule templates, including alterations, deletions, and additions, and communicate schedule changes to appropriate staff and physicians or providers.
Coordinate check-in and front desk operations to support efficient, cost-effective, quality service.
Greet patients, verify and obtain required information and signatures, and follow NEMG policies and procedures.
Answer office telephone calls pleasantly, take accurate and complete messages, direct callers to appropriate personnel, and maintain proper telephone etiquette.
Complete insurance pre-authorizations for upcoming diagnostic tests and procedures when necessary, and track referrals received by the practice.
Maintain electronic medical records and/or paper medical charts according to NEMG policies and procedures.
Perform daily administrative tasks, including retrieving answering-service messages and voicemail, distributing faxes, filing, photocopying, and opening and sorting mail.
Forward phones to the answering service and notify it of physicians’ on-call status.
Collect and reconcile co-payments and cash drawers, including cash, checks, and credit card payments, within Epic and according to NEMG policies and procedures.
Collaborate in and contribute to individual, team, and department quality-improvement and evaluation activities, and attend and actively participate in staff meetings.
Interact effectively and professionally with people of all ages and diverse cultural, socioeconomic, educational, racial, ethnic, sexual-orientation, lifestyle, and physical-ability backgrounds.
Coordinate efforts to obtain patient and family feedback about healthcare experiences and participate in interventions addressing identified needs.
Perform other related or additional tasks requested by physicians and/or management, and provide cross-coverage as needed.
Assist with or perform chaperone duties for patient medical procedures as needed.