Primary Care Access Rep

Yale New Haven Health • Hamden, CT

5d

About The Position

The Primary Care Access Rep serves as a primary point of entry for patients into the Yale New Haven Health System (YNHHS) aligned clinician enterprise. The role provides high-quality customer service by communicating with patients, caregivers, and other stakeholders over the phone, gathering information to coordinate and schedule clinical provider office visits, procedures, and treatments, and supporting smooth access to care. Employees are expected to understand and support the YNHHS Vision and Mission and demonstrate its values of integrity, patient-centeredness, respect, accountability, and compassion.

Requirements

• High school graduate or GED required.
• At least one year of experience in a high-volume patient scheduling customer service environment or comparable administrative experience required.
• Experience with Microsoft Office Suite, including Outlook, Word, Excel, and PowerPoint.
• Ability to comply with 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 payor types such as Medicare, Medicaid, PPO, and HMO.
• Strong organizational, multitasking, communication, interpersonal, problem-solving, customer service, and listening skills, with attention to detail.
• General knowledge of office procedures and operations and experience working in an Electronic Medical Records (EMR) system.
• Professional, accurate, effective, and tactful written, verbal, and nonverbal communication with patients, providers, colleagues, and other departments.
• Ability to handle unexpected situations and changes calmly and confidently and adapt positively and productively.
• Ability to accurately prepare and maintain records, files, reports, and correspondence with minimal errors.
• Ability to operate standard office equipment.

Nice To Haves

• Prior experience in a physician's office, medical practice, hospital, or health system.
• Familiarity with a call center and appointment scheduling.

Responsibilities

• Answer a high volume of incoming calls promptly, provide accurate customer service, and obtain required information from callers.
• Schedule patient appointments, procedures, and exams within the YNHHS aligned clinician enterprise and resolve scheduling conflicts according to protocols.
• Greet callers professionally, provide information and instructions, educate them on appointment or exam preparation, answer questions and concerns, and guide them on insurance referrals or authorizations as needed.
• Screen, verify, and obtain patient information to ensure accuracy when scheduling appointments, procedures, and exams.
• Reschedule or cancel appointments upon request and notify callers or confirm changes based on patient or provider requests.
• Use computer applications and scheduling software to schedule multiple appointments across multiple modalities.
• Maintain strong knowledge of department scheduling requirements and assist others as needed.
• Perform other duties as assigned.

What This Job Offers

• Job Type: Full-time
• Career Level: Entry Level
• Education Level: High school or GED