Smilow North Haven: Receptionist

Yale New Haven Health • North Haven, CT

405d

About The Position

The telephone receptionist plays a crucial role in managing inbound communications for a designated ambulatory oncology network practice site. This position serves as the first point of contact for callers, ensuring that all calls are answered promptly, routed accurately, and handled with exceptional customer service. The receptionist is responsible for using scripted protocols to assess the urgency of calls, initiating encounters in the Epic system, and maintaining updated contact lists, all while adhering to established call management standards.

Requirements

• 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.

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 to route the call.
• 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 or cancellation requests to clinical staff.
• Demonstrates proficiency in operating the telephone system, paging, call transfer; refers technical issues or problems immediately to supervisor.
• Keeps contact lists current (e.g., addresses, phone and email contacts).
• Performs miscellaneous job-related duties as assigned.

What This Job Offers

• Job Type: Full-time
• Industry: Hospitals
• Education Level: High school or GED