Smilow Cancer Hospital ยท 4 days ago
Front desk reception
Greenwich, CT
Full-time
Onsite
Entry Level
1+ years expSmilow Cancer Hospital is dedicated to providing exceptional patient care and support. The Front Desk Receptionist serves as the first point of contact for patients and callers, managing inbound communications and ensuring efficient routing of calls to the appropriate departments.
Hospital & Health Care
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
90% or better live answer of inbound calls
Phone lines open consistently during established business hours
Incoming calls are reconciled at end of business each day to ensure each call has been responded to in a timely manner
Forwards calls to Answering Service daily at close of business without fail; attends to messages from Answering service promptly at beginning of each day and throughout the day to retrieve roll over calls
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
Answers the telephone in a pleasant and courteous manner within 3 rings, identifying the department and self as directed, demonstrating sensitivity to the varying needs and communication styles of our culturally diverse patients, families and staff
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 vs 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; refers more complex or time-consuming scheduling requests to access staff
Actively contributes to all unit activities that support a positive work environment
Demonstrates proficiency in operating the telephone system, paging, call transfer; refers technical issues or problems immediately to supervisor
Places out-of-state and international calls; schedules and coordinates conference calls or peer to peer contacts as required
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
Qualification
Required
Graduation from high school including or supplemented by secretarial training courses
One (1) to two (2) years of secretarial or business related experience involving public contact
Must possess good typing and data entry skills
Must have good computer skills; word processing, Microsoft Office and Excel Program knowledge desired
Excellent communication skills
Ability to work under varying work loads and deal with extremely ill patients as well as a variety of professionals
Thorough knowledge of third party terminology
Preferred
Experience in a patient care environment
Company
Smilow Cancer Hospital
At Smilow Cancer Hospital at Yale New Haven, hundreds of specialists are changing the face of cancer treatment.
11-50 employees
Funding
Current Stage
Early StageLeadership Team
Jeremy Kortmansky
Associate CMO for Network Medical Services, Chief Network Officer
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