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Yale New Haven Health · 21 hours ago

Front desk reception

Greenwich, CT

Full-time

Onsite

Entry Level

1+ years exp

Yale New Haven Health is an organization that values integrity, patient-centered care, respect, accountability, and compassion. The Front Desk Reception role involves being the first point of contact for inbound calls, managing communications efficiently, and providing exceptional customer service to patients and families.

Health Care

H1B Sponsor Likely

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

Customer serviceTelephone communicationEpic systemTyping skillsMicrosoft OfficeData entryThird party terminologyCommunication skillsWork under pressure

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

Yale New Haven Health

Glassdoor3.7

Yale New Haven Health is making it easier for people to access the latest medical treatments, advanced research and innovations through our five outstanding hospitals – Yale New Haven, Bridgeport, Greenwich, Lawrence + Memorial and Westerly – and our affiliation with the prestigious Yale University and its highly-ranked Yale School of Medicine.

Founded in 1996

New Haven, Connecticut, USA

10001+ employees

https://www.ynhhs.org/

H1B Sponsorship

Yale New Haven Health has a track record of offering H1B sponsorships. Please note that this does not guarantee sponsorship for this specific role. Below presents additional info for your reference. (Data Powered by US Department of Labor)

Distribution of Different Job Fields Receiving Sponsorship

Represents job field similar to this job

Trends of Total Sponsorships

2024 (1)

2023 (1)

2022 (4)

2021 (6)

2020 (4)