Temporary Clinical Receptionist OJT - Central Reception

Working at Yale means contributing to a better tomorrow. Whether you are a current resident of our New Haven-based community, eligible for opportunities through the New Haven Hiring Initiative, or a newcomer, interested in exploring all that Yale has to offer, your talents and contributions are welcome. Discover your opportunities at Yale!

Overview

The On-the-Job Training Program (OJT) is an employment pathway between 8 – 24 weeks in duration. This temporary assignment is available to qualified New Haven Works (NHW) members and is part of the New Haven Hiring Initiative (NHHI) joint partnership between Local 34, Local 35, and Yale University. This pathway will help members gain hands-on knowledge and work experience at Yale University. Through participating in the program, members will acquire relevant job skills and use them while integrating into their everyday work environment. The OJT experience will strengthen the New Haven Works member’s candidacy for regular, full-time employment at the University.

Yale Health’s Clinical Reception University OJT (CRU OJT) pathway produces competent clinical receptionists capable of working across Yale University. CRU trainees gain basic understanding and working knowledge of EPIC, call triage protocols, and best practices in patient-facing interactions.

The Clinical Receptionist 2 provides comprehensive clinical scheduling and high-level administrative and secretarial support. This includes managing a high volume of incoming calls and faxes, assessing the nature and urgency of inquiries, and directing callers as appropriate. The role involves evaluating scheduling requests within a team-based structure, ensuring prompt and courteous service to patients and referring providers using the EPIC scheduling system. Duties also include checking patients in and out, managing appointments, providing information to patients and visitors, and maintaining accurate patient records. Flexibility in work hours and the ability to provide cross-coverage in various clinical areas are essential.

Required Skills and Abilities

1. Customer Service: Demonstrated excellent customer service skills with strong verbal and interpersonal communication, capable of interacting professionally with patients, providers, and staff.
2. Organizational Skills: Strong attention to detail and timeliness, able to handle multiple tasks and prioritize effectively in a fast-paced environment.
3. Technology Proficiency: Proficiency in EPIC or similar EMR systems, with experience in scheduling and patient information management.
4. Communication and Listening: Effective listening skills and the ability to accurately assess and direct inquiries, with professional telephone etiquette.
5. Independence and Judgment: Ability to use sound independent judgment and critical thinking to manage patient interactions and resolve issues effectively.

6. References must indicate a proven record of exemplary attendance, punctuality and reliability.

Preferred Skills and Abilities

1. Medical Terminology: Knowledge of medical terminology and previous experience in a medical office or call center, especially in high-volume settings.
2. Bilingual Skills: Spanish-speaking proficiency is advantageous for communicating with a diverse patient population.
3. Advanced Technology Skills: Experience with additional software, such as Microsoft Excel and multi-line telephone systems, is beneficial.
4. Specialized Experience: Experience in specific medical fields like oncology, cardiology, or dermatology, and familiarity with specialized EPIC modules like Cadence.
5. Flexibility and Adaptability: Demonstrated ability to adapt to different clinical areas, manage high call volumes, and learn new procedures and technologies quickly.

Principal Responsibilities

1. Answers telephone calls and assess urgency of call. Provides assistance or directs caller to appropriate person, contacting physician/nurse directly for urgent needs. Provides assistance to other receptionists in screening patient calls. 2. Provides specialized information related to section, policies, procedures, insurance and services. Assists patients with the completion of forms. 3. Builds monthly provider master schedules and clinic calendars from established sources and verifies provider sessions worked. Modifies master schedules to accommodate time off, extra patients, hospital emergencies, etc. Creates patient bump lists as necessary due to last minute provider call outs. 4. Schedules patient appointments and resolves scheduling conflicts. Notifies patients of changes/cancellations and prioritizes urgency of appointments for rescheduling. May schedule patients into clinical research studies. 5. Receives patients and visitors. Secures name