HVC-Scheduler, Connection Center

To be part of our organization, every employee should understand and share in the YNHHS Vision, support our Mission, and live our Values. These values - integrity, patient-centered, respect, accountability, and compassion - must guide what we do, as individuals and professionals, every day.

The Connection Center Scheduler serves as the primary point of entry for patients into the Yale New Haven Health System (YNHHS) aligned clinician enterprise and delivers high-quality customer service by communicating with patients, caregivers, and other key stakeholders over the phone. The Connection Center Scheduler is responsible for requesting information related to coordinating and scheduling clinical provider office visits, and other procedures/treatments within the YNHHS aligned clinician enterprise. The Connection Center Scheduler interacts directly with callers to guarantee smooth access and coordination of clinical provider office visits, procedures, and exams.

EEO/AA/Disability/Veteran

• 1. Promptly delivers quality and accurate customer service by answering a high volume of incoming calls and obtains all required information from the caller.
• 2. Schedules patient appointments, procedures, and/or exams within the YNHHS aligned clinician enterprise and resolves scheduling conflicts, in compliance with scheduling protocols.
• 3. Greets callers professionally, provides necessary information/instruction, educates them on appointment/exam preparation, answers inquiries and concerns, and provides guidance related to insurance referrals or authorizations as needed.
• 4. Screens, verifies, and obtains patient information to ensure accuracy when scheduling appointments, procedures, and/or exams.
• 5. Reschedules or cancels appointments as requested and notifies and/or confirms the change based on patient or provider request.
• 6. Utilizes various computer applications and scheduling software, to schedule multiple appointments within the YNHHS aligned clinician enterprise across multiple modalities.
• 7. May perform other duties as assigned.
• 8. Highly knowledgeable in all aspects of the department's scheduling requirements and able to assist others as needed.

EDUCATION

High school graduate or GED required.

EXPERIENCE

Minimum of one (1) year experience in a high-volume patient scheduling customer service environment or comparable administrative experience required. Prior experience working within a physician's office/medical practice, hospital, or health system and familiarity with a call center and appointment scheduling preferred.

SPECIAL SKILLS

Experience with Microsoft Office Suite (Outlook, Word, Excel, PowerPoint) Ability to comply with the Health Insurance Portability and Accountability Act (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 different payor types (Medicare, Medicaid, PPO, HMO, etc.). Excellent organizational, multi-tasking, communication, interpersonal, problem-solving, customer service, and listening skills with a strong attention to detail. General knowledge of office procedures and operations and knowledge of working within an Electronic Medical Records (EMR) system. Demonstrates professional, accurate, effective, and tactful written, verbal, and nonverbal communication with patients, providers, colleagues, and other departments/areas within the YNHHS aligned clinician enterprise. Accepts and handles unexpected situations and changes calmly and with confidence; adapts in a positive and productive manner. Ability to accurately prepare and maintain records, files, reports, and correspondence with minimal errors.

PHYSICAL DEMAND

Work is performed in a remote or office-based environment and requires the ability to operate standard office equipment.