Clinical Receptionist

Connecticut, United States
Tuesday, 29 December 2020
End of advertisement period
Sunday, 28 February 2021
Contract Type
Full Time

Position Focus:

Assist in providing seamless, coordinated and compassionate care at every patient encounter. Answer inbound calls for 10 clinical sections supported by the Call Center at Yale Health. Consistently provide exemplary and responsive customer service in a high volume, primary care support environment. Demonstrate a high degree of initiative and use of sound, independent judgment and critical thinking to positively manage patient interactions. Additional responsibilities include:

Utilizing high level customer service orientation, answers inbound calls on both ACD system and multi-line set, assess reason for call and direct the caller to the appropriate person/location. 

Utilizing the EMR, schedule patient appointments based on section specific criteria.

Convey patient information to the triage resource by quickly and accurately documenting and routing telephone encounters. 

Serve as a source of information to patients on section specific policies and procedures.

Facilitates the scheduling of internal referrals in a timely fashion.

Following section specific criteria, provide timely and accurate support for rescheduling activities.

Perform additional functions incidental to office activities.

Essential Duties

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 names and needs and directs accordingly. Updates patient information and verifies insurance information, level of services and tracks referrals when necessary. Initiates billing process by completing patient encounter forms and accepts and processes fee for service payments. 6. Books diagnostic tests and specialized appointments for patients at hospitals and other medical facilities and ensures patients are provided with necessary paperwork and specialized instructions for procedures. 7. Schedules surgical procedures for patients. Coordinates available dates for surgery and scheduling of pre and post operative exams and lab work. Obtains and distributes necessary paperwork and maintains system to track completion. Coordinates surgery schedule changes as necessary. 8. Schedules and coordinates departmental meetings, classes, clinics, conferences, etc. 9. Utilizes computer input and retrieve data. Merges and manipulates data to generates complex reports. Compiles and maintains clinical and patient statistical data and produces summaries and reports. 10. Keyboards correspondence, clinical information, reports, publicity material, educational handouts etc. Composes general written material. 11. Obtains patient charts, medical records and lab reports and verifies for completeness. 12. Sorts, screens and distributes incoming mail. Prioritizes and ensures completion of medical forms by clinical staff. Coordinates interdepartmental communication including distribution of medical records and reports. 13. Establishes and maintains filing systems. 14. Maintains inventory of office supplies and educational material. 15. May oversee and instruct support staff. Ensures adequate coverage of reception desk. 16. Performs additional functions incidental to office activities.

Required Education and Experience

Four years of related work experience, two of them in the same job family at the next lower level, and a high school education; or two years of related work experience and an Associate degree; or an equivalent combination of experience and education.

Required Skill/Ability 1:

Outstanding interpersonal, communication and customer service skills, as attested by references, with the ability to work with all levels of staff in order to satisfy patient inquiries. Ability to work effectively and respectfully with a diverse population.

Required Skill/Ability 2:

High degree of initiative with the ability to use sound independent judgment and critical thinking in order to effectively and appropriately manage patient interactions.

Required Skill/Ability 3:

Ability to utilize active listening skills to accurately assess and direct callers to the appropriate resource. ​Working knowledge of medical terminology.

Required Skill/Ability 4:

Demonstrated ability to handle heavy phone volume. Ability to multi-task and meet performance standards in a fast paced, stressful environment. Ability to schedule in an electronic medical record, such as Epic.

Required Skill/Ability 5:

Well-developed written communication skills, including spelling, grammar and punctuation in order to take and relay accurate and complete messages. References indicating a proven record of exemplary attendance, punctuality and reliability.

Preferred Education, Experience and Skills:

Previous experience providing direct customer service support in an ambulatory care facility. Proficiency in Epic or similar EMR system. Experience with multi-line telephones or ACD system.

Drug Screen


Health Screening


Background Check Requirements

All candidates for employment will be subject to pre-employment background screening for this position, which may include motor vehicle, DOT certification, drug testing and credit checks based on the position description and job requirements. All offers are contingent upon the successful completion of the background check. Please visit for additional information on the background check requirements and process.

Posting Disclaimer

The intent of this job description is to provide a representative summary of the essential functions that will be required of the position and should not be construed as a declaration of specific duties and responsibilities of the particular position. Employees will be assigned specific job-related duties through their hiring departments.

Affirmative Action Statement:

Yale University considers applicants for employment without regard to, and does not discriminate on the basis of, an individual’s sex, race, color, religion, age, disability, status as a veteran, or national or ethnic origin; nor does Yale discriminate on the basis of sexual orientation or gender identity or expression. Title IX of the Education Amendments of 1972 protects people from sex discrimination in educational programs and activities at institutions that receive federal financial assistance. Questions regarding Title IX may be referred to the University’s Title IX Coordinator, at, or to the U.S. Department of Education, Office for Civil Rights, 8th Floor, Five Post Office Square, Boston MA 02109-3921. Telephone: 617.289.0111, Fax: 617.289.0150, TDD: 800.877.8339, or Email:


Yale University is a tobacco-free campus