Ambulatory Care Call Center Navigator

Yale New Haven Health; New Haven (CT); On-site; USD 36,000 - 48,000; Full time

Job summary

Yale New Haven Health is seeking a Call Center Specialist to handle a high volume of patient and provider calls, triage inquiries, and route information to appropriate resources. The role emphasizes accuracy, confidentiality, and strong customer service within a fast-paced setting.

The ideal candidate will have 2–5 years in customer service or patient care, proficient communication skills, and familiarity with medical terminology.

Qualifications

• Excellent verbal and written communication.
• Familiarity with Medical Terminology.
• Basic typing and keyboarding skills.

Responsibilities

• Triage calls to appropriate area after assessing reason for call.
• Follow scripted algorithm for symptoms reported when appropriate.
• Acts as a liaison between caller and support staff, dispatching calls per protocols.
• Communicate accurately, timely, and responsively with patients, physicians, and staff.
• Handle difficult callers with courtesy and professionalism.
• Use judgment to assess needs and route information correctly for telephonic transfer.
• Enter data accurately into computer systems and document calls.
• Adapt to changing workload and reprioritize tasks as needed.
• Provide information about departments, hours, locations, and contact numbers.
• Identify quality-improvement opportunities to enhance customer value.
• Report phone or computer problems to supervisor promptly.
• Maintain strict patient confidentiality.
• Uphold Yale New Haven Health System signature of care.

Skills

Communication

Medical terminology

Typing

Organizational skills

Interpersonal skills

Professionalism

Education

Associate's or Bachelor's degree preferred

High School Diploma

Job description

Yale New Haven Health is seeking a Call Center Specialist to handle a high volume of patient and provider calls, triage inquiries, and route information to appropriate resources. The role emphasizes accuracy, confidentiality, and strong customer service within a fast-paced setting.

The ideal candidate will have 2–5 years in customer service or patient care, proficient communication skills, and familiarity with medical terminology.