HVC-New Patient Access Rep

Yale New Haven Health; Hamden (CT); Hybrid; USD 42,000 - 55,000; Full time

Job summary

Yale New Haven Health looks for a Connection Center Referral Specialist to coordinate patient scheduling and information flow for referrals and visits. You will manage new patient entry in EPIC, confirm insurance details, and coordinate appointments with care teams in a fast-paced environment.

The role requires at least one year in a busy scheduling setting, HIPAA compliance, strong communication, and teamwork. Remote or office-based work options are available within the YNHHS system.

Qualifications

• High school diploma or GED required.
• Minimum of one (1) year as Connection Center Scheduler or experience in a high-volume patient scheduling/customer service environment.
• Experience working in a physician's office/medical practice, hospital, or health system preferred.

Responsibilities

• Schedule complex appointments and/or procedures in a high-volume call center for new, referred, or existing patients and resolve scheduling conflicts.
• Register new patients and create patient records in EPIC; verify insurance information and follow scheduling protocols for urgent requests.
• Be highly knowledgeable about department scheduling requirements and assist others as needed per protocols.
• Provide high-quality customer service by answering calls, giving information, and educating patients on appointment preparations and insurance referrals.
• Verify and obtain patient information to ensure accuracy when scheduling; understand procedures and requirements for visits.
• Reschedule or cancel appointments and confirm changes with patients or providers.
• Use scheduling software to manage multiple appointments across modalities within the YNHHS enterprise.
• Notify relevant parties if labs or premedication are required.

Skills

Microsoft Office

HIPAA compliance

Medical terminology

Teamwork

Customer service

Education

High school diploma or GED

Tools

EPIC EMR

Scheduling software

Job description

Overview

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 Referral Specialist serves as the primary point of entry for new or referred 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 to guarantee smooth access and scheduling coordination. The Connection Center Referral Specialist is responsible for requesting information related to coordinating and scheduling clinical provider office visits, procedures/treatments, and exams within the YNHHS aligned clinician enterprise.

EEO/AA/Disability/Veteran

Responsibilities

• 1. Ability to schedule complex appointments and/or procedures in a high-volume call center for new, referred, or existing patients within the YNHHS aligned clinician enterprise and resolve any scheduling conflicts.
• 2. Accurately handles new patient registration and creation of patient records in EPIC. Verifies patient insurance information and follows scheduling protocols for urgent requests.
• 3. Highly knowledgeable in all aspects of the department's scheduling requirements and able to assist others as needed, in compliance with scheduling protocols.
• 4. Delivers high-quality customer service by answering incoming calls, provides necessary information/instruction, and educates them on appointment/exam preparation, answers inquiries and concerns, and provides guidance related to insurance referrals or authorizations as needed.
• 5. Screens, verifies, and obtains patient information to ensure accuracy when scheduling appointments, procedures, or exams. Has a higher technical knowledge of procedures and understands diagnosis as well as what is required to perform the scheduled procedure or office visit.
• 6. Reschedules or cancels appointments as requested and notifies and confirms the change based on patient or provider request.
• 7. Utilizes various computer applications and scheduling software to schedule multiple appointments within the YNHHS aligned clinician enterprise across multiple modalities.
• 8. Notifies appropriate parties if a patient requires labs or premedication for allergies, oral sedation medication, etc.
• 9. Ability to proactively identify and recommend process improvements including additional opportunities for enhancements to communication.
• 10. May perform other duties as assigned.

Qualifications

EDUCATION

High school graduate or GED required.

Experience

Minimum of one (1) year as Connection Center Scheduler currently in good standing or 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. Advanced 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. Advanced 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.

YNHHS Requisition ID
195807