Lab Call Center Specialist - Patient & Provider Support

Yale New Haven Health; Stratford (CT); On-site; USD 23,419 - 31,684; Full time

Job summary

Yale New Haven Health is seeking a Laboratory Medicine Call Center Specialist to handle a high volume of patient and provider calls, verify HIPAA information, and coordinate test results and scheduling. You will use Epic and related systems to relay accurate lab information while maintaining exceptional customer service standards.

The role requires strong multitasking, attention to detail, and effective communication with clinical and administrative teams to resolve inquiries promptly.

Qualifications

• High school diploma or GED required.
• Bachelor's degree in business related field preferred.
• 1–2 years’ work experience in a customer service environment, preferably in hospital/physician office with patient interaction.
• Strong computer and communication skills; familiarity with medical terminology.

Responsibilities

• Respond to patient and provider inquiries using the EMR and hospital standards to provide accurate results and information.
• Direct calls to appropriate departments (e.g., Radiology, Surgical Pathology) and resolve issues without additional calls whenever possible.
• Document customer service interactions and trends to improve service delivery and ensure HIPAA compliance and professional behavior.

Skills

Customer service

Education

High school diploma or GED

Bachelor's degree in business related field

Tools

Microsoft Word

Excel

Access

Job description

Yale New Haven Health is seeking a Laboratory Medicine Call Center Specialist to handle a high volume of patient and provider calls, verify HIPAA information, and coordinate test results and scheduling. You will use Epic and related systems to relay accurate lab information while maintaining exceptional customer service standards.

The role requires strong multitasking, attention to detail, and effective communication with clinical and administrative teams to resolve inquiries promptly.