Lead Periop Communication Associate

Yale New Haven Health; New Haven (CT); On-site; USD 48,000 - 62,000; Full time

Job summary

Yale New Haven Health (YNHHS) is seeking a Coordinator in Perioperative Services to oversee frontline staff, coordinate reception, scheduling and patient communication, and ensure service excellence. The role requires attention to detail, HIPAA compliance, and the ability to work with medical staff, patients and families.

You will help with staffing, training, and developing new procedures to improve department operations.

Qualifications

• Requires high school diploma with college-level continuing education preferred.
• Three or more years in hospital admin, registration or scheduling desirable.
• Strong communication, organization and problem-solving skills.

Responsibilities

• Coordinate staff for reception, scheduling and patient communication.
• Develop and maintain schedules; assist with hiring and training.
• Ensure HIPAA compliant medical records and accurate patient data.
• Manage surgery scheduling and patient flow in OR.
• Provide excellent customer service and improve patient experience.
• Produce reports on service quality and productivity.

Skills

Interpersonal skills

Leadership

Organization

Communication

Problem-solving

Attention to detail

Education

High School diploma or equivalent

Bachelor's Degree preferred

Tools

Microsoft Office

Epic or scheduling systems

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.

Under the general direction of the Supervisor, the Coordinator is responsible for coordinating the staff who perform various reception, scheduling and communication liaison functions. The role ensures positive interactions with patients, family members, medical staff, third party representatives and hospital personnel. It promotes good customer service in the work environment, effectively utilizes all computer systems, performs statistical and QA functions, contributes to hiring, reviews and scheduling of employees, and develops new procedures to enhance departmental operations. The Coordinator may serve as a front-line communication associate/assistant, support physician and surgery scheduling, manipulate the surgery schedule, and handle pre/post-operative information. The position requires strong attention to detail, accuracy, and patient sensitivity, and maintains high awareness of Service Excellence while working independently with limited supervision.

Responsibilities

• LEADERSHIP: Coordinates work activities of staff to maintain daily workflow and takes charge during the absence of management. Develops work schedules, contributes to hiring, training and reviews of employees, and manages statistical reports.
  • Assumes in-charge responsibilities during the absence of management or as needed, which may include coverage on evenings, nights and weekends.
  • Acts as a role model, balancing the needs of the customer with the productivity of the department.
  • Arrives to work dressed in the appropriate uniform as identified by the department 100% of the time.
  • Provides input on disciplinary action when departmental and hospital policies have been violated.
  • Reviews and updates all training materials and provides training to other staff members. Ensures all mandatory training requirements are met.
  • Prepares monthly and/or weekly schedules and adjusts staffing for illnesses, absences and unexpected events. Assigns and monitors daily workload.
  • Ensures employees comply with HIPAA regulations and YNHHS guidelines, addressing violations.
  • Participates in meetings with external departments related to patient communication/coordination processes.
  • Provides ongoing reports to track customer service standards, quality assurance and employee productivity.
  • Incorporates new policies and procedures related to the Perioperative Services department.
• PROBLEM SOLVING: Integrates resources and avenues to assess staff needs, using problem-solving and decision-making methods to resolve issues.
  • Resolves difficult situations based on department guidelines and seeks leadership assistance when needed.
  • Identifies, communicates and implements processes that optimize patient communication and experience.
  • Helps determine course of action when analyzing and resolving problems.
• COMMUNICATION LIAISON: Performs reception and communication duties to meet patient, visitor, and staff needs in support of Peri-operative Services. Serves as a departmental content expert.
  • Knowledgeable of all applicable downtime policies and procedures.
  • Updates policies and procedures as needed.
  • Monitors, evaluates and responds to workflow abnormalities.
  • Proficient in utilizing Microsoft applications.
• MEDICAL RECORD MAINTENANCE: Ensures all patient medical records/forms maintain HIPAA compliance.
  • Receives, reviews, sorts, prioritizes and scans necessary documents.
  • Ensures accurate document retrieval processes.
• REGISTRATION/ADMITTING: Initiates and completes patient visit information to manage OR status and prioritize patient flow.
  • Collects patient demographic and insurance information; collects co-payments/deductibles at surgery as needed.
  • Properly identifies patients during arrival in accordance with Patient Identity/Red Flag rules.
  • Prints identification labels and places ID bands.
  • Processes various types of patient bookings (direct admits, inpatients, etc.).
  • Escorts patients to treatment areas.
  • Maintains visitor volume and adheres to visitor pass restrictions.
  • Provides directions within the hospital to surgical patients and support departments.
• SURGERY SCHEDULING: Coordinates tasks related to patient surgical scheduling.
  • Monitors add-on case depot for case placement coordination via Epic case entry.
  • Collects booking sheets and consents from clinics via fax and follows up.
  • Prepares for emergency preparedness (Level 1 or Level 2 cases) and is proficient in downtime and incident planning.
• CUSTOMER SERVICE: Provides excellent customer service in accordance with YNHHS protocol.
  • Ensures smooth processes for a positive patient experience, acknowledging patients, physicians and visitors.
  • Identifies suboptimal service events and initiates service recovery.
  • Contributes to a positive work environment and discourages divisionistic thinking.
  • Demonstrates YNHHS Values: empathy, responsibility, patient- and family-first attitude.
• RESOURCE MANAGEMENT: Utilizes resources to support patient experience.
  • Provides support in other perioperative areas and maintains skill sets.
  • Participates in committees, meetings, workgroups, and in-services, leading team building and communication enhancements.
  • Optimizes time relative to role independently.
• SUPPORTS ORGANIZATION AND DEPARTMENT GOALS:
  • Performs functions per established policies and procedures.
  • Actively participates in departmental goal setting, reviewing data and implementing changes.
  • Demonstrates thorough understanding of patient communication, OR workflows and overall hospital operations.
• Performs other duties as assigned by leadership.

Qualifications

Education

High School graduate with demonstrated continuing education at a college level program or equivalent experience. Bachelor's Degree preferred.

Experience

Three or more years experience in a hospital environment with emphasis on customer service, administrative clerical, registration and/or scheduling processes. Ability to utilize PC applications, including Microsoft Office. One year experience managing high volume telephone calls or experience as an operator or dispatcher is preferred.

Special Skills

Excellent interpersonal skills and leadership ability. Self-directed, well organized and exhibiting team-oriented skills with the ability and desire to educate and advocate for patients and their families. Must be able to multitask and reprioritize in response to fluctuations in volume. Strong interpersonal skills and ability to build rapport with a wide variety of individuals including clinical staff to meet operational and patient needs. Excellent investigative, critical thinking and problem-solving skills. Intermediate computer skills and the ability to adapt to various programs/systems. Demonstrated proficiency in understanding registration work queues that affect workflow. Must be able to provide training or in-service to other staff and areas within the department. Consistently demonstrates effective written and oral communication skills in coordination with the Standards of Professional behavior with the ability to communicate complex requirements across clinical and financial disciplines. Demonstrates working knowledge of medical terminology.

EEO/AA/Disability/Veteran

YNHHS Requisition ID 185927