HVC - Team Lead, Connection Center

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 Team Lead is responsible for a team of Connection Center Schedulers and Referral Specialists. The Connection Center Team Lead oversees and guides the day-to-day scheduling and referral functions within the Yale New Haven Health System (YNHHS) aligned clinician enterprise. The Connection Center Team Lead has a patient-centered approach to care and ensures the highest level of customer service is delivered, while maintaining cost-effective procedures, to increase productivity and patient access to provider visits/referrals, or care. The Connection Center Team Lead uses excellent leadership skills to ensure the Connection Center Schedulers and Referral Specialists follow policies and procedures, use proper communication, and professionally provide necessary information and instruction to callers. The Connection Center Team Lead interacts directly with patients, caregivers, referring physician's offices, and other internal stakeholders to guarantee smooth access and coordination of clinical provider office visits, procedures, and/or exams within the YNHHS aligned clinician enterprise.

EEO/AA/Disability/Veteran

• 1. Delivers high-quality customer service by answering and returning phone calls to accurately assist callers in scheduling office visits, procedures, and/or exams.
• 2. Provides training and process improvement recommendations to team of Connection Center Schedulers and Referral Specialists.
• 3. May assist Connection Center Schedulers and Referral Specialists in screening and verifying patient or provider information to ensure accuracy when scheduling office visits, procedures, and/or exams.
• 4. Mediates or diffuses escalated conflict situations from Connection Center Schedulers, Referral Specialists, or callers in a professional and timely manner and escalates to the Manager, as necessary.
• 5. Manages high call volumes to ensure best customer service by monitoring the team's adherence to schedules and handling times.
• 6. Serves as a subject matter expert and educates the team on patient exam or procedure preparation, scheduling protocols, and answers patient-related questions.
• 7. Utilizes various computer applications and scheduling software to schedule multiple appointments within the YNHHS aligned clinician enterprise across multiple modalities.
• 8. Proactively identifies opportunities for process and communication improvements, including departmental templates/guides within the YNHHS aligned clinician enterprise, and provides suggestions or concerns to Manager for review.
• 9. Ensures and prioritizes patient scheduling for special procedures based on timing requirements as required by the provider or facility.
• 10. Notifies appropriate parties if a patient requires labs or premedication for allergies, oral sedation medication, etc.
• 11. May perform other duties as assigned.

EDUCATION

Associate degree in Business, Communication, or related field required. Additional years of experience above the minimum requirements may substitute for educational requirements.

EXPERIENCE

Minimum of two (2) years of experience in a high-volume patient scheduling customer service environment required. Prior experience working within a physician's office/medical practice, hospital, or health system and familiarity with a call center and appointment scheduling.

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 leadership, organizational, multi-tasking, communication, interpersonal, problem-solving, customer service, and listening skills with a strong attention to detail with an emphasis on service satisfaction and quality. 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. Ability and effectiveness in conflict resolution, diffusing escalations, and executing crucial conversations.

PHYSICAL DEMAND

Work is performed in a remote or office-based environment and requires the ability to operate standard office equipment.