Phone Receptionist

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.

Reporting to the Smilow Clinical Program Manager, the telephone receptionist is the first contact for all inbound calls to the central phone number for a designated ambulatory oncology network practice site, serves as the conduit for external callers and internal contacts and generally manages the flow of all inbound telephone communications expediently (within 3-4 rings), appropriately (according to script) and accurately (correct message content and routing).

EEO/AA/Disability/Veteran
Responsibilities

• 1. 1.0 Demonstrates exceptional customer service skills during interactions with the public and accomplishes core duties of the role in accordance with Smilow Call Management Standards and Principles. 1.1 90% or better live answer of inbound calls 1.2 Phone lines open consistently during established business hours 1.3 Incoming calls are reconciled at end of business each day to ensure each call has been responded to in a timely manner. 1.4 Forwards calls to Answering Service daily at close of business without fail; attends to messages from Answering service promptly at beginning of each day and throughout the day to retrieve roll over calls.
• 2. 2.0 Receives and appropriately routes all inbound telephone calls in a timely manner; responds to simple requests for general information related to hours of operation, directions, parking.
• 2.1 Answers the telephone in a pleasant and courteous manner within 3 rings, identifying the department and self as directed, demonstrating sensitivity to the varying needs and communication styles of our culturally diverse patients, families and staff.
• 3. 3.0 Uses scripted call screening questions and judgement to distinguish between urgent and non-urgent calls and accurately determines to whom and how (i.e., via warm transfer vs inbasket message) and to whom to route the call. Makes direct contact with provider or nurse for urgent clinical calls
• 4. 4.0 Initiates telephone encounters in Epic system with complete information and routes calls to appropriate clinician or Epic inbasket pool in accordance with Smilow Telephone Triage guidelines.
• 5. 5.0 Refers patient calls for appointment scheduling as follows: 5.1 refers treatment scheduling or cancellation requests to clinical staff 5.2 refers more complex or time-consuming scheduling requests to access staff
• 5.1 Actively contributes to all unit activities that support a positive work environment.
• 6. 6.0 Demonstrates proficiency in operating the telephone system, paging, call transfer; refers technical issues or problems immediately to supervisor. 6.1 Places out-of-state and international calls; schedules and coordinates conference calls or peer to peer contacts as required.
• 7. 7.0 Is familiar with call volume metric reporting including number of calls handled, call wait and abandonment rates.
• 8. 8.0 Keeps contact lists current (e.g., addresses, phone and email contacts)
• 9. 9.0 Performs miscellaneous job-related duties as assigned.

Qualifications

EDUCATION

Graduation from high school including or supplemented by secretarial training courses.

EXPERIENCE

One (1) to two (2) years of secretarial or business related experience involving public contact. Experience in a patient care environment is preferred.

SPECIAL SKILLS

Must possess good typing and data entry skills. Must have good computer skills; word processing, Microsoft Office and Excel Program knowledge desired. Excellent communication skills. Ability to work under varying work loads and deal with extremely ill patients as well as a variety of professionals. Thorough knowledge of third party terminology.

YNHHS Requisition ID

145575