Yale NewHaven Health is hiring: Periop Communication Associate in New Haven

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 Communications Supervisor, and in cooperation with all the members of the patient care team, performs a wide range of customer relations, communications, administrative, and coordination functions that fully support patient care activities within the Perioperative Services Department. The Communications Specialist functions as a liaison between the surgery team and patient care activities within Perioperative Services. This role is responsible for processes related to patient check-in, check-out, registration, and possible scheduling processes related to patients within Perioperative Services. Obtains and updates the patient's basic demographics while adhering to the Patient Identity/Red Flag procedures to ensure patient safety. Obtains the required financial documentation at the time of registration as needed. Additionally, this individual works in collaboration with patients, physicians, nurse professionals, YM/NEMG, and various support service areas to accurately facilitate communication and patient flow activities, proficiently assesses and balances the patient volume in the pre-op, PACU, and OR area, assuring efficient workflow processing, as it relates to clerical functions. Consistently exhibits emotional maturity to support and provide excellent customer service as outlined in the hospital's standards of Professional Behaviors. Remains a "grace under fire" within emergency situations as they arise. Processes a variety of In-patient bookings i.e. direct admission, surgery as needed; additional functions would include, but are not limited to escorting patients to their treatment location. Supports leadership decisions related to the sequencing of complex physician and surgery scheduling. Under the guise of Perioperative Leadership, manipulates the surgery schedule as needed in coordination with the scheduling office, OR leadership, surgeons, equipment, and assistants needed for the procedure. Is familiar with standard concepts, practices, and procedures within a particular field to comply with scheduling requirements and distributes pre/post-operative information to patients. A major focus in completing these responsibilities will rely on the individual's attention to detail, specificity, and accuracy as it relates to the surgery, the supporting documentation, and an extraordinary level of patient sensitivity and compassion. Position requires the individual to maintain a high awareness of Service Excellence representing 'I am YNHH' and always exhibiting the Standards of Professional Behavior in all locations. Works independently under limited supervision, requiring a certain degree of creativity and latitude to successfully navigate complex scheduling and ensure a positive patient experience.

Responsibilities

1. Communication Liaison: In a pleasant, courteous and professional manner performs reception and communication duties to ensure all patient, visitor, and staff needs in support of the Peri-operative Services are met.
2. Medical Record Maintenance: Maintains all patients' medical records and forms relating to medical status and care maintaining HIPAA compliance.
3. Registration/Admitting: Initiates and completes patient visit information in accordance with protocol to manage the OR Status Board related to prioritizing the patient flow for the registration process within Perioperative Services.
4. Surgery Scheduling: Coordinates and supports tasks related to patient surgical scheduling.
5. Customer Service: Provides excellent Customer Service in accordance with YNHHS protocol.
6. Resource Management: Utilizes Health System and Department resources to effectively support patient experience.
7. Performs other duties as assigned by Leadership.

Qualifications

EDUCATION

High school diploma or GED required. Associate degree preferred.

EXPERIENCE

Two (2) to three (3) years in a customer service environment and/or administrative clerical experience preferably in any medical office or hospital setting, with emphasis on registration and/or scheduling. Ability to utilize PC Applications, including Microsoft Office. One (1) years' experience managing high volume telephone calls or experience as an operator or dispatcher is preferred.

SPECIAL SKILLS

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.