Call Center Navigator

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Overview

In 1971, Yale University established Yale Health to provide health services to its facility, staff and students through a multidisciplinary health maintenance organization located on campus. Yale Health has approximately 50,000 members including students, staff, faculty and their families who come from every state in the country and almost every country in the world and is committed to an inclusive workplace.

Our state-of-the-art facility at 55 Lock Street, is where our members receive most of their care from our 150+ providers. It is a 144,000 square foot medical facility with over 90 exam rooms, an Acute Care Department, a 15-bed inpatient facility with two negative pressure rooms, a diagnostic imaging suite including MR and CT scan, x-ray and ultrasound and a full-service retail pharmacy.

Assist in providing seamless, coordinated, and compassionate care at every patient encounter. Answer inbound calls and messages for 13 clinical sections supported by the Call Center at Yale Health. Consistently provide exemplary and responsive customer service in a high volume, primary care support environment. Demonstrate a high degree of initiative and use of sound, independent judgment, and critical thinking to positively manage patient interactions.

Additional Responsibilities include:

• Utilizing high level customer service orientation, answers inbound calls and messages on multi-channel contact center platform, assess reason for call and direct the caller to the appropriate person/location.

• Utilizing the EMR (EPIC), schedule patient appointments based on section specific criteria.

• Convey patient information to the triage resource by quickly and accurately documenting and routing telephone encounters.

• Serve as a source of information to patients on section specific policies and procedures.

• Facilitates the scheduling of internal referrals in a timely fashion.

• Following section specific criteria, provide timely and accurate support for rescheduling activities

• Perform additional functions incidental to office activities as needed.

The "Job Description" section above lists duties generic in nature and do not reflect specific duties of this position. Please refer to the Overview for the comprehensive and detailed outline of what the duties of this position will entail.

Schedule/Shift: Full-time, M-F, 37.50 hours, schedule 8:30 a.m. - 4:30 p.m. Early mornings, evenings, occasional weekends or holidays/recess may also be required.

Required Skills and Abilities

1. Outstanding interpersonal, communication and customer service skills, as attested by references, with the ability to work with all levels of staff to satisfy patient inquiries. Ability to work effectively and respectfully with a diverse population.

2. High degree of initiative with the ability to use sound independent judgment and critical thinking to effectively and appropriately manage patient interactions.

3. Ability to utilize active listening skills to accurately assess and direct callers and messages to the appropriate resource. Working knowledge of medical terminology.

4. Demonstrated ability to handle heavy phone volume. Ability to multi-task and meet performance standards in a fast paced, stressful environment. Ability to schedule in an electronic medical record, such as Epic.

5. Well-developed written communication skills, including spelling, grammar and punctuation in order to take and relay accurate and complete messages.

Preferred Skills and Abilities

Demonstrated experience providing direct customer service support in an ambulatory care facility. Proficiency in Epic or similar EMR system. Demonstrated experience with contact center software and phones systems.

Principal Responsibilities

1. Answers telephone calls and assess urgency of call. Provides assistance or directs caller to appropriate person, contacting physician/nurse directly for urgent needs. Provides assistance to other receptionists in screening patient calls. 2. Provides specialized information related to section, policies, procedures, insurance and services. Assists patients with the completion of forms. 3. Builds monthly provider master schedules and clinic calendars from established sources and verifies provider sessions worked. Modifies master schedules to accommodate time off, extra patients, hospital emergencies, etc. Creates patient bump lists as necessary due to last minute provider call outs. 4. Schedules patient appointments and resolves scheduling conflicts. Notifies patients of changes/cancellations and prioritizes urgency of appointments for rescheduling. May schedule patients into clinical research studies. 5. Receives patients and visitors. Secures names and needs and directs accordingly. Updates patient information and verifies insurance information, level of services and tracks referrals when necessary. Initiates billing process by completing patient encounter forms and accepts and processes fee for service payments. 6. Books diagnostic tests and specialized appointments for patients at hospitals and other medical facilities and ensures patients are provided with necessary paperwork and specialized instructions for procedures. 7. Schedules surgical procedures for patients. Coordinates available dates for surgery and scheduling of pre and post operative exams and lab work. Obtains and distributes necessary paperwork and maintains system to track completion. Coordinates surgery schedule changes as necessary. 8. Schedules and coordinates departmental meetings, classes, clinics, conferences, etc. 9. Utilizes computer input and retrieve data. Merges and manipulates data to generates complex reports. Compiles and maintains clinical and patient statistical data and produces summaries and reports. 10. Keyboards correspondence, clinical information, reports, publicity material, educational handouts etc. Composes general written material. 11. Obtains patient charts, medical records and lab reports and verifies for completeness. 12. Sorts, screens and distributes incoming mail. Prioritizes and ensures completion of medical forms by clinical staff. Coordinates interdepartmental communication including distribution of medical records and reports. 13. Establishes and maintains filing systems. 14. Maintains inventory of office supplies and educational material. 15. May oversee and instruct support staff. Ensures adequate coverage of reception desk. 16. Performs additional functions incidental to office activities. Required Education and Experience Four years of related work experience, two of them in the same job family at the next lower level, and a high school education; or two years of related work experience and an Associate degree; or an equivalent combination of experience and education.

Job Posting Date

09/15/2026

Job Category

Administrative Support

Bargaining Unit

L34

Compensation Grade

Labor Grade C

Compensation Grade Profile

Hourly Range

$28.43

Time Type

Full time

Duration Type

Staff

Work Model

Hybrid

Background Check Requirements

All candidates for employment will be subject to pre-employment background screening for this position, which may include motor vehicle, DOT certification, drug testing and credit checks based on the position description and job requirements. All offers are contingent upon the successful completion of the background check. For additional information on the background check requirements and process visit "Learn about background checks" under the Applicant Support Resources section of Careers on the It's Your Yale website.

Health Requirements

This role is a healthcare worker position. Healthcare workers (HCW) are defined as university employees working a healthcare setting who have the potential for direct or indirect exposure to patients, human research subjects or infectious materials including body substance, contaminated medical supplies, devices and equipment, surfaces, or air. HCW have specific health requirements that must be met prior to starting work, including MMR vaccine or immunity, varicella (chickenpox) vaccine or immunity, TB screening, COVID vaccine according to University policy, hepatitis B vaccine or immunity, and annual flu vaccination.

Posting Disclaimer

The hiring rate of a role is determined in accordance with the provisions outlined in the respective collective bargaining agreement.

The intent of this job description is to provide a representative summary of the essential functions that will be required of the position and should not be construed as a declaration of specific duties and responsibilities of the position. Employees will be assigned specific job-related duties through their hiring department.

The University is committed to basing judgments concerning the admission, education, and employment of individuals upon their qualifications and abilities and seeks to attract to its faculty, staff, and student body qualified persons from a broad range of backgrounds and perspectives. In accordance with this policy and as delineated by federal and Connecticut law, Yale does not discriminate in admissions, educational programs, or employment against any individual on account of that individual's sex, sexual orientation, gender identity or expression, race, color, national or ethnic origin, religion, age, disability, status as a special disabled veteran, veteran of the Vietnam era or other covered veteran.

Inquiries concerning Yale's Policy Against Discrimination and Harassment may be referred to the Office of Institutional Equity and Accessibility (OIEA).

Note

Yale University is a tobacco-free campus.