Lead Clinical Receptionist

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Reporting to the Yale Medicine Administration Clinical Operations Manager, provide administrative leadership to the administrative support team for Yale Medicine Ophthalmology. This position will assist in the development of policies and procedures to ensure a consistent patient experience. Oversee and coordinate day-to-day operations to ensure efficient patient and staff workflow. Exercise independent judgment and initiative and act as a resource for the clinical receptionists.

• Demonstrated ability with medical office operations, patient registration, appointment scheduling, insurance verification, referrals, and prior authorization processes. Exceptional customer service skills. Ability to coordinate multiple tasks in a fast-paced medical office with a calm and pleasant personality. Strong leadership capability. Ability to facilitate change and provide direction; accomplished problem solver.
• Highly motivated team player with strong oral and written communication skills. Ability to communicate effectively with patients, visitors, peers and clinical staff. Strong administrative and organizational skills. Strong computer skills.
• Ability to work independently or in a team. Ability to exercise good judgment, multi-task and balance multiple priorities. Flexible and willing to learn new procedures and processes.
• Demonstrated record of attendance, reliability and dependability. Professional demeanor and attire. Ability to connect internal and external customers with appropriate resources. Ability to listen, ask questions, gain clarification and recognize and triage patient situations and emergencies.
• Ability to coordinate and train front office staff on daily provider schedule reviews, ensuring schedules are optimized according to individual provider preferences while maintaining appropriate patient volumes and efficient clinic flow. Demonstrated ability to collaborate closely with Ophthalmology Technicians to identify patients who may be appropriate for comprehensive eye care appointments, supporting efficient provider utilization and continuity of care.

• Proven experience working in a medical office, scheduling patient appointments using EPIC. Proven experience with MS Excel.
• Knowledge of ophthalmology terminology, diagnostic testing workflows, and specialty clinic operations preferred.

• Leads a unit or function, including overseeing and coordinating projects or work processes, and distributes the work of a minimum of two full time employees.
  2. Directs the daily operations of the office. Manages calendars and calls, assesses nature of issues and escalates as appropriate. Serves as principal source of information on policies, procedures, programs, and office activities. Oversees, monitors and controls office budget and spending.
  3. Participates in special projects on a variety of topics. Identifies project needs. Researches, gathers and analyzes data and materials. Collects project updates in a timely manner; prepares and maintains documentation, tracking, reports and presentations; follows up as appropriate.
  4. Performs on-going review of department processes and systems. Develops, implements, and oversees office procedures designed to streamline operations, eliminates duplication and improves efficiency throughout the department.
  5. Monitors and prioritizes communications for action and review; provides background necessary for action/decision-making; flags time sensitive material; initiates follow up. 6. Composes and/or coordinates substantive communications, reviews outgoing material for accuracy and completeness. Develops and/or produces materials for presentations.
  7. Prioritizes, assigns and monitors work, sets standards and expectations among the department administrative support staff. Ensures appropriate levels of coverage so department priorities can be met. Evaluates and clarifies roles and responsibilities. Establishes and cultivates productive relationships between teams.
  8. Attends meetings and drafts minutes. Performs other duties and responsibilities as necessary to support the mission of the office.
  9. Greets visitors, answers and screens telephone calls and assesses nature of business. Responds to requests for information and provides assistance. Screens and responds to mail. 10. May perform other duties as assigned. Required Education and Experience Eight years of related work experience, six of them in the same job family at the next lower level and a high school level education;
  
  or six years of related work experience and an Associate's Degree; or two years of related work…