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Customer Service Representative
2 months ago
We are seeking a highly skilled and customer-focused Clinical Program Support Specialist to join our team at Yale New Haven Health. As a key member of our ambulatory oncology network, you will be responsible for providing exceptional customer service and support to patients, families, and healthcare professionals.
Key Responsibilities- Answer Calls and Route to Appropriate Staff: Respond to inbound calls in a timely and professional manner, using scripted call screening questions to determine the urgency of the call and route it to the appropriate clinician or Epic inbasket pool.
- Manage Call Volume and Metrics: Monitor and report on call volume metrics, including number of calls handled, call wait and abandonment rates.
- Provide Administrative Support: Perform miscellaneous job-related duties as assigned, including maintaining contact lists and performing data entry tasks.
- Collaborate with Clinical Staff: Work closely with clinical staff to ensure seamless communication and coordination of patient care.
- Education: High school diploma or equivalent, supplemented by secretarial training courses.
- Experience: 1-2 years of secretarial or business-related experience involving public contact, preferably in a patient care environment.
- Skills: Excellent communication and customer service skills, proficiency in operating a telephone system, and ability to work under varying workloads.