Lead Telehealth Medical Receptionist (Remote)

Yale New Haven Health Urgent Care is looking for a strong leader to join our Telehealth Team in a Lead Role. This position serves as a shift supervisor for telehealth operations, overseeing day-to-day workflows and supporting both telehealth associates, telehealth providers, and at times in-center team members.

Candidates MUST reside in Connecticut to attend in-office meetings.

The Lead serves as a resource for both clerical and clinical processes. Responsibilities include, but are not limited to:

• Serving as “air traffic control” for patient throughput, ensuring a seamless experience
• Overseeing team chats and communications
• Troubleshooting and escalation in real time
• Problem solving and de-escalating patient concerns
• Maintaining positive interpersonal relationships with all community members
• Answering phone calls and responding to emails promptly and professionally
• Managing lab and imaging orders, including ensuring provider follow up or sc
• Holding daily huddles and monthly department meetings
• Completing audits and reporting
• Maintaining accurate and HIPAA compliant records
• Assisting management with scheduling and additional operational tasks as needed

We are looking for someone who:

• Is personable, proactive, enthusiastic, and a go-getter
• Genuinely enjoys working with others, including direct communication with team members and patients
• Holds themselves and others accountable
• Remains professional always
• Has extensive customer service experience
• Can multitask and manage time effectively and autonomously
• Thrives in a fast-paced environment and is looking to take on additional responsibility
• Flexible scheduling, with ability to work mornings, midday, evenings, weekends and holidays
• Is compassionate, empathetic and willing to collaborate
• Able to provide and receive constructive feedback
• Has a HIPAA compliant, private work space