Phone Triage

Axion Spine & Neurosurgery • Alpharetta, GA

2d • Onsite

About The Position

Axion Spine & Neurosurgery is seeking a hard-working, personable Phone Telephone Triage Coordinator to join their team in Atlanta. This role serves as the first point of contact for patients with questions, concerns, or requests outside of routine scheduling. The coordinator will utilize established, physician-approved decision protocols to sort and route calls to the appropriate destination, ensuring patients reach the right person quickly. This is not a clinical assessment role; the coordinator does not diagnose or give medical advice but follows scripted protocols to flag urgency and route calls accordingly. This is a part-time role with required days and hours: Monday 9a-5p, Tuesday 9a - 5p, and Friday 8:30a - 4:30p.

Requirements

• High school diploma or equivalent required
• 1–2 years experience in a medical office, call center, or patient-facing administrative role
• Experience with EHR/practice management systems
• Strong communication, organization, and multitasking skills
• Calm, clear phone presence; comfortable following structured protocols under pressure
• No clinical license required; this position does not perform clinical triage or give medical advice

Nice To Haves

• Some college or medical office coursework a plus
• Familiarity with medical terminology preferred
• Spine/neurosurgery exposure a plus, not required

Responsibilities

• Answer incoming patient calls and use standardized intake scripts/protocols to categorize the nature and urgency of each call
• Route calls to the correct destination: clinical team (nurse/PA/NP), scheduling, billing, referral coordination, or physician on-call, per protocol
• Recognize protocol-defined “red flag” keywords or symptoms that require immediate escalation to clinical staff, and escalate without delay
• Accurately log call details, caller information, and disposition in the EHR/practice management system
• Coordinate same-day or urgent scheduling requests with front desk and clinical teams across all three locations
• Relay messages between patients and clinical/administrative staff promptly and accurately
• Follow up on outstanding callbacks to ensure timely resolution
• Maintain patient confidentiality and HIPAA compliance on all calls
• Identify recurring call patterns or bottlenecks and report to office leadership

What This Job Offers

• Job Type: Part-time
• Career Level: Entry Level
• Education Level: High school or GED