Phone Triage

Axion Spine & Neurosurgery • Alpharetta, GA

1d • Onsite

About The Position

Axion Spine & Neurosurgery is seeking a hard-working, personable Phone Telephone Triage Coordinator to serve as the first point of contact for patients. This role involves using established, physician-approved decision protocols to sort and route calls to the appropriate destination (clinical staff, scheduling, billing, or urgent escalation), ensuring patients receive prompt and correct assistance. This is not a clinical assessment role; the coordinator does not diagnose or give medical advice but follows scripted protocols to identify urgency and route calls accordingly.

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