Phone Triage

Healthcare Outcomes Performance Co. (HOPCo)•Cypress Lake, FL

11h•Onsite

About The Position

This role involves managing phone communications with patients, reviewing charts, coordinating care, and addressing patient concerns. The position requires close collaboration with various departments to ensure high-quality and efficient patient care. Key responsibilities include communicating with healthcare providers, relaying test results, assisting with medication refills, and educating patients and families according to physician instructions and established protocols. Accurate documentation in the EMR system and patient scheduling are also essential functions. Maintaining strict confidentiality in accordance with HIPAA compliance is paramount.

Requirements

High school diploma or equivalent
Certified Medical Assistant or at least 2 years of experience in clinical setting
Medical Terminology
Knowledge of anatomy and physiology as it relates to orthopedics and pain management
Basic typing and keyboarding skills
Strong organizational and interpersonal skills
Excellent customer service skills
Familiarity with computers and other office equipment
Ability to maintain confidentiality of sensitive information
Ability to prioritize responsibilities
Must be able to act calmly and effectively in busy or stressful situations
Knowledge of insurance plans and procedures
Requires adherence to all policies and procedures, including standards for safety, attendance, punctuality and personal appearance.
Must be able to establish and maintain effective working relationships with managers and peers

Responsibilities

Triaging calls and determining urgent matters
Phone management with patients, chart review, care coordination, triage and problem management
Work closely with members of each department to provide high quality, efficient care to patients and families
Communicate directly and indirectly with the healthcare provider in order to appropriately coordinate patient care
Provide patient/family with instructions as provided by their physician
Communicate lab and other test results
Assist with medication refills per physician protocol
Communicate adjustments or changes in treatment plans as instructed by physician
Provide patient education as directed (content reflects specific MA training, guidelines, care process models, protocols)
Report significant changes in patient condition or other pertinent patient information to the treating physician
Actively participate in triage customer service improvement initiatives
Actively participate in quality improvement initiatives
Accurately documenting all patient communication in EMR system
Scheduling patients as needed
Other duties as assigned
Maintains strictest confidentiality in accordance with HIPAA compliance