Phone Triage
About The Position
This role involves managing phone communications with patients, reviewing charts, coordinating care, and problem management. The Phone Triage specialist will work closely with department members to ensure high-quality, efficient patient care. This includes communicating directly and indirectly with healthcare providers, relaying physician instructions, managing medication refills, and communicating treatment plan adjustments. Patient education, reporting significant patient condition changes to physicians, and participating in customer service and quality improvement initiatives are also key aspects of the role. Accurate documentation in the EMR system and scheduling patients as needed are required. Maintaining HIPAA compliance is essential.
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
- 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
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What This Job Offers
Job Type
Full-time
Career Level
Mid Level
Education Level
High school or GED
Number of Employees
101-250 employees
