Triage Clinician

Urology America, MSO•Austin, TX

About The Position

At Urology Austin, our mission is committed to improving the lives of patients and their families through compassionate, quality, and ethical care. In choosing a career with Urology Austin, you are choosing to improve the lives of patients and their families through a collaborative team-driven approach in an innovative, quality-driven, community-based setting. Better Medicine. Better Care. Job Summary: The Triage Clinician plays a critical role in Urology Austin’s centralized triage and contact center, serving as the first clinical point of contact for patients seeking assistance. This position is responsible for evaluating patient needs via phone and electronic systems, collecting and documenting clinical information, and executing delegated non-licensed clinical tasks under appropriate supervision. Certification is required to ensure competency and alignment with scope-of-practice expectations under Texas law Reporting: Reports to the Triage and Scheduling Manager

Requirements

High school diploma or equivalent
Certification as a Medical Assistant (AAMA, AMT, NCCT, or NHA).
Minimum of 2 years’ experience in ambulatory clinical care, call center, or specialty practice setting
Strong knowledge of medical terminology, clinical protocols, and urologic conditions
Excellent documentation, communication, and follow-through skills

Nice To Haves

LVN or RN degree.
Previous triage or care coordination experience
Familiarity with HIPAA-compliant remote work standards (if remote)

Responsibilities

Answer and triage incoming calls using Patient Sync and EMR in accordance with approved protocols
Log into phone systems daily and remain available to receive incoming calls during scheduled shifts
Communicate provider-reviewed test results to patients as directed without interpretation
Relay provider-approved medication orders to pharmacies per documented instructions
Document all patient communication accurately and completely in the EMR and triage system
Coordinate follow-up on labs, imaging, procedures, or referrals based on provider orders
Collect and update medical history, allergies, medications, and urologic symptoms via phone
Document patient history and responses without interpretation or diagnosis
Prepare and maintain accurate EMR documentation prior to upcoming visits or consults.
Schedule appointments, tests, and procedures per provider with instructions and/or protocols.
Request and organize outside medical records, imaging, or prior authorizations
Support cross-functional communication with site clinics, billing, and clinical staff
Maintain daily availability and responsiveness across all assigned work applications
Provide standardized patient instructions (pre-procedure prep, catheter care guidance)
Reinforce previously given provider instructions without creating or altering instructions independently
Clarify what to expect during upcoming appointments or procedures
Identify recurring call or symptom patterns and escalate to clinical leadership
Immediately escalate urgent symptoms per triage protocol (fever, catheter issues, retention)
Participate in peer review, audit feedback, and protocol improvement sessions
Maintain strict adherence to HIPAA and all applicable clinical privacy regulations
Participate in regular in-service education and policy updates
Maintain a professional, supportive, and team-oriented work environment