Triage Coordinator

Gentiva•Mooresville, NC

23h•Remote

About The Position

The Triage Coordinator supports after-hours patient care by managing calls related to durable medical equipment (DME), escalating visit needs, and scheduling field nurse visits. Reporting to the Telephonic Triage Manager, this position coordinates care activities outside regular branch business hours, including nights and weekends. The role works closely with triage clinicians, branch staff, and leadership to support timely healthcare services and positive patient outcomes. The position handles inbound and outbound calls, coordinates care and communication about medical needs, supports centralized triage, and serves as a liaison among the company, patients, and families. It maintains accurate non-clinical records and data in compliance with regulatory requirements and uses systems including CareXM, HCHB, and Microsoft Office. The listed schedules are: TC #1—Sunday 8:00 a.m.–8:30 p.m.; Monday, Tuesday, and Wednesday 11:30 p.m.–5:00 a.m.; and Saturday 8:00 a.m.–8:30 p.m. TC #2—Sunday 8:00 a.m.–8:30 p.m.; Monday, Thursday, and Friday 11:30 p.m.–5:00 a.m.; and Saturday 8:00 a.m.–8:30 p.m. Holiday and weekend work may be required. The role is remote and requires reliable high-speed internet of at least 50 Mbps download and 20 Mbps upload; satellite internet is not accepted.

Requirements

At least 1 year of experience in healthcare or healthcare call center roles.
Experience in a healthcare call center or related healthcare environment.
Strong computer proficiency, including Microsoft Office Suite; CareXM and HCHB are listed as systems used.
Exceptional phone communication skills, with empathy and professionalism.
Excellent organizational skills and attention to detail.
Ability to multitask and prioritize effectively in a fast-paced environment.
Good analytical and problem-solving abilities.
Ability to work independently and collaboratively in a team setting.
Reliable high-speed internet for remote work, with minimum speeds of 50 Mbps download and 20 Mbps upload; satellite internet is not accepted.
Strong phone and multitasking skills.
Ability to learn new technology systems quickly.

Nice To Haves

Associate degree.
Knowledge of home health, hospice, and palliative care services.

Responsibilities

Handle inbound and outbound calls about durable medical equipment, visit escalations, and nurse visit scheduling during after-hours and weekends.
Coordinate timely healthcare service delivery outside normal business hours, including care coordination and communication regarding medical needs.
Support the Centralized Triage process by collaborating with triage nurses and branch staff to address immediate patient needs and follow-up care.
Serve as a liaison between the company, patients, and families through compassionate and effective communication.
Collaborate with the treatment team to support continuity of care and patient satisfaction goals.
Assist with implementing program objectives and maintaining department performance standards.
Maintain accurate non-clinical records and enter data in compliance with regulatory requirements.
Use CareXM, HCHB, Microsoft Office, and other computer systems for documentation and communication.

Benefits

Competitive pay.
401(k) with company match.
Career advancement opportunities.
National and local recognition programs.
Teammate Assistance Fund.
Medical, dental, and vision insurance for full-time associates.
Mileage reimbursement or fleet vehicle program.
Generous paid time off and 7 paid holidays.
Wellness programs, including telemedicine, diabetes management, and joint and spine concierge care.
Education support and tuition assistance, including ASN-to-BSN and BSN-to-MSN pathways.
Free continuing education units (CEUs).
Company-paid life and long-term disability insurance.
Voluntary benefits, including pet, critical illness, accident, and long-term care coverage.