Triage Coordinator

Gentiva•Mooresville, NC

16h•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, the role coordinates care activities outside regular branch business hours, including nights and weekends, and works with triage clinicians, branch staff, and leadership to support timely healthcare services and positive patient outcomes. The position is remote and requires reliable high-speed internet of at least 50 Mbps download and 20 Mbps upload; satellite internet is not accepted. The Triage Coordinator handles inbound and outbound calls, supports the Centralized Triage process, communicates with patients and families, and collaborates with treatment teams to support continuity of care and patient satisfaction. The role maintains accurate non-clinical records and data in accordance with regulatory requirements, supports program objectives and department performance standards, and uses systems including CareXM, HCHB, and Microsoft Office. This is a safety-sensitive position. Employees must meet minimum requirements to be eligible for benefits, and applicable state-specific requirements must be met.

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; proficiency with CareXM and HCHB is specified.
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 preferred.
Knowledge of home health, hospice, and palliative care services.

Responsibilities

Handle inbound and outbound calls concerning durable medical equipment, visit escalations, and nurse visit scheduling after hours and on weekends.
Coordinate care and communication about medical needs to facilitate timely healthcare services outside normal business hours.
Collaborate with triage nurses and branch staff to address immediate patient needs and follow-up care through the Centralized Triage process.
Act as a liaison between the company, patients, and families, providing 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 for full-time associates.
Generous paid time off and 7 paid holidays for full-time associates.
Wellness programs, including telemedicine, diabetes management, and joint and spine concierge care, for full-time associates.
Education support and tuition assistance, including ASN to BSN and BSN to MSN programs, for full-time associates.
Free continuing education units (CEUs) for full-time associates.
Company-paid life and long-term disability insurance for full-time associates.
Voluntary benefits, including pet, critical illness, accident, and long-term care coverage, for full-time associates.