Triage Specialist

Grand Rapids Ophthalmology•Grand Rapids, MI

2d•Onsite

About The Position

Grand Rapids Ophthalmology is seeking a Triage Specialist to manage calls and questions from patients in a timely and orderly fashion. This role involves prioritizing calls based on severity, demonstrating quality patient service, and maintaining professionalism. The Triage Specialist will handle calls not managed by patient intake, decide on the appropriate course of action, communicate with doctors, and document all activities in the patient record. This position also includes scheduling appointments, processing pharmacy requests, managing outside lab work, and monitoring doctor schedules.

Requirements

High school diploma or general education degree (GED)
One year of related experience and/or training; or equivalent combination of education and experience
Proficient in Microsoft Excel, Word, PowerPoint, Outlook

Responsibilities

Manage calls and questions from patients in a timely and orderly fashion.
Prioritize calls from patients and staff based on severity of request and need.
Demonstrates quality patient service during interactions with patients, coworkers, and vendors.
Exhibits a positive attitude and is flexible in accepting work assignments and priorities.
Meets attendance and tardiness expectations.
Is dependable; follows policies and procedures.
Maintains professionalism in interactions with patients and coworkers.
Performs quality work and consistently exhibits initiatives.
Receive calls not handled by patient intake dept, decide appropriate course of action and/or speak directly with doctor, execute plan (i.e. make appointment, call in drops etc), document all activity in patient record.
Notify patient of need to reschedule appointments; timely call back to all patient voice mails in triage mailbox.
Act as information desk/patient guidance which includes but is not limited to providing information to patients with questions, providing directions, etc.
Schedule return appointments.
Daily monitoring of NextGen task basket.
Process all pharmacy requests using e-Rx, obtain authorization, distribute sample drops and make proper documentation in patient record.
Provide timely call back to all patient voice mails in triage mailbox.
Fax and electronically send items to pharmacy or physicians offices as requested.
Follow up on all outside lab work, document received reports, present to doctor and contact patient per doctor request.
Manage doctor to doctor calls, doctor to patient calls.
Monitor schedules, including but not limited to cancellations and schedule changes per doctor request and follow up for patients to be rescheduled.
Other duties as assigned.