Triage Specialist

Cincinnati Eye Institute•Blue Ash, OH

1d•Remote

About The Position

This position is remote, but employee must be based in Cincinnati. The Triage Specialist will manage calls and questions from patients in a timely and orderly fashion, prioritizing calls based on severity of request and need. The role requires demonstrating quality patient service, maintaining a positive attitude, meeting attendance expectations, following policies, and exhibiting professionalism and initiative. The Triage Specialist will receive calls not handled by the patient intake department, decide the appropriate course of action, speak with doctors, execute plans, and document all activity in the patient record. They will also act as an information desk, schedule appointments, monitor the NextGen task basket, process pharmacy requests, and follow up on outside lab work. Additionally, the role involves managing doctor-to-doctor and doctor-to-patient calls, monitoring schedules for changes, and maintaining compliance with the Ohio State Pharmacy Board for the sample drug log.

Requirements

High school graduate with computer experience.
At least one year of ophthalmic/optometric medical office experience which utilized computer, telephone and customer service skills.
Must receive or maintain OSC or higher licensure.
Good working knowledge of Word, Excel and Access.

Nice To Haves

Extensive ophthalmic/optometric experience.

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.
Demonstrate quality patient service during interactions with patients, coworkers, and vendors.
Receive calls not handled by patient intake department, 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.
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.
Keep sample drug log in compliance with Ohio State Pharmacy Board requirements.
Other duties as assigned.