Triage Specialist

Eye Care Partners•Wichita, KS

3d•Onsite

About The Position

The Triage Specialist is responsible for managing calls and patient inquiries in a timely and organized manner. This role involves prioritizing calls based on the severity of the patient's needs and ensuring professional and high-quality patient service. The specialist will also handle administrative tasks related to patient records, appointments, and communication with healthcare providers and pharmacies.

Requirements

Professional in appearance and actions
Logical and critical thinking skills
Customer-focused with excellent written, listening, and verbal communication skills
Enjoys learning new technologies and systems
Detail-oriented, professional attitude, reliable
Exhibits a positive attitude and is flexible in accepting work assignments and priorities
Meets attendance and tardiness expectations
Management and organizational skills
Ability to follow or provide verbal and written instructions with sufficient grammar and spelling skills
Interpersonal skills to support customer service, functional, and teammate support needs
Able to communicate effectively in English, both verbally and in writing
Ability for basic to intermediate problem solving, including mathematics
Specialty knowledge of systems relating to job function
Knowledge of state and federal regulations for this position; general understanding of HIPAA guidelines
Favorable result on background check as required by state
Must be able to provide proof of identity and right to work in the United States
High school diploma or GED required
Basic to intermediate computer operation
Proficient in Microsoft Excel, Word, PowerPoint and Outlook

Nice To Haves

Previous medical office experience preferred
Previous ophthalmic experience strongly preferred

Responsibilities

Receive and manage calls not handled by the patient intake department.
Determine the appropriate course of action for patient calls, which may include speaking directly with a doctor.
Execute plans such as making appointments, calling in prescriptions, or documenting all activity in the patient record.
Notify patients of the need to reschedule appointments.
Provide timely callbacks to all patient voicemails in the triage mailbox.
Act as an information desk for patients, providing information and directions.
Schedule return appointments.
Daily monitoring of the NextGen task basket.
Process all pharmacy requests using e-Rx, obtain authorization, distribute sample drops, and document in the patient record.
Fax and electronically send items to pharmacies or physician offices as requested.
Follow up on all outside lab work, document received reports, present to the doctor, and contact the patient per doctor's request.
Manage doctor-to-doctor and doctor-to-patient calls.
Monitor schedules for cancellations and changes, and follow up for patient rescheduling.
Maintain the sample drug log in compliance with State Pharmacy Board requirements.
Adhere to all safety policies and procedures.
Perform other duties as necessary for the organization.