Triage Specialist

Eye Care Partners Career Opportunities•Wichita, KS

14h•Onsite

About The Position

The Triage Specialist is trained to manage calls and questions from patients in a timely and orderly fashion, prioritizing calls from patients and staff based on severity of request and need. This employee will demonstrate quality patient service, maintaining professionalism with patients, coworkers and vendors. Additional qualities include dependability in attendance and completing assigned tasks, while consistently exhibiting initiative to maintain quality processes.

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 to support the leadership of this function
Ability to follow or provide verbal and written instructions with sufficient grammar and spelling skills to avoid mistakes or misinterpretations
Interpersonal skills to support customer service, functional and teammate support need
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
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 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.
Provide 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, 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 and 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 State Pharmacy Board requirements.
Adhere to all safety policies and procedures in performing job duties and responsibilities while supporting a culture of high quality and great customer service.
Perform other duties that may be necessary or in the best interest of the organization.