Triage

Minnesota Womens Care PA•Woodbury, MN

2d•$25 - $28•Onsite

About The Position

We are seeking a detail-oriented and compassionate Triage candidate to serve as a critical first point of contact for patients seeking medical care and guidance. The Triage Medical Assistant/LPN assesses patient needs through telephone and electronic communications, determines the urgency of care, coordinates appropriate responses, and supports communication between patients and providers. The role requires sound clinical judgment, strong decision-making, empathy, professionalism, and the ability to remain calm and multitask in a dynamic healthcare environment. Pediatric experience is highly valued because the practice serves patients across the lifespan. The position handles patient calls and portal messages, medication refill requests, laboratory and diagnostic test results, scheduling, and care coordination. It requires accurate and timely EMR documentation and compliance with HIPAA and organizational privacy practices. Work is performed in a medical office using standard medical equipment and involves prolonged computer work, movement around the office, potential exposure to blood, bodily fluids, and communicable diseases, and adherence to universal precautions and infection control protocols. The environment may be fast-paced, high-volume, and high-stress.

Requirements

Registered Nurse (RN), Certified Medical Assistant (CMA), or Licensed Practical Nurse (LPN) certification is required.
Excellent problem-solving and critical-thinking abilities.
Strong time-management and organizational skills.
Exceptional verbal and written communication skills.
Ability to maintain confidentiality and handle sensitive information with discretion.
Proficiency with computers and electronic medical record (EMR) systems.
Physical ability to work at a computer and remain on one’s feet for extended periods.
Ability to thrive in fast-paced, high-volume environments.
Reliable attendance and punctuality.
Ability to adhere to universal precautions and infection control protocols.
Ability to manage multiple competing priorities in a fast-paced, high-stress medical office environment.

Nice To Haves

Pediatric experience is preferred.
Minimum 1–2 years of experience in a clinical or medical office setting is preferred.
eClinicalWorks experience is a plus.

Responsibilities

Assess and triage incoming phone calls using established clinical protocols and guidelines to determine the appropriate level and urgency of care.
Identify potentially emergent or urgent situations and escalate them to an RN or provider immediately when indicated.
Gather patient information, including symptoms, duration, severity, and relevant medical history.
Prioritize incoming calls and patient concerns based on clinical acuity and time sensitivity.
Communicate clearly, compassionately, and professionally with patients and families, providing reassurance and guidance.
Schedule urgent same-day appointments, add-on visits, and telehealth consultations as clinically appropriate.
Coordinate care among patients, providers, nursing staff, and other healthcare team members.
Document patient interactions thoroughly and accurately in the EMR, including symptoms, advice, and disposition.
Take detailed messages and route calls appropriately when direct triage is not required.
Collaborate with the triage team and independently manage appropriate calls within scope of practice.
Use effective telephone etiquette and active listening, and communicate complex medical information in patient-friendly language.
Review and process medication refill requests according to provider protocols and clinic policies; escalate requests requiring provider review or assessment.
Communicate laboratory and diagnostic test results per provider instructions and educate patients about results, medication instructions, and follow-up care.
Document medication refills and result communications in the patient’s medical record.
Coordinate pharmacy communications and resolve medication-related issues.
Manage Care Team telephone encounters and patient portal messages throughout the day.
Gather complete information and address patient concerns during initial contact to minimize callbacks.
Monitor and manage the triage queue to ensure timely responses to patient communications.
Collaborate with front desk staff, nursing staff, and providers to optimize patient flow and scheduling.
Assist with care coordination for complex patients requiring multiple services or specialist referrals.
Participate in quality improvement initiatives to enhance triage processes and patient satisfaction.
Use EMR systems for documentation, scheduling, and communication, and navigate multiple software systems while maintaining focus on patient interactions.
Maintain accurate, timely, and comprehensive documentation that meets regulatory and clinical standards.
Comply with HIPAA and organizational privacy practices and protect patient confidentiality in all communications.
Demonstrate initiative, supportiveness, and collaboration; share knowledge, promote positivity, and take responsibility for professional development.
Seek and value open, honest communication and constructive feedback in a timely manner.
Provide outstanding communication, documentation, education, and care to patients.
Actively listen, lead with curiosity, assume the best intentions of others, and respond quickly to changing and demanding environments.