Phone Triage

ESSENTIAL FUNCTIONS INCLUDE BUT ARE NOT LIMITED TO:

 Triaging calls and being able to determines ones of urgent matter

• Phone management with patients, chart review, care coordination, triage and problem management
• Work closely with members of each department to provide high quality, efficient care to patients and families
• Communicate directly and indirectly with the healthcare provider in order to appropriately coordinate patient care
• Provide patient/family with instructions as provided by their physician
• Communicate lab and other test results
• Assist with medication refills per physician protocol
• Communicate adjustments or changes in treatment plans as instructed by physician
• Provide patient education as directed (content reflects specific MA training, guidelines, care process models, protocols)
• Report significant changes in patient condition or other pertinent patient information to the treating physician
• Actively participate in triage customer service improvement initiatives
• Actively participate in quality improvement initiatives
• Accurately documenting all patient communication in EMR system
• Scheduling patients as needed
• Other duties as assigned
• Maintains strictest confidentiality in accordance with HIPAA compliance

 QUALIFICATIONS

Education: High school diploma or equivalent

Certification/Licensure:  Certified Medical Assistant or at least 2 years of experience in clinical setting

Skills:

• Medical Terminology
• Knowledge of anatomy and physiology as it relates to orthopedics and pain management
• Basic typing and keyboarding skills
• Strong organizational and interpersonal skills
• Excellent customer service skills
• Familiarity with computers and other office equipment
• Ability to maintain confidentiality of sensitive information
• Ability to prioritize responsibilities
• Must be able to act calmly and effectively in busy or stressful situations
• Knowledge of insurance plans and procedures
• Requires adherence to all policies and procedures, including standards for safety, attendance, punctuality and personal appearance.
• Must be able to establish and maintain effective working relationships with managers and peers

Physical Requirements:

• Requires occasional lifting up to 25 pounds unassisted.  Requires frequent bending, reaching and repetitive hand movements, standing, walking, squatting and sitting.