Clinical Triage Coordinator (32335)

Triage Clinician plays a critical role in Urology Austin’s centralized triage and contact center, serving as the first clinical point of contact for patients seeking assistance. This position evaluates patient needs via phone and electronic systems, collects and documents clinical information, and executes delegated non-licensed clinical tasks under appropriate supervision.

Reports to the Triage Manager.

Responsibilities

• Clinical Communication - Delegated and Supervised
  • Answer and triage incoming calls using Patient Sync and EMR in accordance with approved protocols
  • Log into phone systems daily and remain available to receive incoming calls during scheduled shifts
  • Communicate provider-reviewed test results to patients as directed without interpretation
  • Relay provider-approved medication orders to pharmacies per documented instructions
  • Document all patient communication accurately and completely in the EMR and triage system
  • Coordinate follow-up on labs, imaging, procedures, or referrals based on provider orders
• Data Collection And Charting
  • Collect and update medical history, allergies, medications, and urologic symptoms via phone
  • Document patient history and responses without interpretation or diagnosis
  • Prepare and maintain accurate EMR documentation prior to upcoming visits or consults
• Administrative And Operational Support
  • Schedule appointments, tests, and procedures per provider with instructions and/or protocols
  • Request and organize outside medical records, imaging, or prior authorizations
  • Support cross-functional communication with site clinics, billing, and clinical staff
  • Maintain daily availability and responsiveness across all assigned work applications
• Patient Education
  • Provide standardized patient instructions (pre-procedure prep, catheter care guidance)
  • Reinforce previously given provider instructions without creating or altering instructions independently
  • Clarify what to expect during upcoming appointments or procedures
• Triage QA And Escalation
  • Identify recurring call or symptom patterns and escalate to clinical leadership
  • Immediately escalate urgent symptoms per triage protocol (fever, catheter issues, retention)
  • Participate in peer review, audit feedback, and protocol improvement sessions
• Compliance And Professional Standards
  • Maintain strict adherence to HIPAA and all applicable clinical privacy regulations
  • Participate in regular in-service education and policy updates
  • Maintain a professional, supportive, and team-oriented work environment

Requirements

• High school diploma or equivalent
• Certification as a Medical Assistant (AAMA, AMT, NCCT, or NHA) or licensure as a Vocational Nurse (LVN) or Registered Nurse (RN)
• Current BLS certification
• Minimum of 2 years’ experience in ambulatory clinical care, call center, or specialty practice setting
• Strong knowledge of medical terminology, clinical protocols, and urologic conditions
• Excellent documentation, communication, and follow-through skills

Preferred Qualifications

• LVN or RN degree
• Previous triage or care coordination experience
• Previous experience working in a Urology practice
• Familiarity with HIPAA-compliant remote work standards (if remote)
• Experience using Keona Health and EHR systems

Skills

• Knowledge of urologic terminology and outpatient care practices
• Familiarity with call handling, care coordination, and triage protocols
• Strong written and verbal communication skills
• Ability to remain composed in high-volume or emotionally charged interactions
• Time management and multitasking in a remote or multi-clinic setting

Physical Demands And Work Environment

• Physical Demands
  • Regularly required to sit, type, talk, and hear
  • Occasional walking, reaching, and lifting or moving objects up to 20 pounds
  • Vision requirements include close vision, distance vision, peripheral vision, and the ability to adjust focus
• Work Environment
  • Primarily office-based within a clinical setting with a moderate noise level
  • Hybrid position; may require on-site attendance based on business needs, training requirements, or performance support
  • Frequent interaction with staff, providers, and patients
  • Minimal exposure to communicable diseases
  • May involve periods of increased stress due to time-sensitive tasks, high call volumes, or handling sensitive patient situations and confidential information