Medical Assistant-Triage

About the role

Job Classification: Category I – a position with occupational exposure to bloodborne pathogens.

Reports to the Director of Clinical Services. Regular interaction with Providers; works cooperatively with Providers and staff (Patient Care and other departments).

• Full range of body motion; manual and finger dexterity and eye–hand coordination
• Frequent mobility and/or sitting for extended periods
• Some bending, lifting, and stooping required
• Normal color perception and corrected visual acuity
• Involvement with management of information concerning physicians, staff, hospital personnel, and patients
• Occasional high‑stress work may require dealing with less‑than‑professional behavior

Responsibilities

• Triage patient calls to the appropriate processor
• Act as liaison between the physician and the patient
• Assume the role of patient advocate
• Remain a flexible, cooperative, and supportive member of the office staff
• Keep all patient, practice, and staff information strictly confidential
• Perform routine work under general supervision
• Follow established procedures; refer new or unusual questions/concerns to the Director of Clinical Services
• Act as patient advocate, ensuring a setting that protects patient rights, physical/mental well‑being, safety, and dignity
• Demonstrate knowledge of Policies and Procedures
• Attend all required staff meetings
• Deal compassionately, professionally, and courteously with patients, families, physicians, and fellow staff
• Handle incoming patient calls concerning medical concerns and symptoms for providers and PAs; notify provider of medical problems (via EMR documentation or phone based on urgency); relay provider’s instructions to the patient
• Identify emergency situations and effectively triage problems
• Clear prescription refills with providers and submit renewals electronically or by phone to pharmacies
• Manage patient medication prior authorizations: accumulate documentation, forward to patient pharmacy services, notify patient of pharmacy decision
• Instruct patients on procedures, procedure preps, and diagnostic tests; assure patient has appropriate instructions (paper documentation, diagnostic order requests, etc.)
• Under provider supervision, give abnormal diagnostic results, pathologies, and labs to patients not returning soon for follow‑up
• Consistently recognize and deal with priorities
• Maintain accurate documentation of all phone conversations in the patient’s EMR records and have them signed off by the provider
• Communicate relevant information to providers, Director of Clinical Services, patient care staff, and all staff to maintain continuity of care
• Demonstrate good judgment and reasoning when investigating and problem‑solving
• Tactfully handle difficult situations
• Coordinate patient referrals to local and tertiary specialists

Qualifications

• Medical Assistant with Certification or Associate’s Degree

Skills

• Excellent phone etiquette and communication skills
• Strong people skills
• Ability to deal tactfully and effectively with patients and their families, other employees, and physicians