Phone Triage

Responsibilities

• Triage calls and determine urgency
• Manage phone communications with patients, including chart review, care coordination, and problem management
• Work closely with department members to provide high-quality, efficient care to patients and families
• Communicate directly and indirectly with healthcare providers to coordinate patient care
• Provide patients and families with physician-provided instructions
• Communicate lab and test results
• Assist with medication refills per physician protocol
• Communicate adjustments or changes in treatment plans as instructed by the physician
• Provide patient education as directed (content reflects specific MA training, guidelines, care process models, and protocols)
• Report significant changes in patient condition or other pertinent information to the treating physician
• Actively participate in triage customer service and quality improvement initiatives
• Accurately document all patient communication in the EMR system
• Schedule patients as needed
• Perform other duties as assigned
• Maintain strictest confidentiality in accordance with HIPAA compliance

Requirements

• High school diploma or equivalent
• Certified Medical Assistant or at least 2 years of experience in a 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
• Ability to act calmly and effectively in busy or stressful situations
• Knowledge of insurance plans and procedures
• Adherence to all policies and procedures, including safety, attendance, punctuality, and personal appearance
• Ability to establish and maintain effective working relationships with managers and peers

Physical Requirements

• Occasional lifting up to 25 pounds unassisted
• Frequent bending, reaching, and repetitive hand movements
• Frequent standing, walking, squatting, and sitting