Triage Specialist

About the role

This position is remote, but employee must be based in Cincinnati. Manage calls and questions from patients in a timely and orderly fashion. Prioritize calls from patients and staff based on severity of request and need.

Responsibilities

• Receive calls not handled by patient intake dept, decide appropriate course of action and/or speak directly with doctor, execute plan (i.e. make appointment, call in drops etc), document all activity in patient record
• Notify patient of need to reschedule appointments; timely call back to all patient voice mails in triage mailbox
• Act as information desk/patient guidance which includes but is not limited to providing information to patients with questions, providing directions, etc
• Schedule return appointments
• Daily monitoring of NextGen task basket
• Process all pharmacy requests using e-Rx, obtain authorization, distribute sample drops and make proper documentation in patient record
• Provide timely call back to all patient voice mails in triage mailbox
• Fax and electronically send items to pharmacy or physicians offices as requested
• Follow up on all outside lab work, document received reports, present to doctor and contact patient per doctor request
• Manage doctor to doctor calls, doctor to patient calls
• Monitor schedules, including but not limited to cancellations and schedule changes per doctor request and follow up for patients to be rescheduled
• Keep sample drug log in compliance with Ohio State Pharmacy Board requirements
• Other duties as assigned

Qualifications

To perform the job successfully, an individual must be able to perform each essential duty and responsibility satisfactorily with or without reasonable accommodation. The requirements below are representative of the minimum knowledge, skill, and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential duties and responsibilities.

Education and experience

• High school graduate with computer experience
• At least one year of ophthalmic/optometric medical office experience which utilized computer, telephone and customer service skills
• Preferably, extensive ophthalmic/optometric experience

Certificates and licenses

• Must receive or maintain OSC or higher licensure

Work environment

• Work takes place in a normal office environment
• Travel to other CVP locations may be necessary to fulfill essential duties and responsibilities of the job; those needing to travel must have access to dependable transportation, and driving record must meet company liability carrier standards
• Works in normal office environment during normal business hours
• May be exposed to blood or bodily fluids
• May also be exposed to various cleaning supplies
• Equipment typically used: computer, fax, copier, printer, scanner and telephone
• Must have good working knowledge of Word, Excel and Access
• Personal Protective Equipment (PPE) follows standard precautions using personal protective equipment