Triage Specialist

About the role

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.

Demonstrates quality patient service during interactions with patients, coworkers, and vendors by:

• Exhibiting a positive attitude and being flexible in accepting work assignments and priorities
• Meeting attendance and tardiness expectations
• Being dependable; following policies and procedures
• Maintaining professionalism in interactions with patients and coworkers
• Performing quality work and consistently exhibiting initiative

Responsibilities

• Receive calls not handled by patient intake department, decide appropriate course of action and/or speak directly with doctor, execute plan (e.g., make appointment, call in drops), and document all activity in patient record.
• Notify patients of need to reschedule appointments; timely callback to all patient voicemails in triage mailbox.
• Act as information desk/patient guidance, including providing information, directions, and scheduling return appointments.
• Daily monitoring of NextGen task basket.
• Process all pharmacy requests using e-Rx, obtain authorization, distribute sample drops, and document properly in patient record.
• 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 and doctor-to-patient calls.
• Monitor schedules, including 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.

Requirements

• High school graduate with computer experience.
• At least one year of ophthalmic/optometric medical office experience utilizing computer, telephone, and customer service skills.
• Preferably, extensive ophthalmic/optometric experience.
• Must receive or maintain OSC or higher licensure.

Physical Demands

Work takes place in a normal office environment. Travel to other GVG locations may be necessary to fulfill essential duties and responsibilities. Access to dependable transportation is required, and driving record must meet company liability carrier standards.

Exposure: Works in a normal office environment during normal business hours. May be exposed to blood or bodily fluids and various cleaning supplies.

Equipment: Typically uses a computer, fax, copier, printer, scanner, and telephone. Must have good working knowledge of Word, Excel, and Access. Other equipment may be used as needed. Personal Protective Equipment (PPE) follows standard precautions.