LPN - PHYSICIAN PRACTICE - Dr. Hill's Office

*All part or full-time candidates are eligible to receive up to $10,000 sign on bonus! In addition, new grads can qualify for $4,000 in student loan forgiveness. Apply to learn more about this opportunity!*

Job Title: Triage Phone Operator

Reports to: Triage Coordinator, Director of Practice Management

Purpose: The Triage Phone Operator’s purpose is to triage incoming phone calls based on the need or request of the patient/caller and ensure accurate information is collected and conveyed to the correct physician or staff member.

Requirements: The Triage Phone Operator must be a certified/registered Medical Assistant or LPN

Job duties and responsibilities:

• Answer phones with “Thank you for calling Aultman Medical Group- Dr Hill’s office.  This is (name) how can I help you?”
  • Answer calls within 3-4 rings
• Collecting required information from patients and relaying the message to the staff/provider effectively and ensuring the message is marked with the applicable priority level.
  • Use created dot phrases as a guideline to formulate a message to the provider.
• Check the Clinical voicemail box every 20 minutes.
• Check refill voicemail box once an hour and propose medications at that time.
• Ensure a message is sent to the correct provider for the patient in question.
• Transfer calls to appropriate parties
• Schedule Appointments
• Adjust/Cancel existing patient appointments.
• Interpret orders, print, and distribute to necessary parties.
• Handle medication refill requests
  • Check to ensure CMA pts have a current med contract and appt scheduled.  Once refill is completed, ensure note contains providers OARRS statement.  If not, return to the provider to complete.
• Address patient complaints and issues, involving a supervisor/manager when needed.
• Assist LPNs/MAs with call-backs and follow-ups,
• Check personal clinical box and clinical pool regularly.
• Review consult notes
• Inputting documents for patient charts
  • Ensure 2 patient identifies are used and document type is correctly entered.
• Ensure inpatient messages are given to Dr Hill immediately. 
• Relay STAT or Critical testing results to ordering provider when received.
• Proper documentation of INR reports received from lab or external source.

Performance Requirements:

• Knowledge of common medications
• Knowledge of medical terminology
• Ability to problem solve and utilize critical thinking skills.
• Exceptional computer and typing skills.
• Knowledge of organization’s policies and procedures
• Excellent organizational and time management skills
• Outstanding verbal and written communication skills
• Ability to multi-task, prioritize and meet deadlines.
• Willingness to be adaptable and flexible.
• Teamwork is a must.
• Knowledge of proper documentation guidelines
• Understanding of commonly used abbreviations
• Maintain confidentiality, HIPAA and compliance regulations & requirements.
• Comply with all statutory and regulatory policies and procedures.
• Participates in professional development activities and maintains professional affiliations.
• Experience with EHR preferred.
• CPR Certification is required (can be completed upon hire)