Phone Triage Representative

Phone Triage Representative

Position Summary:

The Phone Triage Representative fields and triages incoming patient phone calls of a medical nature that can result in scheduling appointments, providing general practice information, answering clinical questions according to patient needs. A commitment to providing an exceptional patient service experience to callers is required; this position must be comfortable with fielding a high volume of calls.

Essential Skills/Responsibilities:

• Answers patient inquires via telephone in a prompt, professional manner to secure appropriate appointments; must communicate effectively with current and potential patients to capture, provide and exchange relevant procedural information.
• Serves as a clinical resource to Patient Services Representatives, patients, and staff.
• Schedules, cancels and/or reschedules patient appointments from both patients and referring physicians.
• Confirms upcoming patient appointments on physician schedules; ensures appointment hours are filled in accordance with scheduling guidelines.
• Manages all inbound referrals from various websites/portals. Schedules appointment with the appropriate physician. Maintains clear portals, and ensures all patient referrals are actively worked.
• Manages physicians’ schedules to ensure all appointment slots are filled.
• Educates and promotes the practice to prospective patients.
• Completes all compliance trainings as requested by company and required by law.
• Adheres to HIPAA Compliance plan.
• Communicates internally with all staff and Physicians regarding phone calls.
• Communicates externally with patients, family members, vendors, etc.
• Travels to all clinical locations as needed.
• All other duties as assigned.

Job Specifications/Competencies:

Education/Training:

High school diploma or general education degree (GED); OR six months customer service/medical experience and/or training; OR equivalent combination of education and experience.

Skills:

• Ability to read, analyze, and interpret general business periodicals, professional journals, technical procedures, or governmental regulations. Ability to write reports, business correspondence, and procedure manuals. Ability to effectively present information and respond to questions from groups of managers, clients, customers, and the general public.
• Demonstrated excellence in verbal communication, as well as, written communication.
• Exceptional interpersonal and customer service skills.
• Critical thinking skills for identifying problems and resolutions in a fast-paced environment.
• Ability to calculate figures and amounts such as discounts, interest, commissions, percentages, area, circumference, and volume.
• Ability to define problems, collect data, establish facts, and draw valid conclusions. Ability to interpret an extensive variety of technical or complex instructions and deal with several abstract and concrete variables.
• Proficient in common business software; EMR preferred.

Attributes:

• Represents practice in a positive and professional manner.
• Punctual.
• Team Player; willingness to help other staff.
• Attention to detail while multi-tasking.
• Diplomacy and confidentiality with patients and staff.
• Strong work ethic.
• Initiative/Self-Motivation.

Physical Requirements:

• Ability to sit/stand/walk as the job requires for long periods of time, as well as, climb/balance, lift, push/pull and stoop/crouch as needed.
• Corrected or uncorrected visual acuity in at least one eye of 20/40 or better.
• Ability to operate office equipment requiring the use of one hand.
• Ability to work in a moderate noise level clinic.
• Corrected or uncorrected hearing/speaking capacity to enable suitable telephone communication skills.

E/O/E