Patient Triage Coordinator

Description

The Patient Triage Coordinatorserves as a primary point of contact for patients in medical practice and provides excellent customer service through clear communication. The Patient Triage Coordinator must always safeguard and protect patients' right to privacy. The Patient Triage Coordinator should have familiarity with medical terminology and medical office processes and procedures.

DUTIES:

• Answers and processes telephone calls in a polite and courteous manner when dealing with all incoming calls to the Triage Lines. Provides accurate information, directions and/or guidance and follows up promptly to ensure that needs have been met. Communicate messages and patient needs timely and efficiently to providers.
• Takes complete and accurate information from patients/callers, prioritizing and facilitating communication of information to providers.
• Communicate patients' needs and/or problems to physician and resolve accordingly.
• Contact pharmacy for prescription refills or newly ordered medications per physician.
• Always maintain patient confidentiality, whether by phone, discussion with providers or distribution of patient information by email, fax, etc.
• Document all conversations and actions in patient's medical record.
• Handle a large volume of inbound calls.
• Practice “first call resolution.”
• Take initiative and action to respond, resolve and follow up regarding customer service issues with all customers in a timely manner.
• Provides excellent customer service by being attentive, respectful, and professional at all times; insures understanding of customer requests and follows-through as promised; being proactive in identifying and addressing member concerns, or problems.
• Adheres to all Company time and attendance policies or applicable law covering meal breaks and rest periods. Records all accurate work hours in the Company’s designated time keeping system daily and adheres to the Company’s overtime policy and procedures for requesting time off or change in schedule.

Requirements

EDUCATION/CERTIFICATIONS:

• High School Diploma or GED (General Education Diploma) required.

EXPERIENCE:

• 2+ years telephone and customer service experience.
• Previous medical office experience.
• Previous clinical experience preferred.