Phone Triage

ESSENTIAL FUNCTIONS

Triaging calls and being able to determines ones of urgent matter Phone management with patients, chart review, care coordination, triage and problem management Work closely with members of each department to provide high quality, efficient care to patients and families Communicate directly and indirectly with the healthcare provider in order to appropriately coordinate patient care Provide patient/family with instructions as provided by their physician Communicate lab and other test results Assist with medication refills per physician protocol Communicate adjustments or changes in treatment plans as instructed by physician Provide patient education as directed (content reflects specific MA training, guidelines, care process models, protocols) Report significant changes in patient condition or other pertinent patient information to the treating physician Actively participate in triage customer service improvement initiatives Actively participate in quality improvement initiatives Accurately documenting all patient communication in EMR system Scheduling patients as needed Other duties as assigned Maintains strictest confidentiality in accordance with HIPAA compliance QUALIFICATIONS Education: High school diploma or equivalent Certification/Licensure: Certified Medical Assistant or at least 2 years of experience in clinical setting Skills: Medical Terminology Knowledge of anatomy and physiology as it relates to orthopedics and pain management Basic typing and keyboarding skills Strong organizational and interpersonal skills Excellent customer service skills Familiarity with computers and other office equipment Ability to maintain confidentiality of sensitive information Ability to prioritize responsibilities Must be able to act calmly and effectively in busy or stressful situations Knowledge of insurance plans and procedures Requires adherence to all policies and procedures, including standards for safety, attendance, punctuality and personal appearance.

Must be able to establish and maintain effective working relationships with managers and peers Physical Requirements: Requires occasional lifting up to 25 pounds unassisted. Requires frequent bending, reaching and repetitive hand movements, standing, walking, squatting and sitting.