Triage Coordinator

Summary

This position is responsible for providing clinical advice and scheduling appointments according to established triage policy and physician instruction. Adhere to company core values by demonstrating cooperation with coworkers while striving to ensure the highest level of patient care and "customer service," representing EHN in a professional manner at all times.

Supervisory Responsibilities

This position does not have supervisory responsibility but will provide guidance to employees and/or assist with orientation and training of new employees of the work group.

Primary Duties and Responsibilities

• Respond to triage questions and concerns according to EHN triage policy.

• Answer incoming calls regarding medical questions or patient concerns.

• Respond to messages left overnight and/or over the weekend.

• Respond to messages provided by the answering service regarding patient questions or concerns.

• Respond to incoming Patient Portal medical questions or prescription refills.

• Respond to electronic prescription refill requests.

• Fill out Worker Compensation and Disability forms and requests.

• Provide optical and contact lens prescriptions to patients as needed.

• Answer questions and inquiries from pharmacies and outside clinics.

• Schedule patient appointments and tests as needed.

• Maintain current knowledge on insurance requirements and restrictions.

• Maintain current knowledge of common medications, drops, etc.

• Arrange and schedule outside testing, including obtaining authorization.

• Communicate with patients in a professional and courteous manner.

• Demonstrate team values by adhering to company core values.

• Effectively communicate with patients, coworkers, and doctors; share information appropriately and complete the communication circle with follow-up as needed; communicate in a positive, upbeat manner while refraining from complaining, gossiping, or engaging in conversations of a negative tone.

• Perform work in compliance with company policy, department procedures and regulatory requirements, including HIPAA and OSHA.

Level II

• Proficiency in all essential functions.

• Manage a high call volume as a member of the centralized triage team.

• Maintain strong knowledge of all EHN provider preferences.

• Schedule same day retina appointments

• A minimum of three (3) years' experience in ophthalmology.

Secondary Functions

• May assist with technician and/or phone scheduler functions as needed.

• Other duties which may be necessary or desirable to serve the patient and support the success of the department or the company overall.

Qualifications

Education and/or Experience; Certificates, Licenses, and Registrations (Minimum Requirements)

• High school diploma or equivalent.

• A minimum of three (3) years' experience as an ophthalmic technician preferred.

• Certification as a COA or COT preferred.

• An equivalent combination of education, experience and training that would provide the knowledge, skills and abilities required for the successful performance of the essential job duties.

Necessary Knowledge, Skills and Abilities

• Must have the ability to exercise good judgement in assessing patient needs and scheduling appropriate care.

• Must have strong active listening skills in order to gain solid understanding of patients' needs and eye health issues.

• Knowledge of ocular diseases and systemic diseases affecting the eye.

• Knowledge of basic eye care and hygienic methods and practices involving the treatment of the eye.

• Strong organizational and interpersonal skills.

• Knowledge of CPT & ICD-10 coding procedures.

• Knowledge and understanding of ophthalmic terminology.

• Ability to analyze information and use logic to resolve issues and problems.

• Ability to work cooperatively and interact in a professional and respectful manner with physicians, staff, vendors, and patients at all times.

• Ability to assist all patients with dignity and respect.

• Ability to communicate clearly and concisely, both orally and in writing.

• Ability to work a flexible work schedule, including evenings and weekends, and a willingness to rotate to various worksites as needed.

Physical Demands / Work Environment

• Majority of work is performed in a general office environment. Exposure to moderate levels of noise in a well-lit, well ventilated, and moderately paced environment.

• Visual acuity adequate to perform job duties, including reading information from printed sources and computer screens.

• Manual/finger dexterity as necessary to perform daily job duties.

• Occasionally required to stand and/or walk for extended periods of time.

• Occasionally required to sit for extended periods of time.

• Occasionally required to reach with hands and arms; lift, push, pull and/or carry objects up to 20 pounds.

Reasonable Accommodations

To perform this job successfully, an individual must be able to perform each essential function satisfactorily. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.