Call center triage specialist

The Call Center Triage Specialist serves as the first point of contact for patients requesting same-day appointments or walk-in visits.  This role involves conducting thorough phone-based triage to assess patient symptoms, urgency of care and appropriate next steps.  The specialist coordinates directly with ambulatory clinics and clinic managers to schedule patients for timely same-day appointments.  Pre-screening may also be required based on the clinic's protocols.

Key Responsibilities:

• Receive and manage transferred calls for same-day and walk-in appointment requests.


• Conduct patient triage over the phone to assess symptoms, severity and reason for visit.


• Document patient concerns accurately and in timely manner.


• Collaborate with clinic managers and ambulatory care teams to identify appointment availability.


• Follow clinic protocols  for pre-screening.


• Provide clear instructions to patients regarding appointment logistics.


• Escalate urgent or emergent situations to clinical personnel as needed.


• Maintain confidentiality and adhere to HIPAA guidelines at all times.

Required Skills & Qualifications:

• Medical degree (MD, DO or equivalent from an accredited institution.)


• Previous clinical experience as a physician, house officer, or in a similar medical role.


• Ability to perform patient triage using clinical knowledge and judgement.


• Excellent communication skills for phone-based patient interaction.


• Comfortable using electronic medical record (EMR) systems and appointment scheduling tools.