Phone Triage MA

Job Summary

Our phone triage team are directly responsible for responding to patient inquiries that are of a clinical nature.  The phone triage staff must be certified medical assistants, or LPNs . Must be self-motivated and able multi-task while upholding our vision to provide compassionate service and exceptional care for our patients. 

Job duties and functions:

·        Accepting and making telephone calls with patients from various levels of acuity.  Must be able to assess their clinical needs and determine whether emergency care is needed, or whether an appointment is needed.

·        Consulting with providers as needed to present accurate and complete answers to patients.

·        Reviewing Pathology results with patients with confidence and compassion.

·        Providing education to the patients about their condition and advising them on further treatment as needed.

·        Following office protocols for scheduling follow up visits as needed.

·        Ability to manage complex provider schedules and work in acute patients as needed.

·        Referring patients to surgical scheduling and other specialty offices if needed.

·        Accurately documenting the phone encounter in the EHR.

·        E-scribing medication refills in accordance with provider protocols.

·        Working on prior authorizations with insurance companies as needed.

·        Assisting with suture removals and post op appointments as needed.

·        Other duties as assigned by management.

Knowledge/Skills/Abilities:

•        Excellent knowledge of medical terminology and site labeling.

•        Excellent knowledge of English grammar, spelling, and punctuation.

•        Skilled in using IPADs and desktop computers and willingness to learn EMR

•        Ability to listen, read, understand, and follow oral, and written instruction.

•        Ability to communicate clearly and concisely.

•        Knowledge of insurance and general preauthorizing procedures for surgeries and medications

•        Ability to establish and maintain positive relationships with employees, physicians, patients and managers.

•        Ability to perform suture removals

•        An excellent understanding of the flow of the clinical side of the practice as well as provider preferences with treatment and subscribing protocols.

Education and certification requirements:

Registered MA certificate or Dermatology Tech certification required.

Experience in a Dermatology setting is mandatory.

Physical Requirements:

Frequent standing, sitting, walking, leaning and handling instruments. The employee must occasionally lift and/or move up to 25 pounds. 

HIPAA/PHI Security Level: HIGH (Low, Medium, or High)

Indicate the security access level of Protected Health Information (PHI) as necessary to perform essential key responsibilities of the position (access, utilize, disclose, store, and/ or dispose of PHI).

1. Low –information access is of general nature representing summary type data rather than specific identifiable demographic or sensitive data.

2. Medium – information access is specific to an individual’s demographics and service information (type of service, services received, dates of service, and provider of service).

3. High – information access is detailed and sensitive to an individual’s demographics, service information, and personal medical history (past/present medical conditions, specifics of medical diagnosis or tests, treatment plans, and family history).

We offer:

·       Competitive compensation

·       Health dental, vision benefits for full time employees

·       Retirement package

·       PTO accrual and holiday benefits

·       Employee discounts on products and services

·       An environment that encourages employees to be high performance and to grow within the organization.

Special note: Due to the unique operational needs of our clinics, we may request that our employees work in a different site from the one they were originally scheduled in.  Sometimes these requests are planned and sometimes they are spontaneous and could be after the employee has reported to work for the day.  Reasons for these requests vary but they are mainly is to ensure coverage in case of high patient volume, unscheduled absences from other staff, etc.  Therefore, we require all our employees to have a valid and unrestricted driver’s license.  Mileage reimbursement will be paid in accordance with our Mileage Reimbursement Policy.

Please note this job description is not designed to cover or contain a comprehensive listing of activities, duties or responsibilities that are required of the employee for this job. Duties, responsibilities and activities may change at any time with or without notice.