Triage Call Center Technician

Description

Who We Are

At the Eye Center of Northern Colorado, a Panorama Eyecare company, we are not just a team; we are a community of dedicated professionals united in our quest to provide the best eyecare anywhere. Our unflinching commitment to excellence and our core values are what make us an Employer of Choice. Join us in shaping the future of eyecare as we thrive together!

The Position:

The Triage Call Center Technician serves as a critical front-line clinical resource within Panorama Eyecare’s centralized call center. This position is responsible for fielding patient calls related to ophthalmic and optometric concerns, performing clinical triage based on established protocols, and escalating urgent issues appropriately to ensure timely patient care. This role blends clinical knowledge with outstanding customer service skills and requires strong communication, critical thinking, and the ability to work collaboratively with providers, schedulers, and care teams across all Panorama locations.

Key Responsibilities

• Triage patient concerns over the phone using clinical judgment and standardized protocols for a variety of eye conditions (e.g., vision loss, pain, flashes/floaters, postoperative complications, etc.).
• Determine urgency of care needs, schedule patients accordingly, escalating acute or emergent cases to appropriate providers or clinical staff.
• Document all patient interactions and triage outcomes accurately in the EHR.
• Provide basic patient education related to symptoms, home care instructions, and next steps based on triage outcome.
• Collaborate with physicians, optometrists, and care teams to ensure continuity of care and effective resolution of patient needs.
• Support call center staff by providing clinical insight and assistance in navigating patient scenarios that go beyond administrative scope.
• Participate in ongoing training and competency assessments to maintain up-to-date knowledge of ophthalmology and optometry practices.
• Maintain compliance with HIPAA, organizational standards, and triage protocols.

Requirements

Who You Are:

• Minimum 2 years of experience as an ophthalmic technician, optometric technician, or similar clinical support role.
• Demonstrated knowledge of ophthalmic and optometric conditions and treatments.
• Proven experience with clinical triage, patient assessment, or emergency eye care preferred.
• Strong verbal communication and interpersonal skills.
• Proficient in EHR documentation (experience with NextGen or similar platforms preferred).
• Ability to handle high call volumes with professionalism, empathy, and clinical accuracy. 
• COA, COT, or other ophthalmic technician certifications, preferred. 
• Bilingual in Spanish, preferred. 
• Experience working in a multi-specialty ophthalmology practice, preferred.
• Familiarity with call center workflows and metrics, preferred.

Additional Job Details

• Works at our clinic location in Fort Collins, CO. 
• This is a Full-Time Position
• Compensation for this role will be $23.57-$28.23 an hour based on experience/certification. 

Our Growth Opportunities

At Panorama Eyecare, we care about our employee’s ability to grow within the company. Therefore, we have created career growth plans that allow employees the ability to work toward their professional growth. We encourage all employees to apply for internal openings they may be qualified for, and we welcome the opportunity to interview and coach employees on how to grow.

Our Employee Perks

• PTO Accruals Start at 3 Weeks
• Comprehensive Medical and Dental Insurance
• Company Paid Optical Allowance
• Company Paid Routine Eye Care
• Short Term and Long-Term Disability Insurances
• Educational Allowance
• Generous Paid Holiday Program
• 401K With Company Match

Join Our Team!

Embark on a rewarding journey with Panorama Eyecare and become part of a team that embodies the values of Partnership, Engagement, Excellence, and Stewardship. As an Eyecare Professional, you will not only provide exceptional patient care but also shape the future of our practices. Together, we are transforming the eyecare landscape. Our job postings are open for 30 days or until a qualified candidate is hired. Click "apply" now and let your passion for excellence and patient well-being shine!

EEOC:

Panorama Eyecare is an equal opportunity employer, and all qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, disability status, protected veteran status or any characteristic protected by law.