Triage Coordinator

GENERAL SUMMARY

The Triage Coordinator provides excellent telephone and in-person customer service to our patients. The Triage Coordinator helps greet and triage patients, schedules appointments and enters patient data into the computer. In addition, the Triage Coordinator works with nursing staff and providers to learn decision-making and triage skills. These skills help to prioritize and manage what cases need to be seen, when and by whom. 

ESSENTIAL JOB FUNCTION/COMPETENCIES

Responsibilities include but are not limited to:

• Provides general customer service duties including greeting clients and answering questions.
• Provides a welcoming, non-judgmental, and professional reception to patients.
• Manages a high volume of calls and schedule appointments.
• Prepares paperwork for appointments, gathers records, and confirms appointments when needed.
• Obtains and enters accurate demographic information into EMR (name, social security number, date of birth, address, telephone number, referring physician, email address, chief complaint, and insurance company name).
• Understands when to escalate calls to practice managers or clinical staff.
• Communicates test results as outlined by healthcare providers.
• E-scribe refills based on company standing order policy.
• Performs other position related duties as assigned.
• Employees shall adhere to high standards of ethical conduct and will comply with and assist in complying with all applicable laws and regulations. This will include and not be limited to following the Solaris Health Code of Conduct and all Solaris Health and Affiliated Practice policies and procedures; maintaining the confidentiality of patients' protected health information in compliance with the Health Insurance Portability and Accountability Act (HIPAA); immediately reporting any suspected concerns and/or violations to a supervisor and/or the Compliance Department; and the timely completion the Annual Compliance Training.

CERTIFICATIONS, LICENSURES OR REGISTRY REQUIREMENTS

• N/A

KNOWLEDGE | SKILLS | ABILITIES

• Excellent verbal and written communication skills.
• Knowledge of medical terminology.
• Excellent organizational skills and attention to detail.
• Customer-oriented with ability to remain calm in difficult situations.
• Ability to build relationships with patients and display empathy and compassion to patients.
• Skill in using computer programs and applications including Microsoft Office.
• Knowledge in healthcare systems operations such as EMR.
• Complies with HIPAA regulations for patient confidentiality.

EDUCATION REQUIREMENTS

• High School Diploma or equivalent required. Associate's Degree in a related field preferred.

EXPERIENCE REQUIREMENTS

• 2 years' experience in a physician office required.

REQUIRED TRAVEL

• N/A

PHYSICAL DEMANDS

Carrying Weight Frequency

1-25 lbs. Frequent from 34% to 66%

26-50 lbs. Occasionally from 2% to 33%

Pushing/Pulling Frequency

1-25 lbs. Seldom, up to 2%

100 + lbs. Seldom, up to 2%

Lifting - Height, Weight Frequency

Floor to Chest, 1 -25 lbs. Occasional: from 2% to 33%

Floor to Chest, 26-50 lbs. Seldom: up to 2%

Floor to Waist, 1-25 lbs. Occasional: from 2% to 33%

Floor to Waist, 26-50 lbs. Seldom: up to 2%