Position Title: Telephone Triage Specialist

JOB SUMMARY:

The Telephone Triage Specialist assures that communication with each caller will be handled in a professional and tactful manner. When appropriate, the caller’s symptoms will be assessed and triaged using the approved guidelines to assist in obtaining the appropriate level of care and/or self-care advice. It is the responsibility of this position to ensure the accuracy and timeliness of additions/corrections made to patient accounts processed through the Electronic Medical Records, telephone calls accepted or placed, patient messages returned, and follow up as needed/processed through the Electronic Medical Records, coordination of patient counseling on all financial programs offered at River Valley, successful completion of patient payment posting, and maintenance of patient records. This position will work with the Front Office Lead in the coordination of all Front Office duties.

CHARACTERISTIC, DUTIES & RESPONSIBILITIES:

Triage Duties:

• Embraces the mission, vision, and values of River Valley Family Health Centers.
• Monitors and responds to triage calls in the call center.
• Evaluates and assesses patient’s health care needs based on patient’s signs and symptoms utilizing established triage protocols and guidelines.
• Obtains appropriate input and direction from the provider as needed to determine best clinical course of action and recommendations for specific patient health care needs.
• May direct them to emergency room, urgent care, provide home care advice or schedule patients to their physician during office hours, based on clinic protocols and guidelines.
• Follows policies, procedures, and protocols to ensure consistency and effectiveness as well as improve health care outcomes of patients/callers and their access to appropriate health care advice.
• Utilize triage protocols appropriately.
• Assures that pertinent medical information is forwarded to proper departments as needed for continuity of patient care.
• Accurately documents symptoms/complaints, assessment, advice provided and patient/caller response.
• Documents in electronic health record (EHR), triage assessment, plan, implementation, and evaluation, follow-up.
• May handle routine information requests from patients, e.g., “Do I need a flu shot every year? When are you giving these shots?” Answers based on clinic policies.
• May assist with Chronic Care Management Program with other clinical staff.
• May assist with ER and Hospitalization follow up with the clinical RNs.
• Prioritizes work tasks and services and completes tasks in a timely manner.
• Communicates appropriately and tactfully with staff, patients, significant others, and community.
• Reduce conflict and increase patient satisfaction whenever possible through timely, professional response to calls and questions.
• Participates in staff, planning, in-service, and other meetings as needed or assigned.

Customer Service:

• Answer phone calls and provide great customer service
• Verify patients primary care provider (PCP)
• Schedule/cancel/reschedule appointments
• Transfer patients to triage nurse/prescription refills or same day acute appointments
• Verify all demographic information is accurate, verify patient contact telephone number and/or email address, and verify patient photo is in electronic record
• Explain/counsel patients regarding sliding fee scale as well as other financial programs available
• Counsel potential patients as to our new patient intake process
• Schedule new / existing patient appointments
• Assist with admission and discharge duties as necessary
• Maintain and ensure the security of all patients medical, dental, and behavioral health records
• Print 340B cards for all new patients coming in for their appointment
• Assist all other Front Office positions as necessary

Administrative Responsibilities:

• Perform the essential duties of all front office positions
• Answer telephones as primary duty
• Maintain daily payment log/receipts
• Assist in the process of balancing cash drawer daily
• Cover admissions and discharge desks as needed for lunch hours, etc.
• Input new patient data from intake packet into electronic system and assign a PCP (primary care provider)
• Be available to assist with other clinic duties
• Ensures accuracy of signage
• Maintain neatness of waiting room area
• Attend trainings/meetings as required
• Communicate with billing department, as necessary
• Input data in computer
• Scan documents
• Schedule and reschedule appointments as needed
• Respond to medical messages

Knowledge, Abilities, Skills, and Other Characteristics:

• Demonstrated clinical competence.
• Critical clinical thinking skills required.
• Detail oriented.
• Team-player oriented.
• Able to function independently.
• Excellent verbal and written communication skills, and listening skills while conversing with patients, families, health professionals and community agencies.
• Must have the ability to handle stressful emergency situations calmly and effectively.
• Must operate with culturally sensitivity with respect to working with persons and groups of diverse racial, ethnic, economic and social backgrounds.
• General computer skills required. Experience with EHR systems.

Miscellaneous Duties as Assigned:

• Other related duties as assigned by the Clinical Manager.
• This job description in no way states or implies that these are the only duties to be performed by the employee occupying this position. Employees will be required to follow any other job-related duties requested by the Clinical Manager or Chief Medical Officer.

JOB QUALIFICATIONS AND EXPERIENCE:

• GED/High School Diploma required
• Must have current EMT Certification, or LPN, RN License
• Currently CPR certified
• Minimum of 2 years of experience in direct patient care. Preferably in a clinical care setting or ambulatory care setting, but not required.
• Triage experience of at least 1 year, required
• Must be at least 18 years of age to meet insurance liability requirements
• Bilingual (English/Spanish) skills preferred
• Ability to establish and maintain effective, courteous working relationships with patients, staff members, insurance entities and others
• Ability to work under pressure in fast-paced environment
• Ability to work flexible hours to meet job requirements
• Presents self in a professional manner, dress and actions

Job Type: Full-time

Pay: $20.62 - $21.96 per hour

Benefits:

• 401(k) matching
• Dental insurance
• Employee assistance program
• Flexible schedule
• Health insurance
• Health savings account
• Life insurance
• Paid time off
• Vision insurance

Schedule:

• 10 hour shift
• Day shift
• Monday to Friday

COVID-19 considerations:
To keep our staff safe, we are screening every visitor that comes in our clinic for COVID symptoms. Masks are required. Thorough cleaning is completed on a daily basis.

Education:

• High school or equivalent (Required)

Experience:

• direct patient care: 2 years (Required)
• triage: 1 year (Required)

License/Certification:

• EMT Certification or an LPN or RN License (Required)

Work Location: One location

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