Triage Specialist na Eyesight Ophthalmic Services

Description

This role is ultimately responsible for demonstrating and providing excellent patient service.  The Triage Specialist uses telephone interaction to facilitate an individual’s access to an appropriate level of care and to prioritize care needs. The Triage Specialist works with the Contact Center Manager and team to triage phone calls and Teams messages, monitor Provider and Prescription phone lines and create appointments. 

Essential Functions:

• Triage urgent and emergent care:
•           Field requests from Contact Center, Front Desk, Providers and external entities for time sensitive appointments and      determine appropriate Provider, timing and location of appointment
• Provide feedback on clinic schedule pinch points and facilitate resolutions with Clinic Managers.
• Works with the Clinic Managers to create and update appointment protocol for each doctor (type of exams, where to      schedule, patient ages, diagnoses).
• Monitor Provider email received via Patient Portal, medication refill line, and Microsoft Teams Triage chat.
• Schedule outside referral appointments from out-of-network providers.
• Obtain prior authorizations if needed to schedule MRI’s and ensure closing of the loop with receipt of test results.
• Professionally and politely identify patient’s needs, ensure clear concise information, research issues if needed to provide Contact Center, and patient with the best solution.
• Scanning of patient notes and referrals
• Able to multi-task

Requirements

Minimum Requirements (education and experience): 

• High School graduate or GED is required
• Certified Ophthalmic Assistant

Preferred: 

• Medical office experience
• Knowledge of insurances
• 2 years of customer service experience 
• Computer experience
• Phone experience

Work Conditions:

• Active office conditions 
• Noise can be loud

Physical Requirements

• Ability to sit, stand, and walk for extended periods
• Frequent use of hands and fingers to operate medical or office equipment
• Effective verbal and written communication; ability to hear and understand speech in person and by phone
• Close vision required for reading small print and viewing computer screens
• Occasional lifting or moving of objects up to 25 pounds
• May involve reaching, bending, stooping, kneeling, or other physical movement
• Ability to manage multiple priorities and maintain professional interactions in a dynamic setting