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Job Title: Triage Phone Operator

Reports to: Triage Coordinator, Director of Practice Management

Purpose: The Triage Phone Operator’s purpose is to triage incoming phone calls based on the need or request of the patient/caller and ensure accurate information is collected and conveyed to the correct physician or staff member.

Requirements: The Triage Phone Operator must be a certified/registered Medical Assistant or LPN

Job duties and responsibilities:

Answer phones with “Thank you for calling Aultman Medical Group- Dr Hill’s office.  This is (name) how can I help you?” Answer calls within 3-4 rings Collecting required information from patients and relaying the message to the staff/provider effectively and ensuring the message is marked with the applicable priority level. Use created dot phrases as a guideline to formulate a message to the provider. Check the Clinical voicemail box every 20 minutes. Check refill voicemail box once an hour and propose medications at that time. Ensure a message is sent to the correct provider for the patient in question. Transfer calls to appropriate parties Schedule Appointments Adjust/Cancel existing patient appointments. Interpret orders, print, and distribute to necessary parties. Handle medication refill requests Check to ensure CMA pts have a current med contract and appt scheduled.  Once refill is completed, ensure note contains providers OARRS statement.  If not, return to the provider to complete. Address patient complaints and issues, involving a supervisor/manager when needed. Assist LPNs/MAs with call-backs and follow-ups, Check personal clinical box and clinical pool regularly. Review consult notes Inputting documents for patient charts Ensure 2 patient identifies are used and document type is correctly entered. Ensure inpatient messages are given to Dr Hill immediately.  Relay STAT or Critical testing results to ordering provider when received. Proper documentation of INR reports received from lab or external source.

 

Performance Requirements:

Knowledge of common medications Knowledge of medical terminology Ability to problem solve and utilize critical thinking skills. Exceptional computer and typing skills. Knowledge of organization’s policies and procedures Excellent organizational and time management skills Outstanding verbal and written communication skills Ability to multi-task, prioritize and meet deadlines. Willingness to be adaptable and flexible. Teamwork is a must. Knowledge of proper documentation guidelines Understanding of commonly used abbreviations Maintain confidentiality, HIPAA and compliance regulations & requirements. Comply with all statutory and regulatory policies and procedures. Participates in professional development activities and maintains professional affiliations. Experience with EHR preferred. CPR Certification is required (can be completed upon hire)