Triage

Job Description

Job Description

Description:

Summary  

We are seeking a detail-oriented and compassionate Triage candidate to join our healthcare team. This position serves as the critical first point of contact for patients seeking medical care and guidance. The Triage Medical Assistant/LPN is responsible for assessing patient needs via telephone and electronic communications, determining the urgency of care required, coordinating appropriate responses, and ensuring seamless communication between patients and providers. 

This role requires exceptional clinical judgment, strong decision-making abilities, and the capacity to remain calm and effective under pressure. The ideal candidate will possess excellent interpersonal skills, demonstrate empathy and professionalism in all patient interactions, and multitask efficiently in a dynamic healthcare environment. Pediatric experience is highly valued as our practice serves patients across the lifespan. 

Key Responsibilities Triage and Patient Communication 

* Assess and triage incoming phone calls using established clinical protocols and   guidelines, determining the appropriate level and urgency of care required. 

* Exercise   sound clinical judgment to identify potentially emergent or urgent situations and escalate to RN or provider immediately when indicated 

* Gather comprehensive patient information, including symptoms, duration, severity, and relevant medical history, to facilitate accurate assessment. 

* Prioritize multiple incoming calls and patient concerns based on clinical acuity and time sensitivity. 

* Provide clear, compassionate, and professional communication to patients and   families, offering reassurance and guidance. 

* Schedule urgent same-day appointments, add-on visits, and telehealth consultations as clinically appropriate. 

* Coordinate care between patients, providers, nursing staff, and other healthcare team members. 

* Document all patient interactions thoroughly and accurately in the EMR, including detailed notes on symptoms, advice given, and disposition. 

* Take detailed messages and   route calls appropriately when direct triage is not required. 

* Work collaboratively with our triage team and independently manage appropriate-level calls within the scope of practice. 

* Demonstrate   excellent telephone etiquette, active listening skills, and the ability to   communicate complex medical information in patient-friendly language. 

 

Medication and Laboratory Management 

* Review and process medication refill requests in accordance with provider protocols and clinic policies. 

* Identify and escalate medication refill requests that require provider review or assessment. 

* Communicate laboratory and diagnostic test results to patients per provider instructions. 

* Provide clear patient education regarding test results, medication instructions, and follow-up care. 

* Document all medication refills and communication of results accurately in the patient’s medical record. 

* Coordinate pharmacy communications and resolve medication-related issues. 

Care Coordination and Workflow Management 

* Actively manage Care Team telephone encounters and patient portal messages throughout the day. 

* Minimize the need for callbacks by gathering complete information and addressing all patient concerns during initial contact. 

* Monitor and manage the triage queue to ensure timely responses to all patient communications.   

* Collaborate with the front desk, nursing staff, and providers to optimize patient flow   and scheduling. 

* Assist with care coordination for complex patients requiring multiple services or specialist referrals. 

* Participate in quality improvement initiatives to enhance triage processes and patient satisfaction. 

Technology and Documentation 

* Utilize electronic medical record (EMR) systems proficiently for documentation, scheduling, and communication (eClinicalWorks experience is a plus) 

* Navigate multiple software systems simultaneously while maintaining focus on patient interaction. 

* Maintain accurate, timely, and comprehensive documentation that meets regulatory and clinical standards. 

* Ensure all patient communications comply with HIPAA regulations and organizational privacy practices. 

* Protect patient confidentiality in all verbal, written, and electronic communications. 

Requirements:

Required Qualifications 

* Registered Nurse (RN), Certified Medical Assistant (CMA) or Licensed Practical Nurse (LPN) certification required 

* Pediatric experience preferred 

* Minimum 1-2 years of experience in a clinical or medical office setting preferred 

* Excellent problem-solving and critical thinking abilities 

* Strong time management and organizational skills 

* Exceptional verbal and written communication skills 

* Ability to maintain confidentiality and handle sensitive information with discretion 

* Proficiency with computers and electronic medical record (EMR) systems 

* Physical ability to work at a computer and remain on one's feet for extended periods 

* Demonstrated ability to thrive in fast-paced, high-volume environments 

* Reliable attendance and punctuality 

* Work is performed in a medical office setting using standard medical equipment, including computers, multi-line phone systems, and EMR software. The role involves potential exposure to blood, bodily fluids, and communicable diseases, requiring adherence to universal precautions and infection control protocols. The position requires prolonged periods of sitting at a computer workstation and the ability to move throughout the office as needed. The work environment can be fast-paced and high stress, requiring the ability to manage multiple competing priorities simultaneously. 

Teamwork and Professional Development

* Demonstrates the ability to be initiative-taking, supportive, and collaborative. 

* Share knowledge, promote positivity, and take personal responsibility for your professional development. 

* Demonstrates the ability to seek and value open, honest communication and constructive feedback in a timely manner. 

* Provide outstanding communication, documentation, education, and care to all patients. 

* Demonstrate a natural ability to actively listen, lead with curiosity, and assume the best intentions of others. 

* Demonstrate the ability to prioritize and respond quickly to changing & demanding environments.