Phone Triage Coordinator

Telephone Triage Coordinator (Part-Time | 2025 Hours/Week)

Location: Alpharetta, GA Pay: Starting at $20+/hr (based on experience) Schedule: In-office preferred with flexibility for a hybrid schedule

About the Role

We are seeking a detail-oriented Telephone Triage Coordinator to serve as the primary point of contact for patients calling with questions, concerns, or care requests beyond routine scheduling. In this role, you'll utilize established provider-approved protocols to accurately direct calls to the appropriate department, ensuring patients receive timely assistance and exceptional service.

This is a non-clinical position. The Telephone Triage Coordinator does not provide medical advice or assess patients but follows structured guidelines to identify the appropriate level of urgency and route calls accordingly.

Responsibilities

• Answer incoming patient calls and gather information using standardized call protocols.
• Route calls to the appropriate department, including clinical staff, scheduling, billing, referrals, or the on-call provider based on established procedures.
• Document all patient interactions accurately within the electronic health record (EHR) system.
• Coordinate urgent or same-day appointment requests with front office and clinical teams across multiple practice locations.
• Communicate patient messages promptly and accurately to providers and staff.
• Track and follow up on outstanding patient calls to ensure timely resolution.
• Maintain strict HIPAA compliance and protect patient confidentiality.
• Recognize recurring call trends or workflow concerns and communicate them to leadership.

Qualifications

• High school diploma or GED required; additional education in healthcare or medical office administration is a plus.
• 12 years of experience in a medical office, healthcare call center, or patient service environment.
• Familiarity with medical terminology preferred; experience in spine or neurosurgery is a plus but not required.
• Experience using electronic health records (EHR) or practice management software.
• Excellent communication, organization, and multitasking abilities.
• Professional phone etiquette with the ability to remain calm and follow established procedures in a fast-paced environment.
• No clinical certification or license required.

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