Clinical Triage Coordinator

Position SummaryTriage Clinician plays a critical role in Urology Austin’s centralized triage and contact center, serving as the first clinical point of contact for patients seeking assistance. This position is responsible for evaluating patient needs via phone and electronic systems, collecting and documenting clinical information, and executing delegated non-licensed clinical tasks under appropriate supervision.Reporting: Reports to the Triage ManagerQualificationsRequiredHigh school diploma or equivalentCertification as a Medical Assistant (AAMA, AMT, NCCT, or NHA required)Minimum of 2 years’ experience in ambulatory clinical care, call center, or specialty practice settingStrong knowledge of medical terminology, clinical protocols, and urologic conditionsExcellent documentation, communication, and follow-through skillsPreferredLVN or RN degree.Previous triage or care coordination experiencePrevious experience working in a Urology practiceFamiliarity with HIPAA-compliant remote work standards (if remote)Essential Job DutiesClinical Communication - Delegated and SupervisedAnswer and triage incoming calls using Patient Sync and EMR in accordance with approved protocolsLog into phone systems daily and remain available to receive incoming calls during scheduled shiftsCommunicate provider-reviewed test results to patients as directed without interpretationRelay provider-approved medication orders to pharmacies per documented instructionsDocument all patient communication accurately and completely in the EMR and triage systemCoordinate follow-up on labs, imaging, procedures, or referrals based on provider ordersData Collection and Charting:Collect and update medical history, allergies, medications, and urologic symptoms via phoneDocument patient history and responses without interpretation or diagnosisPrepare and maintain accurate EMR documentation prior to upcoming visits or consults.Administrative and Operational Support:Schedule appointments, tests, and procedures per provider with instructions and/or protocols.Request and organize outside medical records, imaging, or prior authorizationsSupport cross-functional communication with site clinics, billing, and clinical staffMaintain daily availability and responsiveness across all assigned work applicationsPatient Education:Provide standardized patient instructions (pre-procedure prep, catheter care guidance)Reinforce previously given provider instructions without creating or altering instructions independentlyClarify what to expect during upcoming appointments or proceduresTriage QA and Escalation:Identify recurring call or symptom patterns and escalate to clinical leadershipImmediately escalate urgent symptoms per triage protocol (fever, catheter issues, retention)Participate in peer review, audit feedback, and protocol improvement sessionCompliance and Professional Standards:Maintain strict adherence to HIPAA and all applicable clinical privacy regulationsParticipate in regular in-service education and policy updatesMaintain a professional, supportive, and team-oriented work environmentKnowledge, Skills, and AbilitiesKnowledge of urologic terminology and outpatient care practicesFamiliarity with call handling, care coordination, and triage protocolsStrong written and verbal communication skillsAbility to remain composed in high-volume or emotionally charged interactionsTime management and multitasking in a remote or multi-clinic settingPhysical Demands and Work Environment:The physical and environmental conditions described here represent those commonly encountered while performing the essential functions of this job. Reasonable accommodation may be made to enable individuals with disabilities to perform these functions.Physical Demands: Regularly required to sit, type, talk, and hear. Occasional walking, reaching, and lifting or moving objects up to 20 pounds. Vision requirements include close vision, distance vision, peripheral vision, and the ability to adjust focus.Work Environment: Primarily office-based within a clinical setting with a moderate noise level. This position is hybrid and may require on-site attendance based on business needs, training requirements, or performance support. Frequent interaction with staff, providers, and patients is expected. Exposure to communicable diseases is minimal. The role may involve periods of increased stress due to time-sensitive tasks, high call volumes, or handling sensitive patient situations and confidential informationRequiredHigh school diploma or equivalentCertification required as a Medical Assistant (AAMA, AMT, NCCT, or NHA), or licensure as a Vocational Nurse (LVN) or Registered Nurse (RN).Current BLS certificationMinimum of 2 years’ experience in an ambulatory clinical care, call center, or specialty practice settingStrong knowledge of medical terminology, clinical protocols, and urologic conditionsExcellent documentation, communication, and follow-through skillsPreferredExperience using Keona Health and EHR systemsPrevious triage or care coordination experienceFamiliarity with HIPAA-compliant remote work standards (if remote) #J-18808-Ljbffr Paycom