Phone Triage Coordinator

Phone Triage Coordinator

Axion Spine & Neurosurgery is at the forefront of spinal health, offering state-of-the-art care in Atlanta. Our elite team is committed to excellence in spine care, pioneering innovative treatments that set us apart in the healthcare industry.

We are looking for a hard-working, personable Phone Triage Coordinator. The Phone Triage Coordinator is the first point of contact for patients calling with questions, concerns, or requests outside of routine scheduling. This role uses established, physician-approved decision protocols to sort and route calls to the appropriate destination clinical staff, scheduling, billing, or urgent escalation ensuring patients reach the right person quickly and nothing falls through the cracks. This is not a clinical assessment role; the coordinator does not diagnose or give medical advice, but follows scripted protocols to flag urgency and route accordingly.

This is a part-time role. The required days and hours are:

Monday 9a-5p

Tuesday 9a - 5p

Friday 8:30a - 4:30p

Key Responsibilities

• Answer incoming patient calls and use standardized intake scripts/protocols to categorize the nature and urgency of each call
• Route calls to the correct destination: clinical team (nurse/PA/NP), scheduling, billing, referral coordination, or physician on-call, per protocol
• Recognize protocol-defined "red flag" keywords or symptoms that require immediate escalation to clinical staff, and escalate without delay
• Accurately log call details, caller information, and disposition in the EHR/practice management system
• Coordinate same-day or urgent scheduling requests with front desk and clinical teams across all three locations
• Relay messages between patients and clinical/administrative staff promptly and accurately
• Follow up on outstanding callbacks to ensure timely resolution
• Maintain patient confidentiality and HIPAA compliance on all calls
• Identify recurring call patterns or bottlenecks and report to office leadership

Qualifications

• High school diploma or equivalent required; some college or medical office coursework a plus
• Bilingual is a huge plus
• 12 years experience in a medical office, call center, or patient-facing administrative role
• Familiarity with medical terminology preferred (spine/neurosurgery exposure a plus, not required)
• Experience with EHR/practice management systems
• Strong communication, organization, and multitasking skills
• Calm, clear phone presence; comfortable following structured protocols under pressure
• No clinical license required; this position does not perform clinical triage or give medical advice

Axion Spine & Neurosurgery