Clinical Triage

JOB TITLE: Clinical Triage

**4 Day Work Week, Hybrid Position, subject to change based on company needs**

**Free Parking, COVID Vaccination Required**

**Use link below to apply internally**

https://www.paycomonline.net/v4/ats/web.php/jobs/ViewJobDetails?job=43584&clientkey=09675CC228D8D911812BF25FA75BDE2F&jpt=22fe6a19ad5a2249aedfeb65fda5892a

GENERAL STATEMENT OF DUTIES:

Under the general supervision of the Director of Clinical Practices and/or Department Lead, the Phone Triage serves as a liaison between physicians, MAs, and patients. Manages and documents patient phone calls pertaining to medical conditions and questions according to established department routine and protocols. Assists in the delivery of health care and patient care management.

SUPERVISION RECEIVED: Reports directly Call Center Manager and the Director of Clinical Practice

SUPERVISION EXERCISED: None

TYPICAL PHYSICAL DEMANDS:

Requires good voice diction i.e. Telephone work. Requires full range of body motion including handling and lifting patients, manual and finger dexterity and eye-hand coordination.  Requires normal visual acuity and hearing.  Involves standing and walking.  Requires exposure to bodily fluids.  Occasionally lifts items weighing up to 100 pounds.

TYPICAL WORKING CONDITIONS:

Location Hybrid/ Wheaton

Cell Phone Required

Prolonged sitting (more than 50%). Fast paced, busy medical office.

EXAMPLES OF DUTIES: (List may not include all the duties assigned.)

1. Determines daily physician location and availability and has awareness of which physician is on call.
2. Works with physicians, nurses, and patients to resolve questions concerning medications, health education, and medical advice within skill level and scope of practice.
3. Works with physicians, nurses, medical assistants, and patients to assess the urgency of patient problems. Assists the patient by acquiring the appropriate appointment, as needed.
4. Records and maintains complete and accurate records of patient and physician communications regarding medical care according to standard medical record documentation requirements as stated in Departmental Policies and Protocols
5. Retrieves messages from voice mails and patient portal in a timely manner and responds to patient needs according to medical priority. Documents all incoming calls on paper phone log and transfers information to the electronic telephone template prior to “tasking providers.
6. Responds appropriately within skill level and documented departmental policies and when appropriate, seeks provider advice when responding to patient’s medical care.
7. Follows through in a timely manner on patient requests.
8. Submits electronically/faxes new prescriptions and refill prescriptions according to physician orders. Records all prescription/refill information in the medical record according to standard requirements per office Protocol.
9. Serves as a resource to clinic staff regarding medical information, patient assessment, and nursing management of illness.
10. Utilizes relevant data, such as medical records and patient complaints, observations and listening skills, to identify and resolve problems in nursing care.
11. Checks patient charts to make sure that Physicians’ notes, lab work, x-ray      reports, outside tests and x-ray reports, and other Physicians’ reports are in the chart to assist in responding to patients’ inquiries.
12. Screens patient telephone calls if unable to respond to patient’s inquiries will task patient’s physicians.  Returns calls to patients per Physician request.
13. Provides patients with educational information after Physician approval.
14. Remains current with the policies mandated by Federal and local governments, Medicare/Medicaid programs and other private healthcare programs..
15. Other Duties as Assigned: The assignment of duties to employees is not limited to the content of this job description. Other tasks and assignments may be related to the work usually assigned to the employee, but in some circumstances may be completely unrelated.

PERFORMANCE REQUIREMENTS: (Knowledge, Skills and Abilities)

1. Broad knowledge base of general nursing practice, knowledge of acute practice based on skill level and scope of practice.
2. Ability to relate and communicate well with patients over the telephone to physicians, staff, and patients.
3. Ability to demonstrate self-direction in establishing priorities and working with little supervision.
4. Ability to maintain high level of precision in judgment, accuracy of assessment, and skill in problem solving under stress based on skill level and licensure and scope of practice.
5. Knowledge of medical practices to assist in giving patient care.
6. Knowledge of examination and diagnostic procedures.
7. Knowledge of medical equipment and instruments.
8. Knowledge of common safety hazards and precautions to establish a safe work environment.
9. Knowledge of different insurance company requirements with regard to laboratory handling and billing, including appropriate co-payments.
10. Skill in assisting in a variety of medical procedures, treatments, and medication protocols.
11. Skill in taking vital signs.
12. Skill in maintaining accurate and complete documentation in patients’ charts.
13. Strong computer skills.
14. Skill in establishing and maintaining effective working relationships with patients, other staff, and the public.
15. Skill in using calculator.
16. Ability to react calmly and effectively in emergency situations.
17. Ability to adapt to changes in the department.
18. Ability to communicate clearly both orally and in writing.
19. Ability to examine documents for accuracy and completeness.
20. Ability to identify problems.

COMPLIANCE:

1. Follows compliance requirements mandated by OSHA.
2. Follows compliance requirements pertaining to collection and handling of laboratory specimens including, but not exclusive of, collection, temperature, containers and proper disposal of biohazard materials.
3. Follows guidelines for maintaining patient confidentiality.
4. Demonstrates a strong commitment to honest and responsible corporate conduct.
5. Identifies, reports and/or prevents any fraudulent or unethical behavior.
6. Initiates notification to management if inappropriate behavior is observed within the organization.

HIPAA-Minimum Necessary Access to PHI

The responsibilities associated with this position allow access to the computer “role” of ARA Check In/Out only. We are committed to enforcing minimum necessary access to our patients’ PHI by limiting the uses and disclosures of this information within our practice. In order for this employee to carry out his/her job (carry out TPO) in a manner that best serves our patients, the employee needs access the afore mentioned computer “role”. Role descriptions are explicitly defined in our HIPAA manual. Access to computer information is password protected. Upon termination of an employee, his/her password will be deleted from the system.

EXPERIENCE:

Two years’ experience in a medical office.

DISCLAIMER:

The foregoing description is not intended, and should not be construed, to be an exhaustive list of all responsibilities, skills, efforts, or working conditions associated with the job.  It is intended to be an accurate reflection of the general nature and level of the job.