Clinical Triage Coordinator

Paycom; Austin (TX); Hybrid; USD 52,000 - 68,000; Full time

Job summary

Urology Austin is seeking a Triage Clinician to serve as the first clinical contact for patients, evaluating needs via phone and electronic systems, and performing delegated non-licensed tasks under supervision.

You will document thoroughly in the EMR, coordinate follow-ups, and support cross-functional teams in a hybrid, clinic-based setting. A Medical Assistant certification is required, with LVN/RN preferred, and HIPAA compliance is essential.

Qualifications

• Medical Assistant certification (AAMA, AMT, NCCT, or NHA) required.
• Minimum 2 years in ambulatory clinical care, call center, or specialty practice setting.
• Strong knowledge of medical terminology, clinical protocols, and urologic conditions.
• Excellent documentation, communication, and follow-through skills.
• HIPAA compliance knowledge.
• BLS certification required.

Responsibilities

• Answer and triage incoming calls using Patient Sync and EMR per protocols.
• Log into phone systems and be available for scheduled shifts.
• Communicate test results to patients as directed without interpretation.
• Document all patient communications in the EMR and triage system.
• Coordinate follow-up on labs, imaging, or referrals per orders.
• Schedule appointments, tests, and procedures per provider instructions.
• Provide standardized patient instructions and education.

Skills

Urology terminology

Clinical care

Phone triage

EMR systems

HIPAA compliance

Documentation

Communication

Remote work compatibility

Education

High school diploma or equivalent

LVN or RN degree (preferred)

BLS certification

Tools

Keona Health

EHR systems

Job description

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)