Lead Triage Coordinator

Asheville Ear, Nose & Throat, PA; Asheville (NC); On-site; USD 25,000 - 33,000; Full time

Job summary

Asheville Ear, Nose & Throat, PA is seeking a Triage Coordinator to serve as the liaison between patients and physicians. You will handle medical questions by phone, send referrals and orders, and coordinate with other coordinators to ensure excellent patient care.

Responsibilities include processing EMR messages, scheduling follow-ups, pulling and uploading records, and ensuring timely communication of results to physicians and patients, while maintaining organized task notes and patient

Qualifications

• Proficient in using EMR for check-in and tasking.
• Excellent phone triage and communication skills.
• Ability to de-escalate and schedule patient care accurately.

Responsibilities

• Receive calls from patients with medical questions and coordinate referrals and testing.
• Forward messages from EMR (IntraMail) to the appropriate physician or party.
• Schedule follow-up appointments as directed by doctors.
• Pull records from the hospitals' EHR and upload to patient charts in ModMed as needed.
• Send outgoing orders and referrals and ensure completion.
• Ensure office visit notes, imaging and lab results are imported and assigned to physicians.

Skills

EMR navigation

Phone triage

Written communication

Verbal communication

De-escalation

Scheduling

Education

High school diploma or GED

Tools

EMR system

Job description

Asheville Ear, Nose & Throat has provided otolaryngology and audiology services to Western North Carolina for more than 50 years. The practice focuses on earning trust, supporting health, and treating patients like family.

Job Summary

The triage coordinator will contribute to AENT by being liaisons between patient and physician through receiving calls with medical questions from patients, sending outgoing orders and referrals, and communicating with other coordinators to ensure excellent care for our patients.

Duties /Responsibilities

Receive calls from patients regarding medical questions, outbound referrals and testing, post-surgical concerns, or other needs. Converse with patients in a polite, pleasant, and efficient manner. Communicate patient’s questions and ask additional appropriate questions regarding the patient’s symptoms and medical history. Communicate these questions to their appropriate physician through the EMR (tasks).

Receive messages from patients via EMR messaging system ("IntraMail") and forward to MD as appropriate, or to the correct party.

Schedule follow-up appointments as directed by the doctors as needed

Schedule follow up appointments for ER patients with the correct on call physician. Pull records from the Hospitals EHR system and upload them into the patient’s chart in ModMed prior to their appointment.

Sending Orders and Referrals:

Send outgoing orders and referrals to the correct facility and follow through to make sure each patient’s order or referral is completed appropriately.

Ensure office visit notes, imaging reports, and lab and pathology results are received, imported into the patient’s chart and "tasked" to the appropriate physician in a timely manner.

Call patients, as directed by MD, with results of pathology, imaging, or labs. Send messages to the physicians with any follow-up questions patients may have regarding results.

Department Responsibilities:

Discuss patient’s plan of care with other offices as needed per request of MDs.

Send refill requests to physicians, received either by fax or by phone calls from patients, and ensure medications are prescribed to the appropriate pharmacy. Always follow up with patient once the prescriptions are called in or sent in by the physician and notate in the task.

Complete prior authorizations for prescriptions as needed.

Keep paper records of all outgoing tasks to ensure all patients are contacted back in a timely manner. If you are not receiving a response from a physician, walk to the MA station and ask the appropriate physician in person. If the answer is given verbally, notate the conversation in the task and close it.

Check your sent faxes at the end of the day to ensure all items were successful. Resend or reach out to any offices that were unsuccessful.

Check department teams’ tasks and buckets daily when they are absent to ensure items are not left.

Skills:

Skill in navigating EMR for check-in processes

Skill in handling incoming phone calls and triaging appropriately.

Skill in written and verbal communication.

Skill in de-escalation.

Skill in scheduling patients appropriately

Education / Experience

HIGH SCHOOL EDUCATION OR GED EQUIVALENT

EXPERIENCE USING EMR PREFERRED.

CLINICAL EXPERIENCE

Physical Requirements / Mental Requirements / Work Environment

Work environment is fast paced but professional and friendly. Work requires movement throughout the office, sitting for periods of time, stooping, bending, and stretching for files and supplies. Employee will occasionally be asked to lift files or equipment weighing up to 30 pounds. Position requires manual dexterity sufficient to operate a keyboard, a computer, telephone, calculator, copier.