Phone Triage, Medical Assistant

Elevate ENT Partners; Powell (TN); On-site; USD 35,000 - 45,000; Full time

Job summary

A healthcare provider is seeking a Phone Triage Medical Assistant to serve as the first point of clinical contact for patients. The role requires assessing patient symptoms, providing guidance based on protocols, and coordinating care. Ideal candidates should have a high school diploma, completion of a Medical Assistant program, and 1–2 years of experience, preferably in ENT or urgent care settings. Strong phone etiquette and clinical knowledge of ENT conditions are essential. Competitive salary offered in Powell, Tennessee.

Qualifications

• Minimum 1–2 years of experience in a medical office setting.
• ENT, urgent care, or primary care experience preferred.

Responsibilities

• Answer incoming patient calls regarding clinical concerns.
• Coordinate patient appointments based on triage outcomes.
• Document all patient interactions in the EMR.

Skills

Strong phone etiquette

Clinical knowledge of ENT conditions

Ability to work in a fast-paced environment

Education

High school diploma or equivalent

Completion of an accredited Medical Assistant program

Job description

Overview

The Phone Triage Medical Assistant (MA) serves as a first point of clinical contact for patients calling into the ENT practice. This role involves assessing symptoms over the phone, providing guidance based on clinical protocols, escalating concerns to providers as needed, and coordinating timely access to care. The MA supports the clinical team by ensuring patients receive appropriate triage, education, and follow-up in a professional, compassionate manner.

Key Responsibilities

• Telephone Triage & Patient Communication: Answer incoming patient calls related to clinical concerns, symptoms, medication questions, and test results.
• Use established triage protocols and clinical judgment to assess and prioritize the urgency of ENT-related symptoms (e.g., ear pain, sore throat, sinus pressure, dizziness).
• Escalate urgent or complex clinical calls to the appropriate nurse or provider promptly.
• Provide patients with basic education and instructions based on provider guidance and practice protocols.

• Care Coordination & Scheduling: Coordinate patient appointments based on triage outcomes, ensuring appropriate provider, time frame, and level of care.
• Communicate lab or imaging results to patients per provider instructions.
• Assist in prescription refill requests, prior authorizations, and pharmacy coordination as directed.

• Documentation & EMR Use: Document all patient interactions, symptoms discussed, advice given, and actions taken clearly and accurately in the Electronic Medical Record (EMR).
• Update patient records with relevant clinical data (e.g., medication lists, allergies, medical history updates).

• Clinical & Administrative Support: Assist with clinical tasks when needed, such as pre-visit planning, messaging providers, and prepping charts.
• Collaborate with front desk staff, nurses, and providers to ensure seamless patient communication and care delivery.

Qualifications

• Education: High school diploma or equivalent required. Completion of an accredited Medical Assistant program.
• Experience: Minimum 1–2 years of experience in a medical office setting; ENT, urgent care, or primary care experience preferred.
• Skills: Strong phone etiquette, clinical knowledge of ENT conditions, and ability to work in a fast-paced environment.

EEO statements and referral notes are omitted to focus on core job description content.

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