Triage Specialist

Cincinnati Eye Institute; Blue Ash (OH); On-site; USD 21,000 - 30,000; Full time

Job summary

Cincinnati Eye Institute is seeking a Triage Specialist to handle patient calls, prioritize requests, and coordinate care. The role emphasizes quality patient service, accuracy in documentation, and collaboration with doctors and staff.

A high school diploma with computer experience and ophthalmic office exposure is preferred. The position offers remote work with Cincinnati-based base requirements and a focus on patient-centered service and efficient triage processes.

Qualifications

• High school diploma with computer experience.
• At least one year in ophthalmic medical office with phone and customer service skills.
• Familiarity with ophthalmology workflow and patient record systems.

Responsibilities

• Manage calls from patients and prioritize based on severity.
• Provide information and guidance; schedule return appointments.
• Process pharmacy requests and document in patient records.
• Notify patients about rescheduling; follow up on voicemails.
• Keep logs and maintain professionalism; follow policies.

Skills

Customer service

Phone etiquette

Medical office software

Education

High school diploma

Ophthalmic office experience

Tools

Word

Excel

Access

Job description

Triage Specialist

This position is remote, but employee must be based in Cincinnati.

• Manage calls and questions from patients in a timely and orderly fashion. Prioritize calls from patients and staff based on severity of request and need.
• Demonstrates quality patient service during interactions with patients, coworkers, and vendors:
• Exhibits a positive attitude and is flexible in accepting work assignments and priorities
• Meets attendance and tardiness expectations
• Is dependable; follows policies and procedures
• Maintains professionalism in interactions with patients and coworkers
• Performs quality work and consistently exhibits initiative

ESSENTIAL DUTIES AND RESPONSIBILITIES

• Receive calls not handled by patient intake dept, decide appropriate course of action and/or speak directly with doctor, execute plan (i.e. make appointment, call in drops etc), document all activity in patient record. Notify patient of need to reschedule appointments; timely call back to all patient voice mails in triage mailbox.
• Act as information desk/patient guidance which includes but is not limited to providing information to patients with questions, providing directions, etc. Schedule return appointments.
• Daily monitoring of NextGen task basket. Process all pharmacy requests using e-Rx, obtain authorization, distribute sample drops and make proper documentation in patient record. Provide timely call back to all patient voice mails in triage mailbox
• Fax and electronically send items to pharmacy or physicians offices as requested.
• Follow up on all outside lab work, document received reports, present to doctor and contact patient per doctor request.
• Manage doctor to doctor calls, doctor to patient calls.
• Monitor schedules, including but not limited to cancellations and schedule changes per doctor request and follow up for patients to be rescheduled.
• Keep sample drug log in compliance with Ohio State Pharmacy Board requirements.
• Other duties as assigned.

JOB QUALIFICATIONS

To perform the job successfully, an individual must be able to perform each essential duty and responsibility satisfactorily with or without reasonable accommodation. The requirements below are representative of the minimum knowledge, skill, and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential duties and responsibilities.

EDUCATION AND/OR EXPERIENCE

• The minimum level of education required is high school graduate with computer experience.
• At least one year of ophthalmic/optometric medical office experience which utilized computer, telephone and customer service skills. Preferably, extensive ophthalmic/optometric experience.

CERTIFICATES, LICENSES, REGISTRATIONS

• Must receive or maintain OSC or higher licensure.

Location:

Work takes place in a normal office environment. Travel to other CVP locations may be necessary to fulfill essential duties and responsibilities of the job. Thus, those needing to travel for work must have access to dependable transportation, and driving record must meet company liability carrier standards.

Exposure:

Works in normal office environment during normal business hours. May be exposed to blood or bodily fluids. May also be exposed to various cleaning supplies.

Equipment:

The equipment typically used in this position is a computer, fax, copier, printer, scanner and telephone. Must have good working knowledge of Word, Excel and Access. Other equipment may be used as needed. Personal Protective Equipment (PPE) follows standard precautions using personal protective equipment.

DISCLAIMER

This job description is intended to convey information essential to understanding the current scope of the job and the general nature and level of work performed by current job holder(s) within this job. This job description is not intended to be an exhaustive list of qualifications, skills, efforts, duties, responsibilities or working conditions associated with the position. CVP reserves the right to change the expectations of the job and assign or reassign duties and responsibilities at any time.

EyeCare Partners is an equal opportunity/affirmative action employer. All applicants will be considered for employment without attention to race, color, religion, sex, sexual orientation, gender identity, national origin, veteran or disability status.