Call center triage specialist

The Call Center Triage Specialist serves as the first point of contact for patients requesting same-day appointments or walk-in visits. This role involves conducting thorough phone-based triage to assess patient symptoms, urgency of care and appropriate next steps. The specialist coordinates directly with ambulatory clinics and clinic managers to schedule patients for timely same-day appointments. Pre-screening may also be required based on the clinic's protocols.

Key Responsibilities:

• Receive and manage transferred calls for same-day and walk-in appointment requests.
• Conduct patient triage over the phone to assess symptoms, severity and reason for visit.
• Document patient concerns accurately and in timely manner.
• Collaborate with clinic managers and ambulatory care teams to identify appointment availability.
• Follow clinic protocols for pre-screening.
• Provide clear instructions to patients regarding appointment logistics.
• Escalate urgent or emergent situations to clinical personnel as needed.
• Maintain confidentiality and adhere to HIPAA guidelines at all times.

Required Skills & Qualifications:

• Medical degree (MD, DO or equivalent from an accredited institution.)
• Previous clinical experience as a physician, house officer, or in a similar medical role.
• Ability to perform patient triage using clinical knowledge and judgement.
• Excellent communication skills for phone-based patient interaction.
• Comfortable using electronic medical record (EMR) systems and appointment scheduling tools.