Phone Triage Coordinator

Axion Spine & Neurosurgery is at the forefront of spinal health, offering state-of-the-art care in Atlanta. Our elite team is committed to excellence in spine care, pioneering innovative treatments that set us apart in the healthcare industry.

We are looking for a hard-working, personable Phone Triage Coordinator. The Phone Triage Coordinator isthe first point of contact for patients calling with questions, concerns, or requests outside of routine scheduling. This role uses established, physician-approved decision protocols to sort and route calls to the appropriate destination — clinical staff, scheduling, billing, or urgent escalation — ensuring patients reach the right person quickly and nothing falls through the cracks. This is not a clinical assessment role; the coordinator does not diagnose or give medical advice, but follows scripted protocols to flag urgency and route accordingly.

This is a part-time role. The required days and hours are:

Monday 9a-5p

Tuesday 9a - 5p

Friday 8:30a - 4:30p

Key Responsibilities

• Answer incoming patient calls and use standardized intake scripts/protocols to categorize the nature and urgency of each call

• Route calls to the correct destination: clinical team (nurse/PA/NP), scheduling, billing, referral coordination, or physician on-call, per protocol

• Recognize protocol-defined “red flag” keywords or symptoms that require immediate escalation to clinical staff, and escalate without delay

• Accurately log call details, caller information, and disposition in the EHR/practice management system

• Coordinate same-day or urgent scheduling requests with front desk and clinical teams across all three locations

• Relay messages between patients and clinical/administrative staff promptly and accurately

• Follow up on outstanding callbacks to ensure timely resolution

• Maintain patient confidentiality and HIPAA compliance on all calls

• Identify recurring call patterns or bottlenecks and report to office leadership

Qualifications

• High school diploma or equivalent required; some college or medical office coursework a plus
• Bilingual is a huge plus

• 1–2 years experience in a medical office, call center, or patient-facing administrative role

• Familiarity with medical terminology preferred (spine/neurosurgery exposure a plus, not required)

• Experience with EHR/practice management systems

• Strong communication, organization, and multitasking skills

• Calm, clear phone presence; comfortable following structured protocols under pressure

• No clinical license required; this position does not perform clinical triage or give medical advice