Description

Position Summary

The Triage Technician primary functions are handling patients phone calls and triaging ocular concerns to determine the urgency of their visits, assisting with prior authorization process, and complete medication refill requests as necessary.

Triage Technician Essential Functions

• Documents pertinent information in the electronic health record, in accordance with organizational policies.
• Responsible for triage mailbox, which includes pharmacy requests and forms such as disability, pre-auth for medications, etc.
• Obtains voicemail messages and document all information regarding the patient call into EHR/patient chart, if necessary, return patient calls or forward messages on to appropriate provider.
• Applies appropriate customer service skills and uses positive, proactive communications when interacting with patients in person or on the telephone.
• Provides clear explanations of appropriate patient-related policies.
• Follow all OSHA, infection control and safety instructions and procedures.
• Maintain patient confidentiality in accordance with established policies.
• Always participates in and maintains safety and dignity of patient. Explains treatment procedures, medications, and physicians' instructions to patients.
• Transfers refill orders to pharmacies as requested by patients or insurance companies. Authorizes refill requests that meet protocol. Denies and/or routes refills that fail to meet protocol.
• Assists with diagnostic testing including, but not limited to visual fields, photos, and OCT imaging.

Other Essential Functions

• Must be willing and able to work a variety of hours and work in various locations as needed.
• Must present self at the workstation, ready for work, at the scheduled time.

• Participates in department and company meetings, as requested.
• Performs other duties as assigned.

Qualifications

Education & Licensing

• High school diploma or equivalent required
• Professional certification in ophthalmology or healthcare (OSC, COA, COT, CNA, CMA or CPhT) preferred.

Experience

• 1 years’ experience in healthcare, preferably working in an Ophthalmology surgical practice required.
• Medical terminology knowledge required.
• Telephone triage experience preferred.

Skills & Knowledge

• Strong organizational, judgment, communication, and analytical skills; sometimes under pressure

• Demonstrates patience, compassion, kindness, and empathy
• Cooperative and professional behavior toward patients, peers, providers, and management
• Ability to promote favorable facility image with patients, providers, insurance companies, and public
• Ability to make decisions and solve problems
• Evidence of leadership qualities
• Solicits constructive and critical feedback
• Develops work skills to enrich current job and/or accept additional responsibilities

• Strong telephone skills along with a pleasant, professional phone voice

Comprehensive Benefits Package

• Health insurance 
• Dental insurance
• Paid Parental Leave
• Employer paid life and accidental death and dismemberment benefit
• Employee assistance program (EAP) benefit
• Company matched 401(k) plan
• Flex spending accounts (medical and dependent care)
• Health Savings Account
• Voluntary Benefits and Life Insurance Coverage
• PTO Accrual begins on Date of Hire
• Floating Holiday Day
• Annual Scrubs allowance for clinic employees
• Free annual eye exams for you and your immediate family
• Significant discounts on our services and products for employee and immediate family members

Job Type: Full-time

Associated Eye Care is an Equal Opportunity/Affirmative Action Employer