Triage Medical Assistant

Position Summary:

Our Patient Triage Assistant are our front line, interacting with patients and their families daily, and at every stage of the process.  Triage Assistants at Associates in Dermatology also provide real time support to not only our patients, but also to our providers by bridging communication between our providers, patients, labs, referring providers, etc.   While on the phone, Associates in Dermatology Triage Assistants are trusted with the ultimate responsibility- ensuring excellent patient care, the key to our continued success.

Position Requirements:

1. Support inbound and outbound phone lines for assigned providers.
2. Answer calls, emails and/or other requests from patients and/or providers while meeting or exceeding service level goals.
3. Able to balance priorities, working with team members, between inbound calls, responding to inbound email requests and making outbound calls to messages left on voicemail.
4. Accurately and completely capture information and update systems appropriately.
5. Investigate issues that cannot be resolved at the time of the initial call and follow through until issue resolution.
6. Build and maintain trusted relationships with patients by demonstrating proactive communication, delivering timely and accurate services, and showing a strong commitment to patient well-being.
7. Completes all other assigned tasks to ensure efficient department function and workflow.
8. Provide first call resolution where possible. Demonstrate the ability to triage or escalate calls when first call resolution cannot be performed to the patient’s satisfaction.
9. Respond to program inquiries from patients, authorized representatives, healthcare providers, patient advocates and caregivers in a prompt, courteous and professional manner ensuring compliance with state and federal regulations.
10. Meet routine deadlines and work schedules as well as timely and accurate completion of special projects and any other duties as assigned.
11. PA task monitoring and processing.
12. Participate in triage meetings as requested.

Reporting Relationships:

Triage Team Member will report directly to Clinical Manager

Qualifications:

Must possess a high school diploma or GED.

Must be able to work independently and to maintain mental focus for long periods of time.

Skills in data entry and EMR programs.

Advanced telephone, computer and multitasking skills when working with inbound and out bound calls.

Must exhibit, demonstrate, and maintain outstanding customer service skills.

Physical Requirements:

Must possess strong English oral and written communication skills in order to communicate effectively with other medical staff and management.  Eyesight must be sufficient to be able to read medical charts and computer monitors.  Must possess manual dexterity sufficient to utilize reference materials and to manipulate pages in Medical Chart and to type on keyboards.

Environmental Conditions:

Typical conditions of office environment.  During initial phases of training, stress levels may exceed normal levels as new skills are learned and new information is assimilated.