Clinical Assistant- Telephone Triage

The primary purpose of this position is to safely and efficiently assist patients who are contacting the clinic for medical assistance or medication refill requests. This hybrid position will be staffed during clinic hours.

ESSENTIAL DUTIES AND RESPONSIBILITIES:

• Respond to health related questions from patients via the telephone or walk-in

• Recognize urgency and severity of patient concerns and prioritize as appropriate

• Inform provider and/or clinical staff of urgent and emergent issues immediately

• Document all communication in the patient electronic medical records

• Adhere to the medication refill protocol and renew medications as appropriate

• Elicit information and provide health education to patients according to established telephone protocols

• Distribute incoming faxes to appropriate workstations

• Transfer patients to patient care coordinators for assistance with appointments

• Maintain knowledge of current trends and significant changes in healthcare procedures

• Ensure clear and concise communication during all patient and staff contacts

• Adhere to all clinic policies and procedures

• Perform additional duties as assigned

SUPPLEMENTAL DUTIES AND RESPONSIBILITIES:

• Remain punctual, reliable, and available for late coverage if applicable

• Maintain a positive and respectful attitude while supporting the clinic vision

• Maintain required certification and/or licensure applicable to degree

• Maintain current BLS CPR certification

• Calculate accurate dosages of medications when required

• Maintain a neat and well groomed professional appearance

• Work effectively under pressure in a fast pace environment

• Maintain confidentiality of all information acquired through clinic employment

• Establish and maintain positive working relationships with patients, interdisciplinary team members, and outside agencies

• Abide by clinic protocols, ergonomic recommendations, and OSHA standards

• Adhere to the clinic philosophy and provide comprehensive care according to a patient centered healthcare clinic

WORKING CONDITIONS:

• Subject to interruptions, imposed deadlines and frequent problem-solving activities

• Subject to hostile and emotionally upset patients, staff, and outside agencies

• Standard office environment

PHYSICAL DEMANDS:

• Abide by ergonomic recommendations of the position

• Must possess sight/hearing senses or use prosthetic devices that will enable these senses to function adequately

• Sit for several hours while talking on telephone

• Subject to lifting and carrying supplies averaging 25 pounds

• Repetitive motions involving use of phone and keyboard

EDUCATION:

• Graduation from an accredited school of nursing with current RN or LPN license in the state of Wisconsin or
• Graduation from a Medical Assistant program with current certification in Wisconsin or 10 years minimum of clinic experience

EXPERIENCE:

Minimum: 2 years in a healthcare setting
Desired: 5 years in a clinical setting

KNOWLEDGE:

• Excellent verbal and written communication skills
• Strong knowledge of medical terminology
• Ability to work independently with minimal instruction using good judgment skills
• Knowledge of clinic computer system