2 days ago be among the first 25 applicants
schedule: monday - friday 7:00 am - 4:00 pm
job summary:
the clinical triage contact center specialist serves as the first point of contact for patients seeking medical advice or care coordination. This role involves assessing patient concerns via phone or digital communication channels, prioritizing needs based on urgency, and facilitating appropriate follow-up with clinical staff. The representative plays a critical role in ensuring patients receive timely, safe, and efficient care navigation.
key responsibilities:
* respond promptly to incoming patient calls, messages, or chats regarding medical symptoms, treatment concerns, medication questions, or appointment scheduling.
* use established clinical triage protocols to assess the urgency of symptoms and determine the appropriate level of care (e.g., er, urgent care, provider follow-up).
* document patient interactions accurately in the electronic health record (ehr) in accordance with organizational and regulatory guidelines.
* escalate complex or high-risk clinical situations to registered nurses or physicians for immediate review.
* provide compassionate, patient-centered communication to guide patients during high-stress or uncertain health situations.
* collaborate with care teams including physicians, nurses, medical assistants, and scheduling coordinators to ensure coordinated care delivery.
* monitor and respond to messages in shared communication pools and ensure timely resolution of patient requests.
* maintain up-to-date knowledge of triage protocols, healthcare services, and appointment availability.
required:
* advanced english level
* medical assistant certification, emt license, lpn license, rn license, md/do degree, or equivalent clinical background.
* 1-2 years of experience in a healthcare or clinical contact center environment.
* excellent communication, customer service, and active listening skills.
* familiarity with ehr systems (e.g., epic, cerner).
strong decision-making skills and ability to manage high-call volumes
job type: full-time
schedule: monday - friday 7:00 am - 4:00 pm
seniority level
* seniority level
entry level
employment type
* employment type
full-time
job function
* job function
health care provider
* industries
hospitals and health care
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