Triage and Tasking Specialist at Friedman

Spokane Valley, Washington, United States -

Full Time

Start Date

Immediate

Expiry Date

06 Mar, 26

Salary

0.0

Posted On

06 Dec, 25

Experience

5 year(s) or above

Remote Job

Yes

Telecommute

Yes

Sponsor Visa

Skills

Customer Service, Triage, Scheduling, Communication, Organizational Skills, Problem Solving, Attention to Detail, Time Management, Microsoft Office, G-Suite, Keyboarding Skills, Interpersonal Skills, Financial Verification, Appointment Management, Data Entry, Call Handling

Industry

Description

Description Job Summary: Provide excellent customer service for patient services, including scheduling appointments, verifying demographic and financial information through the pre-registration process, obtaining consents, processing paperwork, coordinating care, triaging patient calls, and providing service information. Execute triage responsibilities to route calls based on clinical presentation and urgency appropriately. Duties/Responsibilities: Assist patients, providers (and their representatives), and pharmacists by answering questions, resolving concerns, and ensuring access to care through effective triaging of calls. Coordinate and deliver resources and information that support a positive patient and physician experience. Serve as the primary point of contact for patients and referring ODs regarding current and ongoing cases; ensure high levels of customer satisfaction. Consistently deliver high-quality customer service by achieving performance metrics, including handling 85+ calls per day, maintaining an average team wait time of under two (2) minutes, and demonstrating accuracy in triage procedures as measured by quality audits. Perform pre-registration duties: collect and verify demographic and financial data, assess financial eligibility, verify benefits, obtain pre-authorizations and pre-certifications, and input all necessary information into the system. Deliver exceptional customer service in all interactions: assist with documents, resolve problems, manage escalated situations, and schedule appointments (including follow-ups, no-shows, and cancellations) per process guidelines. Schedule all provider (non-ASC) appointments, memorize and adhere to provider-specific scheduling protocols, and obtain pre-certifications and interpreters as needed. Conduct daily appointment confirmation calls and communicate delays or changes to patients. Prepare, organize, and maintain patient charts and medical records. Contact co-managing physicians for missing post-op reports and follow up with patients overdue for return visits. Call patients for physician-initiated reschedules. Perform other duties as assigned. Requirements Proficiency with Microsoft Office, G-Suite, Windows, and strong keyboarding skills. Ability to work independently and meet performance metrics. Willingness to work collaboratively in a virtual team environment. Excellent verbal and written communication skills. Strong interpersonal skills and a customer service–oriented mindset. Exceptional organizational skills, attention to detail, and effective problem-solving. Demonstrated ability to manage time effectively and adapt in a fast-paced or changing environment. Capable of handling multiple tasks simultaneously with accuracy and professionalism. Education and Experience: Five (5) or more years of experience in an ophthalmic care setting providing triage services. Two (2) years of experience working in the company’s Call Center environment. High school diploma or equivalent required.

Responsibilities

The Triage and Tasking Specialist is responsible for providing excellent customer service for patient services, including scheduling appointments and triaging patient calls. They will also coordinate care and ensure high levels of customer satisfaction.