Description:
AWHS Triage Specialist Job Description

JOB SUMMARY:

A Triage CMA, RN or LPN with Atlanta Women’s Healthcare Specialists performs essential functions in assessing, planning, implementing, and evaluating in the clinical triage areas. This position calls for high levels of independent judgment and problem-solving capabilities, as well as the ability to set patient care as a priority. Triage Specialists will assist the physicians by assessing patient issues and concerns over the phone, scheduling appointments for patients who need to be seen due to concerns, and directly messages to the appropriate medical assistants or physicians and making notes in the EMR.

Reports to:

• Back Office Team Lead
• Practice Administrator
• Physicians

REQUIRED KNOWLEDGE/SKILLS/ABILITIES:

• Extensive clinical OB/GYN knowledge, coupled with the ability to proactively implement knowledge.
• Knowledge of the information and techniques needed to diagnose and treat human injuries, diseases, and deformities. This includes symptoms, treatment alternatives, drug properties and interactions, and preventive health-care measures.
• Knowledge of office policies and procedures to accurately answer questions from patients.
• Knowledge and correct usage of medical terminology.
• Ability to navigate and effectively use EMR. Knowledge and experience with Centricity EMR system is preferred.
• Ability to maintain confidentiality and professionalism.
• Ability to effectively and clearly communicate in writing, over the telephone, and in person with physicians, office staff, and patients.
• Ability to work as part of a team and promote a positive work environment.
• Ability to listen and understand information and ideas and adjust actions accordingly.
• Ability to listen actively by giving full attention to what other people are saying, taking time to understand the points being made, asking questions as appropriate, and not interrupting at inappropriate times.
• Ability to collaborate effectively with nursing and other clinical managers, physicians, and administrative staff.
• Ability to listen and understand information and ideas and adjust actions accordingly.
• Ability to comply with all facility policies, procedures and practices.
• Ability to maintain professional attire.
• Ability to complete continued education/training requirements.
• Ability to report to work on time and as scheduled.
• Ability to represent the organization in a positive and professional manner at all times.
• Ability to communicate the mission, ethics and goals of the organization.
• Ability to apply feedback, participate in performance improvement, and continuous quality improvement activities.
• Skilled in establishing and maintaining effective working relationships with other employees, patients, and the public.
• Skilled in monitoring/assessing performance of yourself, other individuals, or organizations to make improvements or take corrective action.
• Skilled in organization, attention to detail, and task prioritization.
• Skilled in ability to exercise independent judgement and ability to proactively look for ways to help people.
• Skilled in using logic and reasoning to identify the strengths and weaknesses of alternative solutions, conclusions or approaches to problems.
• Skilled in understanding patient needs to provide exceptional customer service.

EDUCATION AND EXPERIENCE:

• Completion of CMA, RN or LPN certificate or degree from accredited institution.
• Experience working in an OB/GYN office environment doing telephone triage.
• Current CMA, RN or LPN licensure, with no sanctions, restrictions, or provisions, in the state of Georgia.
• EMR experience required, knowledge of Centricity EMR is preferred.

PHYSICAL REQUIREMENTS:

• Prolonged periods sitting at a desk and working on a computer.
• Prolonged periods of periods of standing and bending.
• Must be able to lift up to 15-25 pounds at times.
• Must have full range of body motion.

• Answers telephone calls and appropriately triages and screens telephone calls related to OBGYN patient care.
• Obtains and records accurate patient information, makes appropriate clinical assessment, and implements appropriate care in accordance with approved standing orders and protocols.
• Gives lab and ultrasound results and communicates test results to patients.
• Counsels patients on the phone concerning treatment procedures, medications, diets, or physicians’ instructions to patients.
• Calls patients back in a timely manner each day.
• Screens calls for medical providers and assists medical providers when needed on patient calls.
• Treats patient concerns with proper care and triages concerns to the best of knowledge and ability.
• Attends and participates in department meetings.
• Maintains courteous, professional relationships with medical providers, staff, patients, and general public.
• Demonstrates independent critical thinking with the ability to multi-task in various departments including urgent situations and prioritizing work.
• Other duties as assigned and needed.
• Coordinates patient tests and follow-up care, as needed. Schedules surgeries, calling surgical center, verifying times with patients, and preparing charts, pre-admission and consent forms. Schedules patients with other doctors for consultation, as needed.
• Authorizes drug refills and provide prescription information to pharmacies, as needed.
• Other duties as assigned by practice administrator or back-office lead.
  Requirements: