Triage Specialist

About this role

EyeCare Partners is the nation’s leading provider of clinically integrated eye care. Our national network of over 300 ophthalmologists and 700 optometrists provides a lifetime of care to our patients with a mission to enhance vision, advance eye care and improve lives. Based in St. Louis, Missouri, over 650 ECP-affiliated practice locations provide care in 18 states and 80 markets, providing services that span the eye care continuum. For more information, visit www.eyecare-partners.com.

Company: Grand Rapids Ophthalmology
Job Title: Triage Specialist
Location: Grand Rapids, MI

Perks:

• Full Benefits Package - Medical, Vision, Dental and Life Insurance

• 401k + Employer Matching

• Paid Time Off (PTO) and Paid Holidays

• Paid Maternity Leave

• Competitive Base Pay

• Employee Discounts

RESPONSIBILITIES:

• Manage calls and questions from patients in a timely and orderly fashion.

• Prioritize calls from patients and staff based on severity of request and need

• Demonstrates quality patient service during interactions with patients, coworkers, and vendors

• Exhibits a positive attitude and is flexible in accepting work assignments and priorities

• Meets attendance and tardiness expectations

• Is dependable; follows policies and procedures

• Maintains professionalism in interactions with patients and coworkers

• Performs quality work and consistently exhibits initiatives

• Receive calls not handled by patient intake dept, decide appropriate course of action and/or speak directly with doctor, execute plan (i.e. make appointment, call in drops etc), document all activity in patient record.

• Notify patient of need to reschedule appointments; timely call back to all patient voice mails in triage mailbox.

• Act as information desk/patient guidance which includes but is not limited to providing information to patients with questions, providing directions, etc.

• Schedule return appointments.

• Daily monitoring of NextGen task basket.

• Process all pharmacy requests using e-Rx, obtain authorization, distribute sample drops and make proper documentation in patient record.

• Provide timely call back to all patient voice mails in triage mailbox

• Fax and electronically send items to pharmacy or physicians offices as requested.

• Follow up on all outside lab work, document received reports, present to doctor and contact patient per doctor request.

• Manage doctor to doctor calls, doctor to patient calls.

• Monitor schedules, including but not limited to cancellations and schedule changes per doctor request and follow up for patients to be rescheduled.

• Other duties as assigned

EDUCATION AND/OR EXPERIENCE

• Minimum Required: High school diploma or general education degree (GED)

• Minimum Required: One year of related experience and/or training; or equivalent combination of education and experience

LICENSES AND CREDENTIALS