Position Summary

Responds to phone calls and electronic messages from patients/caregivers, gathering information and identifying urgent or emergent status. Follows appropriate triage protocol to schedule appointments, provide advice, and/or consult with physician*. Performs administrative duties under the indirect supervision of physician*, or Clinical Supervisor.

Essential Functions

• Gathers information on signs, symptoms, and complications as outlined in the Barton Schmitt book, Pediatric Telephone Protocols. Following the appropriate protocol, the Phone Triage - Level 1 will do one of the following:
  • Schedule the patient for an appointment.
  • Give advice and instructions following the protocol.
  • Consult with the physician* via chart messaging or verbally, dependent on urgency if the situation does not fall within the triage guidelines.
• Frequently interacts with patients and/or their caregiver(s).
• Documents in EHR all communications including date, medical complaints, actions taken on the patient's behalf, parent's acknowledgement of comprehending information, physician* recommendations, medication changes, orders or any other interventions.
• Authorize drug refills and provide prescription information to pharmacies as directed by physician*
• Complete forms for patient's school, daycare, camps, programs, etc.
• Explain treatment procedures, medications, diets and physicians'* instructions to patients/caregivers.
• Set appropriate expectations with patients and/or their caregiver and follow through on commitments.
• Maintain accurate and strict confidentiality of patient information in electronic and/or manual systems as established by the appropriate protocols, regulations, and policies.

Minimum Role Requirements

• High school diploma or GED equivalent.
• Medical Assistant Certification, Certified Nurse Assistant or Licensed Vocational Nurse license.

Minimum Knowledge, Skills and Abilities

• Knowledge of standard office equipment, such as computer, telephone, fax and copier.
• Ability to read and comprehend oral and written instructions.
• Ability to speak clearly and concisely so others will understand.
• Ability to interact courteously, & respectfully to maintain effective working relationships with other employees, physicians, patients, and the public.
• Ability to identify and prioritize urgent patient situations.
• Physical Demands and Work Environment
• Ability to stand/walk/sit for long periods of time (greater than 4 hours per day).
• Corrected vision and hearing to normal range.
• Exposure to patients' conditions and some unpleasant sights, smells and contagious diseases.
• Ability to deal calmly and effectively in high stress situations with, but not limited to children.
• Ability to work flexible schedules including evenings and Saturdays.

Pay $18-$21/hr