Phone Triage

• →Answer incoming patient calls and use standardized intake scripts/protocols to categorize the nature and urgency of each call

• →Route calls to the correct destination: clinical team (nurse/PA/NP), scheduling, billing, referral coordination, or physician on-call, per protocol

• →Recognize protocol-defined “red flag” keywords or symptoms that require immediate escalation to clinical staff, and escalate without delay

• →Accurately log call details, caller information, and disposition in the EHR/practice management system

• →Coordinate same-day or urgent scheduling requests with front desk and clinical teams across all three locations

• →Relay messages between patients and clinical/administrative staff promptly and accurately

• →Follow up on outstanding callbacks to ensure timely resolution

• →Maintain patient confidentiality and HIPAA compliance on all calls

• →Identify recurring call patterns or bottlenecks and report to office leadership

Qualifications

• →High school diploma or equivalent required; some college or medical office coursework a plus

• →1–2 years experience in a medical office, call center, or patient-facing administrative role

• →Familiarity with medical terminology preferred (spine/neurosurgery exposure a plus, not required)

• →Experience with EHR/practice management systems

• →Strong communication, organization, and multitasking skills

• →Calm, clear phone presence; comfortable following structured protocols under pressure

• →No clinical license required; this position does not perform clinical triage or give medical advice