Triage and Tasking Specialist at Northwest Eye Surgeons

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Job Type

Full-time

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.
  
  

Salary Description

$20 - $30