Clinical Triage Coordinator (32471)

Clinical Communication - Delegated and Supervised

• Answer and triage incoming calls using Keona Health and EMR in accordance with approved protocols
• Communicate provider-reviewed test results to patients as directed without interpretation
• Relay provider-approved prescription refills to pharmacies per documented instructions
• Document all patient communication accurately and completely in the EMR and triage system
• Coordinate follow-up on labs, imaging, procedures, or referrals based on provider orders

Data Collection and Charting:

• Collect and update medical history, allergies, medications, and urologic symptoms via phone

Job Title: Clinical Triage Coordinator

Reporting to: Triage and Scheduling Manager

Department: Scheduling

Job Type: Full Time - Nonexempt

Location:

• Document patient history and responses without interpretation or diagnosis
• Prepare and maintain accurate EMR documentation prior to upcoming visits or consults.

Administrative and Operational Support:

• Schedule appointments, tests, and procedures per provider instructions
• Request and organize outside medical records, imaging, or prior authorizations
• Support cross-functional communication with site clinics, billing, and clinical staff

Patient Education:

• Provide standardized patient instructions (pre-procedure prep, catheter care guidance)
• Reinforce previously given provider instructions without creating or altering instructions independently
• Clarify what to expect during upcoming appointments or procedures

Triage QA and Escalation:

• Identify recurring call or symptom patterns and escalate to clinical leadership
• Immediately escalate urgent symptoms per triage protocol (fever, catheter issues, retention)
• Participate in peer review, audit feedback, and protocol improvement sessions

Compliance and Professional Standards:

• Maintain strict adherence to HIPAA and all applicable clinical privacy regulations
• Keep certification and BLS and CMA current as a condition of employment
• Participate in regular in-service education and policy updates
• Maintain a professional, supportive, and team-oriented work environment

Knowledge, Skills, and Abilities

• Knowledge of urologic terminology and outpatient care practices
• Familiarity with call handling, care coordination, and triage protocols
• Strong written and verbal communication skills
• Ability to remain composed in high-volume or emotionally charged interactions
• Time management and multitasking in a remote or multi-clinic setting

Physical Demands and Work Environment:

The physical and environmental conditions described here represent those commonly encountered while performing the essential functions of this job. Reasonable accommodation may be made to enable individuals with disabilities to perform these functions.

• Physical Demands: Regularly required to sit, type, talk, and hear. Occasional walking, reaching, and lifting or moving objects up to 20 pounds. Vision requirements include close vision, distance vision, peripheral vision, and the ability to adjust focus.
• Work Environment: Primarily a clinic office setting with moderate noise. Frequent interaction with staff and patients. Minimal exposure to communicable diseases. May experience periods of stress when dealing with time-sensitive tasks or sensitive situations.

Required

• High school diploma or equivalent
• Certification required as a Medical Assistant (AAMA, AMT, NCCT, or NHA), or licensure as a Vocational Nurse (LVN) or Registered Nurse (RN).
• Current BLS certification
• Minimum of 2 years' experience in an ambulatory clinical care, call center, or specialty practice setting
• Strong knowledge of medical terminology, clinical protocols, and urologic conditions
• Excellent documentation, communication, and follow-through skills

Preferred

• Experience using Keona Health and EHR systems
• Previous triage or care coordination experience
• Familiarity with HIPAA-compliant remote work standards (if remote)