Phone Triage LPN or MA

About Us

We are a fast-paced and patient-focused Pediatrics practice based in Alpharetta and Dunwoody. We are looking for a dedicated and compassionate triage professional for our Alpharetta office to serve as the vital link between our patients and our medical providers.

Position Overview

The Telephone Triage nurse is responsible for handling, assessing, and prioritizing incoming patient phone calls, portal messages, and clinical inquiries. You will use established medical protocols (Barton-Schmidt) to determine the urgency of patient needs, relay provider instructions, document care in our EHR system, and coordinate prescriptions. Also provides backup in assisting physicians with clinical care.

Key Responsibilities

• Call Management: Triage and prioritize incoming calls from patients based on urgency and symptom severity.
• Symptom Assessment: Utilize standardized protocols and clinical judgment to assess caller needs and direct them to appropriate levels of care (same-day appointments, ER visits, or advice).
• Clinical Documentation: Accurately document all patient-related calls and interactions in the Electronic Health Record (EHR) system.
• Patient Education: Instruct patients and families regarding medication usage, pre-test instructions, and at-home care treatments as directed by the provider.
• Medication & Results: Process prescription refills, prior authorizations, and clearly communicate lab/test results to patients under physician supervision.

Qualifications & Requirements

• Education/Certification: Active and unrestricted RN / LPN license in the State of Georgia or Certified Medical Assistant (CMA / RMA) with triage and pediatrics experience.
• Experience: Minimum of [1-3] years of clinical experience, preferably in a physician’s office or telephone triage setting.
• Technology: Proficiency with EHR systems
• Soft Skills: Outstanding telephone etiquette, critical thinking skills, and the ability to remain calm and empathetic in high-pressure situations.
• Knowledge: Understanding of pediatrics and HIPAA regulations.