Essential Job Functions: Promote quality communication and customer service to all patients Manage inbound patient calls acting as primary medical triage for all incoming queries for the Gastroenterology department Answer incoming calls and review phone messages in a timely and efficient manner, monitoring patient queue, and minimizing long hold times or dropped calls Verify patient information including demographics, medications, medical history as needed • Identify, resolve, provide accurate and satisfactory answers, or escalate patient needs as appropriate Thoroughly document each call in EHR to maintain accurate and detailed documentation, ensuring communication is tracked and monitored De-escalate situations involving dissatisfied patients by offering patience, assistance, and support Respond to patient inquiries, prioritizing responses and routing urgent calls from patients in an effective manner. This position will provide a full range of telephone duties, including triaging calls and relaying messages and assisting with other clerical duties as required serving as a liaison between patients, medical staff, and providers.