Job Description

Job:

Triage Technician

EEOC:

Technician

Status:

Non-Exempt

Department:

Clinical

Position Overview. The Ophthalmic Phone Triage Technician is responsible for managing incoming patient calls related to ophthalmic concerns, gathering clinical information over the phone, determining the urgency of the patient's symptoms, and directing patients to the appropriate care pathway. This role serves as a key point of contact between patients and the clinical team, ensuring timely and accurate triage of ocular complaints.

Responsibilities:

• Answer high-volume incoming calls from patients regarding eye health concerns, appointment requests, medication questions, and post-operative symptoms.
• Perform telephone triage using established ophthalmic protocols and clinical judgment to assess the urgency of patient needs.
• Document all patient interactions, symptoms, and triage decisions accurately in the electronic health record (EHR).
• Collaborate with ophthalmologists, optometrists, and technicians to relay urgent messages and ensure proper follow-up.
• Educate patients on appropriate home care, symptom monitoring, and when to seek emergency treatment.
• Schedule appointments based on triage findings and physician availability.
• Route non-clinical calls (e.g., billing or insurance inquiries) to the appropriate department.
• Maintain up-to-date knowledge of ophthalmic conditions, post-op instructions, and clinic protocols.
• Answering calls from medical offices regarding referral protocols, referral status, and assisting with STAT referrals.

Qualifications:

• High school diploma or equivalent.
• Minimum of 1 year experience in an ophthalmic or medical office setting.
• Working knowledge of eye anatomy, common ophthalmic conditions, and terminology.
• Excellent communication and customer service skills.
• Ability to remain calm under pressure and handle urgent or distressed patient calls.

Preferred:

• Previous experience in medical triage or phone-based clinical support.