Telephone Triage

The Telephone Triage Nurse/Medical Assistant assesses patient concerns by phone, provides appropriate clinical guidance, determines the urgency of the patient's needs, and coordinates care with our providers.

• Provide telephone triage for adult and pediatric ENT patients.
• Assess patient symptoms and determine the appropriate level and timing of care.
• Identify urgent and emergent symptoms requiring immediate attention or escalation.
• Provide patients with appropriate home-care instructions and education within established clinical protocols.
• Determine when patients need to be scheduled with a physician, APP, urgent care, or emergency department.
• Communicate patient concerns and clinical information clearly and accurately to providers.
• Respond to patient messages and telephone encounters promptly.
• Follow established clinical protocols, provider instructions, and office policies.
• Document all patient interactions, assessments, recommendations, and follow-up appropriately in the electronic medical record.

• Obtain prior authorizations for medications and diagnostic imaging

• Provide excellent customer service while maintaining professionalism and compassion during difficult or stressful patient interactions.
• Recognize situations requiring provider consultation and appropriately elevate concerns.

• Current Colorado LPN license or Medical Assistant Certification
• Strong clinical assessment and critical-thinking skills.

• Minimum of 2 years of clinical experience;
  ENT, ambulatory care, telephone triage, or physician-office experience preferred
  .

• Excellent verbal and written communication skills.
• Ability to remain calm, professional, and compassionate with patients.
• Strong attention to detail and accurate documentation skills.
• Ability to work independently while knowing when to seek assistance or elevate a concern.
• Comfortable working in an electronic medical record and managing multiple patient needs throughout the day.
• Ability to follow established protocols while using sound clinical judgment.

• Medical, Dental, and Life Insurance
• 401K & Profit Sharing Plan
• Paid Holidays, and a Paid Time Off (PTO) Plan
• Hours:
  
  full-time and in person