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.
Qualifications
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)