Job description

Wheaton Eye Clinic is one of the largest privately-held eye clinic in the Midwest providing world-class medical and surgical care to patients in six suburban locations—Wheaton, Naperville, Hinsdale, Plainfield, Saint Charles, and Bartlett. We are looking for exceptional candidates to become part of our Ophthalmic Assistant staff in our Wheaton location

Under supervision of the Triage Manager, the Triage Medic is responsible for assessing the patient’s situation by phone to determine the level of care required. The Triage Medic will possess outstanding communication and customer service skills and the ability to handle multiple tasks within a designated time frame. The Triage Medic will act as a liaison between patients and physicians and promote the Wheaton Eye Clinic’s commitment to exceptional patient care.

Job Summary:
The Triage Medic is responsible for assessing the patient’s situation by phone to determine the level of care required. The Triage Medic will possess outstanding communication and customer service skills

and will act as a liaison between patients and physicians and promote the Wheaton Eye Clinic’s commitment to exceptional patient care.

Duties/Responsibilities:
Triage Phone Response

• Through active listening, questioning and assessment, provide instructions to the patient based on physician-approved protocols, schedule an appointment, or contact the physician for direction as

appropriate.

• Evaluate and determine if emergency care is needed in a hospital or clinic setting. Provide clear patient instructions and ensure that the appropriate standard of care for the specific situation is

communicated to the patient.

• Listen attentively, provide reassurance and ask the right questions to get the necessary information needed to make an accurate assessment. Interpret subtle indications in patient responses to assist

in gathering all necessary information.

• Accept incoming calls from emergency room physicians and staff. Record accurate and concise history of the patient’s condition and convey this information to the appropriate Wheaton Eye Clinic

physician.

• Respond to and prioritize all incoming messages to the triage and subspecialty pools. Demonstrate the ability to make quick decisions, based on critical thinking skills, guidelines, and protocols.
• Assist with managing patient medication refill requests.

Medical Record Documentation

• Maintain accurate and detailed patient records and document pertinent information.
• Document patient education provided and the patient’s response. Enter all relative information in the patient’s chart in a timely manner.

Clinical Resource for Staff

• Act as a resource person to other clinical and clerical staff.
• Assist with training Support staff to ensure patients are routed to the Triage Medic when appropriate.

General:

• Follows HIPAA guidelines for patient privacy.
• Attend regular department meetings.
• Perform other related duties as assigned under guidance of the Physician Support Manager.
• May perform Ophthalmic Technician responsibilities when needed.
• Must meet attendance requirements as outlined in the current Wheaton Eye Clinic policy.

Required Skills/Abilities:

• Ability to work independently and with minimal supervision.
• Ability to work effectively with the staff and public.
• Superior customer service skills.
• Ability to handle multiple tasks and work with shifting priorities.
• Possess a sincere interest in listening to and responding to patient concerns in a timely manner.
• Excellent computer skills; proficient in data entry, proficient with Microsoft Office suite, proficient in email communication.
• Knowledge of EMR system – Epic preferred.
• Ability to use and operate electronic office equipment including but not limited to computer, keyboard, mouse, fax machine, telephone, copier.
• Knowledge of medical terminology.

Education and Experience:

• Education: High school graduate or equivalent.
• COA or COT experience required. 1 year LPN / RN triage experience preferred.

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