Triage Department Phone Representative

Description

Rockford Gastroenterology Associates is a premier gastroenterology practice serving the communities of Northern Illinois and Southern Wisconsin. 

The Triage Department Phone Representative serves as the first point of contact for patients, providers, pharmacies, and healthcare facilities contacting RGA. This position is responsible for answering incoming telephone calls, obtaining and documenting patient information, responding to routine inquiries, and routing clinical concerns to the appropriate triage nurse, provider, or department. The Triage Department Phone Representative provides exceptional customer service while supporting efficient patient care, maintaining accurate documentation, and ensuring compliance with HIPAA and organizational policies. 

Compensation

Starting pay typically falls between $17.75 and $22.00 per hour, depending on experience, certifications, and qualifications. The full pay range for this position is $17.75 - $24.59 per hour, providing opportunities for growth and advancement based on performance, tenure, and demonstrated proficiency in the role.

Essential Duties and Responsibilities

• Answer and manage a high volume of incoming telephone calls in a professional, courteous, and timely manner.
• Obtain and accurately document patient demographics, insurance information, symptoms, referral information, and other pertinent details within the electronic medical record (EMR).
• Route patient calls, messages, prescription requests, referrals, and clinical concerns to the appropriate triage nurse, provider, or department using established protocols.
• Assist patients with scheduling, rescheduling, or canceling laboratory appointments and transfer calls to the appropriate scheduling department when necessary.
• Provide general information regarding gastroenterology services, procedure preparation instructions, office locations, and departmental processes.
• Prioritize urgent patient concerns and immediately escalate time-sensitive or emergent situations to clinical staff.
• Maintain accurate and complete records of all patient telephone encounters and related communications.
• Communicate effectively with patients, family members, referring providers, pharmacies, medical staff, and other healthcare professionals.
• Process electronic messages, referrals, work queues, and other assigned administrative tasks in support of departmental operations.
• Assist with voicemail management, referral processing, and other department support functions as assigned.
• Maintain compliance with HIPAA, patient privacy requirements, and organizational confidentiality standards.
• Participate in departmental meetings, training activities, and process improvement initiatives.
• Perform other duties as assigned.

This job description is intended to describe the general nature and level of work performed by individuals assigned to this position. It is not intended to be an exhaustive list of all duties, responsibilities, and qualifications. Duties and responsibilities may be modified at any time to meet the needs of the organization.

Benefits Information

Rockford Gastroenterology Associates offers a competitive benefits package to eligible employees, which includes:

• Medical, dental, and vision insurance
• Health Savings Account (HSA) and Flexible Spending Accounts (FSA)
• Company-paid life insurance, with additional voluntary life available
• Company-paid premiums for Short-term and long-term disability insurance
• Voluntary supplemental insurance options
• Employee Assistance Program (EAP)
• 120 hours of Annual Leave for hires during years 1-2 and 8 paid holidays
• 401(k) and Profit Sharing Plan
• Professional development and continuing education opportunities, including a tuition reimbursement benefit

Benefits are subject to plan terms, eligibility requirements, and waiting periods. Eligibility generally begins on the first of the month following 60 days of employment for employees regularly scheduled to work 30 or more hours per week.

Requirements

Qualifications

• Education: High School diploma or GED required. 
• Completion of a Certified Nursing Assistant (CNA), Certified Medical Assistant (CMA), Medical Assistant (MA), medical office, healthcare administration, or related healthcare training program strongly preferred.

Preferred Work Experience:

• Previous experience in a medical office, healthcare call center, patient scheduling, or related healthcare environment.
• Experience using electronic medical record (EMR) systems.
• Knowledge of gastroenterology terminology, procedures, and services.

Knowledge, Skills, and Abilities

• Excellent verbal and written communication skills.
• Strong customer service and patient relations skills.
• Ability to effectively communicate with patients who may be experiencing pain, illness, or emotional distress.
• Strong attention to detail and accuracy in documentation.
• Ability to maintain confidentiality and comply with HIPAA requirements.
• Strong organizational, problem-solving, and time-management skills.
• Ability to prioritize multiple tasks and work efficiently in a fast-paced environment.
• Proficiency with EMR systems, Microsoft Office applications, and other healthcare technology platforms.
• Ability to work independently while collaborating effectively with clinical and administrative team members.
• Ability to exercise sound judgment when recognizing and escalating urgent patient concerns.

Physical Requirements

• Prolonged periods of sitting and working at a computer workstation.
• Frequent use of telephones, headsets, and computer systems throughout the workday.
• Ability to communicate clearly and effectively in person and by telephone.
• Ability to occasionally lift and move up to 20 pounds.

Work Environment

• Medical office and healthcare environment.
• Frequent interaction with patients, providers, nurses, pharmacies, referral sources, and other healthcare professionals.
• Fast-paced environment requiring continuous telephone communication, multitasking, and attention to detail.
• Exposure to confidential patient information requiring strict adherence to privacy and security standards.