Triage Patient Service Representative

Description

Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

• Serve as the first point of contact for incoming patient concerns, complaints, or questions related to ENT services, appointments, billing, referrals, or general care inquiries.
• Triage  incoming calls, voicemails, and messages to determine appropriate routing  (e.g., clinical nurse, billing office, provider, surgical coordinator).
• Provide empathetic, patient-centered communication to patients and family members, ensuring concerns are acknowledged and addressed promptly.
• Resolve non-clinical issues directly when appropriate (e.g., scheduling conflicts, insurance questions, paperwork needs).
• Escalate clinical concerns, urgent medical symptoms, or unresolved patient complaints to the appropriate clinical or leadership team member.
• Document all patient interactions accurately in the EMR (e.g., eClinicalWorks) and track follow-up requirements.
• Maintain knowledge of ENT procedures, treatments, and pre-/post-op processes to assist patients with general non-clinical questions.
• Coordinate closely with front desk, nursing, surgical scheduling, and billing teams to ensure continuity of care and service excellence.
• Monitor patient call queues to ensure all messages are responded to in a timely manner, typically within the same business day unless otherwise clinically triaged.
• Support administrative tasks as needed, such as faxing, scanning, or assisting with referral paperwork follow-up.
• Maintain strict confidentiality and adhere to HIPAA regulations at all times.
• Report trends or repeated patient concerns to management for quality improvement discussions.
• Assisting with the verification of patient demographic information and updated insurance information. 
• Prepping charts with the triage team for the following day ensuring all information is correct in patients' chart, and encounters are worked on.

Requirements

  Qualifications

• Prior experience working in a healthcare practice, preferably in an ENT,      surgical, or specialty care setting.
• Strong understanding of medical office operations and patient flow.
• Excellent customer service and interpersonal skills, particularly in handling      sensitive or frustrated patients.
• Familiarity with electronic medical records (preferably eClinicalWorks or a similar      EMR platform).
• Ability to prioritize multiple tasks and manage high-volume call situations      efficiently.
• Strong verbal and written communication skills.
• Ability to remain calm, composed, and empathetic in high-pressure situations.