Phone Triage, Medical Assistant

Job Description

Job Description

Position Summary :

The Phone Triage Medical Assistant (MA) serves as a first point of clinical contact for patients calling into the ENT practice. This role involves assessing symptoms over the phone, providing guidance based on clinical protocols, escalating concerns to providers as needed, and coordinating timely access to care. The MA supports the clinical team by ensuring patients receive appropriate triage, education, and follow-up in a professional, compassionate manner.

Key Responsibilities :

Telephone Triage & Patient Communication

Answer incoming patient calls related to clinical concerns, symptoms, medication questions, and test results.

Use established triage protocols and clinical judgment to assess and prioritize the urgency of symptoms related to ENT conditions (e.g., ear pain, sore throat, sinus pressure, dizziness).

Escalate urgent or complex clinical calls to the appropriate nurse or provider promptly.

Provide patients with basic education and instructions based on provider guidance and practice protocols.

Care Coordination & Scheduling

Coordinate patient appointments based on triage outcomes, ensuring appropriate provider, time frame, and level of care.

Communicate lab or imaging results to patients per provider instructions.

Assist in prescription refill requests, prior authorizations, and pharmacy coordination as directed.

Documentation & EMR Use

Document all patient interactions, symptoms discussed, advice given, and actions taken clearly and accurately in the Electronic Medical Record (EMR).

Update patient records with relevant clinical data (e.g., medication lists, allergies, medical history updates).

Clinical & Administrative Support

Assist with clinical tasks when needed, such as pre-visit planning, messaging providers, and prepping charts.

Collaborate with front desk staff, nurses, and providers to ensure seamless patient communication and care delivery.

Qualifications :

Education : High school diploma or equivalent required. Completion of an accredited Medical Assistant program.

Experience : Minimum 1–2 years of experience in a medical office setting; ENT, urgent care, or primary care experience preferred.

Skills : Strong phone etiquette, clinical knowledge of ENT conditions, and ability to work in a fast-paced environment.

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