Phone Triage Staff

Job Summary The Phone Triage Staff position provides clinical assessment and guidance to patients via telephone and electronic messaging. This role serves as a critical link between patients and providers by evaluating symptoms, prioritizing care, offering education, and coordinating timely follow-up while ensuring patient safety, satisfaction, and continuity of care. Duties and Responsibilities Clinical Triage Duties Answer patient questions by phone with discretion and care Assess patient concerns related to dermatologic conditions, post-procedure issues, medication reactions, and acute skin symptoms via phone and electronic portals Prioritize patient needs using established triage protocols and clinical judgment Identify urgent or emergent conditions and escalate appropriately to providers or emergency services Document all triage interactions accurately in the electronic medical record (EMR) Patient Care & Experience Provide evidence-based education on dermatologic conditions, medications, wound care, and post-procedure expectations Reinforce provider instructions and aftercare guidelines Coordinate appointments, referrals, and follow-up care as indicated Act as a liaison on behalf of patients between the practice and other providers, pharmacies, laboratories, and insurance companies Communicate clearly with providers regarding patient status and recommendations • Communicate pathology results and any required follow-up to patients Perform nursing procedures, such as wound care, blood draws, suture removal, and dressing changes, under the direction of provider supervision Provide excellent customer service and maintain a professional, welcoming environment Support patient flow to ensure efficient clinic operations Ensure a clean, safe, and welcoming clinical environment Medication & Treatment Support Review medication-related questions, side effects, and adherence concerns Process prescription refills and prior authorizations per clinic protocols Provide guidance on topical and systemic therapies within scope of practice Assist with cosmetic treatments such as injectables, laser procedures, chemical peels, and energy-based devices Administrative Duties Manage call volumes while maintaining professionalism and empathy Respond to patient messages through phone, voicemail, and patient portals in a timely manner Document accurately in the electronic medical record (EMR) Collaborate with front desk staff, clinic staff, and providers to ensure efficient patient flow Ensure compliance with HIPAA, OSHA, and safety protocols Other duties and tasks assigned by management. Skills and Abilities Demonstrates a compassionate, patient-centered approach to care Exhibits strong verbal communication and active listening abilities Demonstrates receptiveness to feedback and applies guidance to enhance clinical performance Knowledge of dermatological conditions, medications, procedures, and treatments preferred Maintains reliable attendance and punctuality in accordance with clinic scheduling requirements Demonstrates initiative in supporting patient care and clinical operations Utilizes problem-solving and decision-making skills consistent with scope of practice Maintains productivity while meeting quality and safety standards Adheres to ethical, legal, and professional standards, including patient confidentiality Communicates effectively to manage and resolve conflict in a professional manner Demonstrates the ability to multitask and prioritize in a busy clinical environment Exhibits attention to detail and strong organizational skills Education and Experience Requires a high school diploma or equivalent Requires a degree, license, or certification as a Registered Nurse (RN), Licensed Practical Nurse (LPN), Medical Assistant (MA), or Certified Dermatology Technician (CDT) Requires 3-5 years of clinical nursing experience Clinical experience in medical and/or cosmetic dermatology preferred Experience with EMR systems required Strong telephone triage and assessment skills required Physical Requirements Prolonged periods of sitting and phone/computer use Manual dexterity for computer and other office equipment operations Occasional stooping and reaching Frequent patient interaction via phone and electronic communication Requires occasional handling of average weight objects up to 20 pounds

Pay:

$18.00 - $25.00 per hour

Benefits:

401(k) 401(k) matching Dental insurance Employee assistance program Employee discount Health insurance Health savings account Life insurance Paid time off Vision insurance

Experience:

clinical nursing: 3 years (Required)

Dermatology:

1 year (Preferred)

License/Certification:

CCMA or MA Certification (Preferred) Dermatology Tech Certification (Preferred) LPN license (Preferred) RN license (Preferred) Ability to

Commute:

Franklin, TN 37067 (Required)

Work Location:

In person