Panorama

Call Center Representative

• Triage patient concerns over the phone using clinical judgment and standardized protocols for a variety of eye conditions (e.g., vision loss, pain, flashes/floaters, postoperative complications, etc.).
• Determine urgency of care needs, schedule patients accordingly, escalating acute or emergent cases to appropriate providers or clinical staff.
• Assist with basic concerns or questions patients have on their visit and triage to the right PSC for support.
• Document all patient interactions and triage outcomes accurately in the EHR.
• Provide basic patient education related to symptoms, home care instructions, and next steps based on triage outcome.
• Collaborate with physicians, optometrists, and care teams to ensure continuity of care and effective resolution of patient needs.
• Support call center staff by providing clinical insight and assistance in navigating patient scenarios that go beyond administrative scope.
• Participate in ongoing training and competency assessments to maintain up-to-date knowledge of ophthalmology and optometry practices.
• Maintain compliance with HIPAA, organizational standards, and triage protocols.
• Other duties as assigned.

Triage Call Center Technician