Triage Call Center Technician
Panorama
full-time
Posted on:
Location Type: Remote
Location: United States
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Salary
💰 $24 - $28 per hour
About the role
- 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.
Requirements
- Minimum 2 years of experience as an ophthalmic technician, optometric technician, or similar clinical support role.
- Demonstrated knowledge of ophthalmic and optometric conditions and treatments.
- Proven experience with clinical triage, patient assessment, or emergency eye care preferred.
- Strong verbal communication and interpersonal skills.
- Proficient in EHR documentation (experience with NextGen or similar platforms preferred).
- Ability to handle high call volumes with professionalism, empathy, and clinical accuracy.
- COA, COT, or other ophthalmic technician certifications, preferred.
- Bilingual in Spanish, preferred.
- Experience working in a multi-specialty ophthalmology practice, preferred.
- Familiarity with call center workflows and metrics, preferred.
Benefits
- PTO Accruals Start at 3 Weeks
- Comprehensive Medical and Dental Insurance
- Company Paid Optical Allowance
- Company Paid Routine Eye Care
- Short Term and Long-Term Disability Insurances
- Educational Allowance
- Generous Paid Holiday Program
- 401K With Company Match
Applicant Tracking System Keywords
Tip: use these terms in your resume and cover letter to boost ATS matches.
Hard Skills & Tools
clinical triagepatient assessmentophthalmic conditionsoptometric conditionsEHR documentationemergency eye carepatient educationclinical judgmentscheduling patientsnavigating patient scenarios
Soft Skills
verbal communicationinterpersonal skillsprofessionalismempathyclinical accuracy
Certifications
COACOT