Triage Call Center Technician

Panorama

Triage Call Center Technician providing clinical support for patient calls at Panorama Eyecare. Handling ophthalmic and optometric concerns with outstanding customer service and clinical knowledge.

Posted 4/14/2026full-timeRemote • 🇺🇸 United StatesJuniorMid-Level💰 $24 - $28 per hourWebsite

About the role

Key responsibilities & impact

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

What you’ll need

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

Comp & perks

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

ATS Keywords

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Applicant Tracking System Keywords

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Hard Skills & Tools

clinical triagepatient assessmentophthalmic conditionsoptometric conditionsEHR documentationemergency eye carepatient educationclinical judgmentscheduling patientsnavigating patient scenarios

Soft Skills

verbal communicationinterpersonal skillsprofessionalismempathyclinical accuracy

Certifications

COACOT