Position Summary:
The AMG Internal Medicine Triage Phone Operator position is a remote position. The operator’s purpose is to triage incoming phone calls based on the need or request of the patient/caller and ensure accurate information is collected and conveyed to the correct provider or colleague.
Department Summary:
Aultman Medical Group Internal Medicine is an Internal Medicine practice with at least fifteen providers and multiple supporting colleagues located in North Canton, Ohio.
Qualifications:
Skills:
Responsibilities & Expectations:
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Greet all calls in a prompt, courteous, and helpful manner.
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Schedule, adjust, or cancel appointments as requested while following scheduling guidelines.
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Obtain required information from patients to relay messages to staff/providers effectively.
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Maintain confidentiality, HIPAA and compliance regulations and requirements.
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Ensure that messages are marked with the applicable priority level.
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Transfer calls to appropriate parties, as needed.
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Recite messages, provider advisements, and plan of care to patients, medical providers, or pharmacies.
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Send medication refill requests (medication, quantity, strength, quantity, and pharmacy) via message to support staff for proposal.
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Address patient complaints and involve supervisor/manager when assistance is needed to resolve the matter.
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Assist clinical staff with return calls and follow-ups.
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Assist clinical staff with working on the bump list during downtime. Communicate assistance with appropriate personnel to prevent duplication.
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Review chart information to assist patients with questions or requests.
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Attend meetings as required.
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Adapts to role changes in a positive manner.
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Understanding of approved commonly used medical abbreviations.
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Ability to work in a fast-paced environment without sacrificing accuracy.
All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, age, national origin, disability, gender identity, sexual orientation or protected veteran status. 
Working Conditions:
Hazardous Exposure Category: Select Category I, II or III and delete the other categories.
Category III- Includes tasks that involve no exposure to blood, body fluids, or tissues and Category I tasks are not a condition of employment. The normal work routine involves no exposure to blood; body fluids or tissues (although situations can be imagined or hypothesized under which anyone anywhere might encounter potential exposure to body fluids.) Persons who perform these duties are not called upon as part of their employment to perform or assist in emergency care or first aid or to be potentially exposed in some other way.
Physical Addendum: Please place one “X” in the appropriate box for the requirement.
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PHYSICAL DEMANDS
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Never
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Occasional
10-33%
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Frequent
34-65%
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Continuous
66% of the day
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Remarks
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Lifting 0-10 lbs
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 X
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Lifting 10-20 lbs
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 X
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Lifting 20-35 lbs
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 X
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Lifting 35-50 lbs
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 X
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Lifting 50-75 lbs
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 X
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Lifting 75-100 lbs
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 X
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Lifting over 100 lbs
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 X
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Forward
Reaching
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X 
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Overhead
Reaching
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 X
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Standing
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 X
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Walking
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 X
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Sitting
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X 
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Climbing
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X 
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Stairs/Ladder
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X 
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Bending
Stooping
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X 
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Pushing
Pulling 0-10 lbs
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X 
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Pushing
Pulling 10-20 lbs
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X 
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Pushing
Pulling 20-35 lbs
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X 
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Pushing
Pulling 35-50 lbs
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X 
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Pushing
Pulling 50-100 lbs
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X 
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Pushing
Pulling over 100 lbs
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X 
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Grasping/repetitive
sustained
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X 
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Fine motor
coordination
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 X
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Vision: Near/Far
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X 
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Hearing: ordinary
conversation/other
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 X
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