Triage Call Center Technician - Remote

Overview

The Triage Call Center Technician serves as a critical front-line clinical resource within Panorama Eyecare’s centralized call center, responsible for fielding patient calls related to ophthalmic and optometric concerns, performing clinical triage, and ensuring timely patient care.

In Short

• Triage patient concerns over the phone using clinical judgment and standardized protocols.
• Determine urgency of care needs and schedule patients accordingly.
• Assist with basic patient concerns and questions.
• Document patient interactions in the EHR.
• Provide basic patient education related to symptoms and care instructions.
• Collaborate with physicians and care teams for continuity of care.
• Support call center staff with clinical insights.
• Participate in ongoing training and competency assessments.
• Maintain compliance with HIPAA and organizational standards.
• Other duties as assigned.

Requirements

• Minimum 2 years of experience in a clinical support role.
• Knowledge of ophthalmic and optometric conditions.
• Experience with clinical triage and patient assessment preferred.
• Strong verbal communication and interpersonal skills.
• Proficient in EHR documentation.
• Ability to handle high call volumes professionally.
• Ophthalmic technician certifications preferred.
• Bilingual in Spanish preferred.
• Experience in a multi-specialty ophthalmology practice preferred.
• Familiarity with call center workflows 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.