Mary's Center is committed to promoting diversity, equity and inclusion (DEI) within our organization and the communities we serve. We embrace diversity of experiences, ideas, and individuals, and seek to bring a diverse group of candidates to the table.

Important Note: Mary's Center is mandating the COVID-19 vaccine + booster for all staff.

Position Summary

The Bilingual Telephonic Triage Assistant's role is to assist in the management of Mary's Center triage phone line to greater enhance the customer experience of patients and healthcare professionals.

Reportability

This position will report directly to the Telephone Triage Nurse Supervisor

Essential Duties and Responsibilities

To perform this job successfully, an individual must be able to perform each essential duty satisfactorily.

* Assists telephonic triage nurses to provide support to participants and healthcare providers through inbound and outbound calls.
* Assists callers in identifying needs and then routing calls to the appropriate member of the care team.
* Schedules appointments using appropriate scheduling guidelines.
* Checks triage line voicemail messages and collaborates with triage nurses to return calls within established timeframes.
* Reviews afterhours nurse advice line reports, notifies the appropriate care team member and/or contacts participants directly regarding afterhours concerns.
* Collaborates with nurses, providers, and pharmacy staff to ensure participant medication requests and prior authorizations are processed in a timely manner.
* Collaborates with referral specialists to ensure that authorization needs are met for participants seeking specialty care.
* Provides a safe, comfortable, and therapeutic patient environment.
* Documents telephonic participant encounters in the Electronic Medical Record (EMR).
* Complies with operational procedures & requirements (such as HIPAA guidelines, and agency mandates).
* Performs other duties determined as necessary by the Director of Nursing Services or Vice President of Nursing.

Qualifications

The requirements listed below are representative of the knowledge, skills, and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

Knowledge, Skills & Abilities -
* Minimum of High School Diploma or GED Equivalent.
* Prefer, but not required one (1) year of experience in direct patient care and/or medical assistant certificate.
* Experience working in community health care setting preferable.
* A thorough understanding and working knowledge of patient confidentiality issues and HIPAA compliance/regulations is essential.

Language Requirement - Must have the ability to communicate effectively in English and Spanish as used by participants.

Physical Demands - Regularly required to sit; frequently required to reach with hands and arms, walk, stoop, kneel, crouch, talk or hear; must be able to lift objects up to twenty-five (25) pounds.

Work Environment - Mostly in a typical office or clinic setting with quiet to moderate noise level. May be exposed to extreme cold, heat, and humidity due to outside weather conditions. Opportunity to work a hybrid schedule - remotely & onsite, as needed.

The Benefits:

• Health Insurance: medical, dental & vision - plus retirement options through 403(b) contribution and investment opportunities
• 25 days of paid leave annually (in addition to paid holidays), plus 5 educational days
• Tuition reimbursement of $2000/year towards education assistance and professional development
• Transportation subsidy via metro & bus
• Employee Assistance Program (EAP)