After-Hours Pediatric Clinical Triage Phone Representative | Permanent WFH

We are seeking an experienced and compassionate After-Hours Pediatric Clinical Triage Phone Representative to support a busy pediatric practice by handling patient and caregiver calls outside of regular office hours.

In this role, you will serve as a trusted first point of contact for parents and caregivers seeking assistance with pediatric health concerns. You will gather relevant patient information, assess the reason for the call using established protocols, document encounters accurately, provide appropriate guidance within approved guidelines, and escalate concerns to the appropriate clinical provider when needed.

This position is ideal for someone with prior clinical or healthcare experience who is comfortable communicating with parents and caregivers, handling sensitive health-related conversations, and remaining calm when dealing with urgent concerns.

Key Responsibilities

• Answer and manage incoming after-hours pediatric patient calls in a professional, calm, and empathetic manner.
• Gather and verify relevant patient information, including symptoms, medical history, medications, and reason for the call.
• Follow established clinical triage protocols, practice guidelines, and escalation procedures.
• Identify urgent or potentially emergent concerns and promptly escalate them to the appropriate on-call physician or clinical team.
• Provide appropriate information and direction to parents and caregivers within established protocols and scope of the role.
• Determine when callers should be directed to the emergency department, urgent care, pediatrician, or other appropriate level of care, based on established guidelines.
• Recognize situations that require immediate clinical attention and follow emergency escalation procedures.
• Accurately document all calls, patient information, symptoms, recommendations, and escalations in the appropriate system.
• Communicate clearly and compassionately with parents and caregivers who may be anxious, concerned, or distressed.
• Maintain patient confidentiality and comply with HIPAA and applicable healthcare privacy requirements.
• Coordinate with on-call providers and clinical staff to ensure timely follow-up when necessary.
• Provide appropriate callbacks or follow-up communication based on established practice procedures.
• Maintain a professional and patient-centered approach during high-volume periods.
• Ensure all calls are handled according to the pediatric practice's policies, workflows, and clinical protocols.
  
  

Qualifications

• Previous clinical, medical, healthcare, or patient-facing healthcare experience required.
• Experience in pediatric healthcare, medical triage, physician offices, call centers, urgent care, or similar settings is highly preferred.
• Active nursing license is not required.
• Strong understanding of basic medical terminology and common pediatric health concerns.
• Excellent verbal communication and active listening skills.
• Comfortable speaking with parents and caregivers about sensitive or potentially urgent health concerns.
• Strong attention to detail and accurate documentation skills.
• Ability to remain calm, professional, and empathetic during stressful conversations.
• Strong judgment and ability to recognize when a concern should be escalated according to established protocols.
• Comfortable working independently during after-hours operations.
• Proficiency with electronic medical records (EMR/EHR) and healthcare communication systems is preferred.
• Strong computer skills and the ability to navigate multiple systems while speaking with callers.
• Ability to work after-hours, evenings, overnight, weekends, holidays, or other non-business-hour schedules as required.
  
  

Perks

• Permanent Work From Home
• Leave Credits
• Monetary Allowance
• Annual Bonus
• Weekly Paychecks
• Fixed Weekends Off
• Thriving Company Culture with Complete Autonomy
• Exclusive Specialized Training Programs
• Unlock Your Potential with a Highly Competitive Salary
  
  

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