USRN Triage Support
Purpose
The USRN Triage Support role provides frontline clinical triage assistance to existing patients through structured workflows involving the review of clinical tickets, medication refill requests, safety assessments, appointment coordination, and crisis escalation. The role supports medication management, side-effect evaluations, follow-up scheduling, and patient care coordination while ensuring compliance with established clinical protocols.
This position is composed of approximately 85% web-based interactions and 15% telephonic patient engagement.
Key Responsibilities
1. Clinical Triage Management
- Review and triage patient encounters submitted through Talkiatry, referred to as Tickets or Triage Job Bins (TJBs), according to established urgency and risk-based protocols.
- Assess and prioritize routine, urgent, and high-risk patient concerns using eClinicalWorks (eCW).
- Apply clinical decision trees and standardized workflows for:
- Medication refill requests
- Side-effect assessments
- Crisis language identification
- Clinical decompensation concerns
- Medication renewal requests
- Route cases to the appropriate provider queues and document all actions taken.
2. Medication Refill Support and PDMP Review
- Process medication refill requests in accordance with clinical guidelines and provider instructions.
- Conduct Prescription Drug Monitoring Program (PDMP) checks prior to refill authorization.
- Identify, evaluate, and document red flags, including:
- Multiple providers prescribing controlled medications
- Early refill requests
- Potential medication misuse or diversion
- Escalate concerns requiring provider review or intervention.
3. Patient Communication and Phone Triage
- Manage both web-based and voice-based patient interactions using Genesys.
- Receive inbound calls and conduct outbound follow-up calls as required.
- Perform patient identity verification in accordance with organizational policies.
- Utilize approved scripts and communication guidelines when addressing:
- Medication refill inquiries
- Side-effect concerns
- Appointment-related requests
- General patient questions
- Contact patients for clarification, scheduling needs, or medication-related follow-up.
- Identify crisis indicators and urgent symptoms, escalating cases immediately according to established protocols.
4. Appointment Coordination
- Assess eligibility and appropriateness for follow-up appointments.
- Schedule, reschedule, and manage appointments using internal scheduling platforms.
- Coordinate virtual consultations and provider coverage appointments with covering clinicians.
- Follow established workflows for patient refusals, cancellations, and no-shows.
- Ensure compliance with telehealth regulations and state-specific restrictions related to controlled substances.
- Maintain follow-up cadence for urgent and high-priority patient cases.
5. Productivity and Documentation
- Complete a minimum of 55 triage tickets per workday while maintaining quality and compliance standards.
- Document all assessments, interventions, communications, and escalations accurately within client systems.
- Ensure timely completion and resolution of assigned TJBs in accordance with service level expectations.
6. Crisis Escalation and Risk Management
- Recognize and appropriately respond to crisis language, suicidal ideation, safety concerns, and other high-risk situations.
- Escalate urgent cases to designated clinical providers and leadership teams according to protocol.
- Maintain thorough documentation of all actions, communications, and escalation activities.
Performance Expectations
- Meet or exceed the daily productivity target of 55 completed tickets.
- Consistently follow clinical triage workflows, documentation standards, and escalation protocols.
- Demonstrate effective communication, critical thinking, and patient-focused service.
- Maintain compliance with HIPAA requirements, organizational policies, and applicable healthcare regulations.
Systems and Tools
- eClinicalWorks (eCW) – Clinical documentation and triage management
- Genesys – Patient communication and call management
- PDMP – Prescription Drug Monitoring Program review
- Internal scheduling and appointment management platforms
Required Competencies
- Clinical assessment and triage skills
- Medication management knowledge
- Critical thinking and decision-making
- Crisis identification and escalation
- Patient communication and customer service
- Time management and productivity
- Documentation accuracy and attention to detail
- Ability to work in a fast-paced, highly structured environment
