Axion Spine & Neurosurgery is at the forefront of spinal health, offering state-of-the-art care in Atlanta. Our elite team is committed to excellence in spine care, pioneering innovative treatments that set us apart in the healthcare industry.
We are looking for a hard-working, personable Phone Triage Coordinator. The Phone Triage Coordinator isthe first point of contact for patients calling with questions, concerns, or requests outside of routine scheduling. This role uses established, physician-approved decision protocols to sort and route calls to the appropriate destination — clinical staff, scheduling, billing, or urgent escalation — ensuring patients reach the right person quickly and nothing falls through the cracks. This is not a clinical assessment role; the coordinator does not diagnose or give medical advice, but follows scripted protocols to flag urgency and route accordingly.
This is a part-time role. The required days and hours are:
Monday 9a-5p
Tuesday 9a - 5p
Friday 8:30a - 4:30p
Key Responsibilities
- Answer incoming patient calls and use standardized intake scripts/protocols to categorize the nature and urgency of each call
- Route calls to the correct destination: clinical team (nurse/PA/NP), scheduling, billing, referral coordination, or physician on-call, per protocol
- Recognize protocol-defined “red flag” keywords or symptoms that require immediate escalation to clinical staff, and escalate without delay
- Accurately log call details, caller information, and disposition in the EHR/practice management system
- Coordinate same-day or urgent scheduling requests with front desk and clinical teams across all three locations
- Relay messages between patients and clinical/administrative staff promptly and accurately
- Follow up on outstanding callbacks to ensure timely resolution
- Maintain patient confidentiality and HIPAA compliance on all calls
- Identify recurring call patterns or bottlenecks and report to office leadership
Qualifications
- High school diploma or equivalent required; some college or medical office coursework a plus
- Bilingual is a huge plus
- 1–2 years experience in a medical office, call center, or patient-facing administrative role
- Familiarity with medical terminology preferred (spine/neurosurgery exposure a plus, not required)
- Experience with EHR/practice management systems
- Strong communication, organization, and multitasking skills
- Calm, clear phone presence; comfortable following structured protocols under pressure
- No clinical license required; this position does not perform clinical triage or give medical advice