Clinical Triage Coordinator
At Urology Austin, our mission is committed to improving the lives of patients and their families through compassionate, quality, and ethical care.
In choosing a career with Urology Austin, you are choosing to improve the lives of patients and their families through a collaborative team-driven approach in an innovative, quality-driven, community-based setting. Better Medicine. Better Care.
Job Summary:
The Clinical Triage Coordinator plays a critical role in Urology Austin’s centralized triage and contact center, serving as the first clinical point of contact for patients seeking assistance. This position is responsible for evaluating patient needs via phone and electronic systems, collecting and documenting clinical information, and executing delegated non-licensed clinical tasks under appropriate supervision. Certification is required to ensure competency and alignment with scope-of-practice expectations under Texas law
Required
- High school diploma or equivalent
- Certification required as a Medical Assistant (AAMA, AMT, NCCT, or NHA), or licensure as a Vocational Nurse (LVN) or Registered Nurse (RN).
- Current BLS certification
- Minimum of 2 years’ experience in an ambulatory clinical care, call center, or specialty practice setting
- Strong knowledge of medical terminology, clinical protocols, and urologic conditions
- Excellent documentation, communication, and follow-through skills
- Experience using Keona Health and EHR systems
- Previous triage or care coordination experience
- Familiarity with HIPAA-compliant remote work standards (if remote)
Clinical Communication - Delegated and Supervised
- Answer and triage incoming calls using Keona Health and EMR in accordance with approved protocol
- Communicate provider-reviewed test results to patients as directed without interpretation
- Relay provider-approved prescription refills to pharmacies per documented instructions
- Document all patient communication accurately and completely in the EMR and triage system
- Coordinate follow-up on labs, imaging, procedures, or referrals based on provider orders
- Collect and update medical history, allergies, medications, and urologic symptoms via phone
- Document patient history and responses without interpretation or diagnosis
- Prepare and maintain accurate EMR documentation prior to upcoming visits or consults.
- Schedule appointments, tests, and procedures per provider instructions
- Request and organize outside medical records, imaging, or prior authorizations
- Support cross-functional communication with site clinics, billing, and clinical staff
- Provide standardized patient instructions (pre-procedure prep, catheter care guidance)
- Reinforce previously given provider instructions without creating or altering instructions independently
- Clarify what to expect during upcoming appointments or procedures
- Identify recurring call or symptom patterns and escalate to clinical leadership
- Immediately escalate urgent symptoms per triage protocol (fever, catheter issues, retention)
- Participate in peer review, audit feedback, and protocol improvement sessions
- Maintain strict adherence to HIPAA and all applicable clinical privacy regulations
- Keep certification and BLS and CMA current as a condition of employment
- Participate in regular in-service education and policy updates
- Maintain a professional, supportive, and team-oriented work environment
- Knowledge of urologic terminology and outpatient care practices
- Familiarity with call handling, care coordination, and triage protocols
- Strong written and verbal communication skills
- Ability to remain composed in high-volume or emotionally charged interactions
- Time management and multitasking in a remote or multi-clinic setting
- Physical Demands: Regularly required to sit, type, talk, and hear. Occasional walking, reaching, and lifting or moving objects up to 20 pounds. Vision requirements include close vision, distance vision, peripheral vision, and the ability to adjust focus.
- Work Environment: Primarily a clinic office setting with moderate noise. Frequent interaction with staff and patients. Minimal exposure to communicable diseases. May experience periods of stress when dealing with time-sensitive tasks or sensitive situations.
Urology Austin offers a competitive benefits package to eligible employees. Below are some of the benefits you may receive as an employee at Urology Austin.
- Medical, Dental, and Vision Insurance
- Short & Long Term Disability
- 401(k) with Employer Contributions and Profit Sharing
- Paid Time Off (PTO)
- Group Term Life Insurance
- Health Care & Dependent Care Flexible Spending Accounts
- Health Savings Account
- Employee Assistance Program (EAP)
- Competitive Wages
- Paid Holidays, No Weekends