Millennium Physician Group
  • 16-Aug-2018 to 15-Oct-2019 (EST)
  • Fort Myers, FL, USA
  • Hourly
  • Full Time

Call Center Triage - Medical Assistant/LPN

The Call Center Patient Connection Triage Department made up of Medical Assistant and LPN associates, are responsible for answering multi-line phone systems while providing superior response to all callers. They are responsible for ensuring patient care is delivered safely, effectively and efficiently. They create patient cases documenting prescription requests and process medication refills per protocol for assigned providers. The LPN and MA provide over-the-phone triage and assistance in scheduling for other team members as required. S/he respond to calls with a friendly voice identifying themselves and the company, makes appointments, transfers calls and may give directions to the office, input new patient information or existing patient changes and/or communicates with the billing office for insurance changes. S/he makes every effort to fill schedules of providers and, if desired physician is unavailable, offers and accomplishes scheduling for another provider in the practice to ensure timely access for patient care is accomplished. Must maintain top level of confidentiality and be flexible as schedule may change. Demonstrates all qualities associated with providing an exemplary patient experience for all patients. Maintains all licenses; CPR and BLS certification must be current.  

Job Standards

  • Strong knowledge/experience with medication (uses, classes, categories, calculations)
  • Creates patient cases accurately, documenting prescription requests and processes refills per protocol for assigned providers
  • Provides the patient an appointment with another physician when primary is unavailable
  • Provides quality service and support
  • Completes all assigned tasks timely/daily
  • Answers all phone calls in a timely manner
  • Understands the utilization and complexity of transferring in multi-line phone systems
  • May be responsible for onboard training of new employees and implementation of Call Center team activities


To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

Education and/or Experience

Requires a high school diploma or general education degree (GED); along with completion of associate's degree or required technical training for LPN.  Required degree or diploma along with certification for medical assistant.      

  • 1+ years of customer service experience (preferred within a call center or healthcare field)
  • Ability to type at minimum 35 wpm
  • Ability to multi-task in a high call volume setting
  • Experience working in a fast-paced environment

Language Skills

Ability to read and interpret documents such as safety rules, operating and maintenance instructions, and procedure manuals.  Ability to write routine reports and correspondence.  Ability to speak effectively before groups of customers or employees of organization.

Computer Skills

To perform this job successfully, an individual should have knowledge of Athena Database software; Microsoft Excel Spreadsheet software and Microsoft Word Processing software.

Certificates, Licenses, Registrations

Current LPN License required.  CMA Certification for Medical Assistant. CPR/BSL certification required

Physical Demands

The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. 

While performing the duties of this job, the employee is regularly required to sit; use hands to finger, handle, or feel; reach with hands and arms and talk or hear.  The employee is occasionally required to stand; walk; climb or balance and stoop, kneel, crouch, or crawl. The employee must occasionally lift and/or move up to 10 pounds.  Specific vision abilities required by this job include close vision, distance vision, color vision, peripheral vision, depth perception and ability to adjust focus.


Millennium Physician Group
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