Triage Operator - McLeod HealthCall- full-time

Triage Operator - McLeod HealthCall- full-time Required: Minimum of three (3) years of experience in a healthcare Education & Experience setting. Minimum of a High School Diploma/GED. Required: Emergency Medical Dispatcher (EMD) certification within 12 months of hire OR Certified Customer Service Professional (CCSP) within 12 months of hire.

Completion of National Incident Management System (NIMS) training within 12 months of hire. The Triage Operator serves as the first point of contact for incoming calls to the McLeod Health On-Call (MHOC) department. They are responsible for quickly determining the reason for call and queue assignment while providing exceptional customer service and efficient call management.

This role aides the triage nurses by directing calls, answering inquiries, call escalation and supporting the systems of care needs of our patients.

Demonstrates commitment to McLeod Health’s mission, vision, and values while maintaining service excellence standards that support quality care and operational excellence. Operates a multi-line telephone system and paging system to facilitate hospital-wide communication. Responds to emergency calls (2020 line) promptly, following established protocols to connect callers with medical staff or activate emergency codes.

Responsible for coordination and queue assignment of patient calls, including but not limited to call triage, call escalation, provider pool messaging (clerical and clinical), and EMR documentation. Coordinates communication between patients and physician practices. Accurately documents caller needs into Epic EMR per departmental guidelines.

Collaborates with clinical team to manage urgent requests and resolve issues efficiently. Completes all documentation (EMR / call logs / call assignment) in a timely and accurate fashion. Performs additional duties as assigned to support departmental and organizational goals.

Licenses & Certifications Required: Emergency Medical Dispatcher (EMD) certification within 12 months of hire OR Certified Customer Service Professional (CCSP) within 12 months of hire. Completion of National Incident Management System (NIMS) training within 12 months of hire.

Full time · Rotating Shifts