Triage Supervisor

Description

The Supervisor of Triage at the Georgia Eye Institute is responsible for overseeing the triage department, ensuring efficient patient assessment, and coordinating care for individuals seeking ophthalmic services. This role requires a strong background in ophthalmology, leadership skills, and the ability to manage a high-volume patient triage system.

The Triage Supervisor is also responsible for monitoring productivity, tracking key performance metrics, implementing policies, establishing guidelines, standardizing processes, and improving communication within the triage team. Additionally, this role plays a key part in identifying scheduling gaps, managing the patient waitlist process, and optimizing appointment scheduling to enhance patient flow and reduce delays.

Travel will be required between multiple clinic locations or for training and professional development.

Key Responsibilities:

Triage & Patient Assessment

• Supervise and support the triage team in evaluating and prioritizing patient needs based on urgency.
• Utilize clinical knowledge to assess ophthalmic symptoms and determine the appropriate level of care.
• Provide guidance to triage staff in handling urgent eye conditions such as acute vision loss, trauma, infections, and post-surgical complications.
• Collaborate with ophthalmologists and optometrists to ensure timely and appropriate patient referrals.

Staff Supervision & Training

• Lead, mentor, and evaluate the performance of the triage staff, including triage technicians and nurses.
• Develop and implement training programs to ensure staff proficiency in ophthalmic triage protocols and best practices.
• Monitor team compliance with clinical guidelines and institute policies.
• Conduct regular staff meetings to discuss process improvements, workflow efficiency, and patient care strategies.

Reporting, Metrics, & Performance Monitoring

• Track and analyze key performance indicators (KPIs) for the triage department, including patient wait times, call response times, and efficiency in patient assessments.
• Develop data-driven strategies to improve triage efficiency and enhance patient experience.
• Provide regular reports to the Clinical Manager on department performance, staffing needs, and operational improvements.
• Use metric-driven evaluations to identify areas for improvement and develop corrective action plans.
• Monitor team productivity and ensure staffing levels align with patient demand.

Policy Implementation & Process Standardization

• Develop and implement triage policies and guidelines to ensure consistency in patient care.
• Standardize triage processes to optimize workflow and minimize errors.
• Establish clear guidelines and best practices for patient assessments, documentation, and follow-ups.
• Improve interdepartmental communication to enhance collaboration between triage staff, clinical staff/physicians, and front office personnel.
• Ensure compliance with clinical protocols, regulatory requirements, and patient safety standards.

Operational & Administrative Duties

• Oversee the daily operations of the triage department, ensuring smooth patient flow and minimizing wait times.
• Identify scheduling gaps and implement strategies to optimize appointment availability for urgent and routine patient needs.
• Manage the patient waitlist process, ensuring that high-priority and rescheduled patients are accommodated efficiently.
• Work with administrative staff to manage scheduling, staffing, and resource allocation.
• Ensure proper documentation and record-keeping for all triage interactions.
• Assist in implementing new technologies and electronic health record (EHR) systems to streamline triage processes.

Patient & Provider Communication

• Serve as a liaison between patients, clinical staff/physicians, and the triage team to facilitate clear and effective communication.
• Address patient concerns and resolve complaints related to triage services.
• Ensure HIPAA compliance and confidentiality in all patient interactions.

Quality Assurance & Compliance

• Monitor triage performance metrics and implement improvements as needed.
• Ensure adherence to OSHA, HIPAA, and other regulatory requirements.
• Participate in audits, accreditation processes, and quality control initiatives.
• Collaborate with leadership to develop strategies for enhancing patient outcomes and satisfaction.

Requirements

Education & Certification

• Preferred: Associate’s or Bachelor’s degree in Ophthalmic Technology, Healthcare Administration, or a related field.

Experience

• Minimum 3-5 years of experience in an ophthalmology or optometry setting

Technical Skills & Knowledge

• Strong knowledge of ophthalmic diseases, conditions, and emergency triage protocols.
• Experience with ophthalmic diagnostic equipment and procedures.
• Proficiency in electronic health records (EHR) and patient management systems.
• Understanding of medical coding and insurance processes related to ophthalmology.

Soft Skills & Competencies

• Leadership & Team Management: Ability to inspire, coach, and lead a team in a high-paced environment.
• Data-Driven Decision Making: Ability to track and analyze key performance metrics to improve patient care.
• Problem-Solving: Quick decision-making skills to handle urgent eye-related conditions.
• Communication: Excellent verbal and written communication skills for patient interactions and staff coordination.
• Process Improvement: Experience in implementing policies, standardizing workflows, and enhancing efficiency.
• Organizational Skills: Strong multitasking abilities and attention to detail in a fast-moving clinical environment.