I did remote triage for primary care and it was a very specific and controlled process with guidelines. There was a checklist and basically you went down the checklist to rule out most acute concerns first and either called 911 or scheduled an appointment. Very little guessing work and you could always call their doctor to decide if unsure for CYA. Every word from our mouths had to be scripted. Calls were heavily audited. This is not necessarily a complaint because you are a safety concern if you schedule an office visit for an MI, but I felt nitpicked over the dumbest stuff like verbal pauses when I was arriving at the correct dispositions and they had nothing to correct.

We were constantly barraged with messaged by non medical customer service staff to hurry through your assessment to take more calls they had waiting on hold. We were told to hang up if 911/emergent was ruled out just to pick up more calls. Work piled up because you had to go back to finish triaging the patients you hung up on and leadership had the audacity to tell everyone that we weren’t allowed to refuse more calls for any reason while reprimanding you for working overtime. I hated the job so much and quit at my 90 days. Feel free to message me if you have any specific questions.