Responsibilities
- Provide coverage during business hours to manage incoming patient messages and requests.
- Assist patients with scheduling, rescheduling, and confirming appointments.
- Answer patient administrative questions and escalate clinical questions appropriately.
- Conduct outbound communication to patients by phone as appropriate.
- Call labs or pharmacies for refills, clarifications, or updates as directed by providers.
- Contact patients and providers to gather necessary clinical or administrative information.
- Triage patient requests, escalating urgent medical needs to same-day visits or to the provider team for guidance.
- Create and route patient cases in the EMR to the appropriate providers or care team members.
- Facilitate specialty and imaging referrals, ensuring referral orders are completed, faxed, and communicated to patients and facilities.
- Manage closed-loop referral follow-up, retrieving specialist consult notes and ER discharge summaries.
- Support prior authorization workflows for medications as directed.
- Update pre-visit information prior to scheduled appointments including ensuring eligibility, demographics, preferred lab/pharmacy, etc.
- Supporting patients virtually to obtain, document, and report accurate vital signs.
- Obtaining, documenting, and reporting basic medical, social, and family history.
- Providing patient education on topics such as blood pressure monitoring and glucometer usage if needed.
- Manage medical record requests from patients and externally (labs, specialists, etc).
- Retrieve and upload records, lab results, and hospital discharge summaries to the EMR.
- Provide cross-coverage across care teams as needed.
- Respond to and resolve patient voicemails, messages, etc.
- Collaborate with providers and operations teams to maintain smooth care coordination.
- Initiate, track, and follow up on specialty and imaging referrals.
- Communicate with community specialists by phone and prioritize urgent referrals when needed.
Requirements
- Certified Medical Assistant (CMA), Registered Medical Assistant (RMA), or equivalent clinical background and/or work experience.
- 2+ years of experience in primary care, ambulatory, or virtual care setting.
- Strong EMR experience (Athena preferred).
- Excellent communication and organization skills.
- Demonstrated ability to multitask and prioritize in a virtual, fast-paced environment.
- Willingness to learn and collaborate with your team
Nice to Have
- Spanish-speaking preferred.
- Open to travel for specific marketing or clinical events up to 2x/month
- Experience with telehealth platforms and digital patient communication tools.
- Familiarity with referral management, insurance eligibility verification, and prior authorizations.
- Knowledge of HIPAA and patient privacy best practices.
Additional Information
- Temporary for 3 months
- Coverage required between 8am–8pm EST
- Spanish-speaking preferred
- Open to travel for specific marketing or clinical events up to 2x/month
