Job Description

What You’ll Do:

• Assist patients with connecting to telehealth video visits and troubleshooting technical issues.
• Guide patients through the virtual intake process, ensuring a seamless experience.
• Collect and document vital signs, medical history, and medication reconciliation.
• Administer and complete screening questionnaires as part of patient intake.
• Handle inbound calls, assess patient needs, and provide appropriate guidance.
• Offer live phone support to answer questions and address concerns before appointments.
• Proactively manage patient care workflows from initial outreach to case resolution.
• Escalate abnormal or elevated vital signs, medical history concerns, or other clinical concerns to RNs.
• Accurately document all patient interactions using electronic health records (EHR) including but not limited to AthenaOne and Healthie; document all calls through platforms including Salesforce; utilize phone call scripts and EHR macros.
• Index patient cases based on screening results and vital signs for follow-up and prioritization.

Required Qualification:

• Minimum 3- 5 years of experience as a Certified Medical Assistant ( remote CMA experience preferred).
• Medical Assistant Certification through AAMA, AMT, NHA, or NCCT.
• High school diploma or equivalent ( higher education is a plus).
• Experience handling high call volumes in a fast-paced environment.
• Familiarity with EHR systems for documentation. AthenaOne experience preferred. 
• Tech-savvy with the ability to quickly adapt to new platforms, including Slack and Google Suite
• Strong oral, written, and interpersonal communication skills
• Proven ability to work successfully with diverse patient populations
• Ability to work independently and effectively prioritize tasks

Preferred Qualifications:

• Experience working with AthenaOne EHR, Salesforce and Slack (or similar platforms).
• 2- 4 years of telehealth or phone-based patient care experience
• Being bilingual in Spanish is a plus.

Why Join Us?

• By joining our team, you’ll play a vital role in expanding access to virtual healthcare, ensuring that patients receive comprehensive, high-quality care from the moment they begin their telehealth visit.
• If you’re passionate about patient care and thrive in a remote, tech-driven environment, we’d love to hear from you!