Medical Assistant / Care Coordinator (Remote / Telehealth Concierge)

Role Overview & Key Outcomes

As a Medical Assistant / Care Coordinator, you will bridge the gap between clinicians and patients, ensuring seamless, efficient, patient-focused care. You’ll support patients with intake processes, goal setting, progress tracking, managing their appointments and getting labs / prescriptions as needed.

Key outcomes include:

• Timely onboarding of new patients into the care journey
• High patient satisfaction (responsiveness, clarity, empathy)
• Efficient utilization of physician time (low no-show, prepared patients)
• Lean, closed-loop communication (no unresolved patient questions or handoffs)

What You’ll Do / Core Responsibilities

• Patient Intake & Onboarding: Conduct a high volume of telehealth intake appointments (phone/video) to assess patient goals, complete clinical screenings, and explain service offerings and coverage.
• Care Coordination & Administrative Support: Manage the full telehealth scheduling lifecycle, providing technical and logistical support. Oversee lab orders, prescription logistics, and accurate EHR profile maintenance.
• Care Plan Engagement & Coaching: Review provider clinical notes to ensure patients understand and can access their personalized care plans. Conduct strategic outreach (calls, texts, emails) to drive care initiation, track behavioral goals, and help patients navigate setbacks or motivational barriers.
• Issue Resolution & Advocacy: Serve as the primary problem solver for patient barriers (including technical glitches, insurance questions, and care hesitancy) escalating issues as needed to ensure zero gaps in communication.
• Cross-Functional Collaboration: Partner with clinical teams, provider operations, patient support, and product departments to optimize patient flow and elevate the overall care experience.
• Continuous Improvement: Participate in process improvement initiatives and cross-functional feedback loops to refine and enhance the care delivery model.

What We’re Looking For / Qualifications

Required Qualifications

• Current and valid National Medical Assistant Certification (CCMA, CMA, RMA, or NCMA) required.
• 3+ years in direct patient care, care coordination, digital health, or an allied health/human services field.
• Exceptional verbal and written communication skills, with a proven ability to build trust and convey empathy.
• Track record of meeting or exceeding measurable KPIs (e.g., patient engagement, satisfaction, conversion, and retention).
• Ability to manage a high volume of patient interactions efficiently without sacrificing quality or attention to detail.
• A solution-oriented mindset with the agility to navigate a fast-paced, evolving healthcare environment.
• Proficiency with EHR/CRM platforms, scheduling systems, telehealth software, and remote collaboration tools.