Medical Assistant

About the Company

Ascend Medical, founded in 2021, has a mission to elevate body, mind, and soul. Our advanced primary care clinically integrates behavioral, metabolic, and lifestyle aspects of health to keep you well physically, mentally, and emotionally. Ascend started as a convenient, hybrid delivery model spanning digital and at-home modalities, meeting patients where they are: at home, at work, or anywhere else. We have since evolved and now partner with traditional primary care providers to augment their offering, allowing patients to experience Ascend through brick-and-mortar, digital, and at-home channels.

Our values empower our team to make smart decisions and drive innovation:

• Patients before Profits
• Empathy before Expedience
• Progress before Stagnation
• Team before Individual
• Safety before Everything

At Ascend Medical, you’ll be part of a team of caring and innovative professionals forging a new path in healthcare—one that is patient-centered, affordable, and highly convenient. Ascend boasts the highest patient satisfaction scores in the industry, with a net promoter score consistently above 95.

About the Role

Care Navigators are the company’s patient support liaisons and are often the first Ascend care team member to interact with new members. This role is critical in demonstrating the company’s commitment to patient-first, accessible healthcare. Care Navigators manage crucial aspects of a patient’s individualized care plan, including clinical and administrative support, triaging patients, booking appointments, and preparing patients for examinations. Through one-on-one interactions, this role directly impacts patients' lives by helping them get comfortable with a new approach to primary care. The Care Navigator is an integral member of a team focused on providing excellent and comprehensive primary care for a specific population of patients.

Key Performance Outcomes

• 100% consent forms collected from the patient
• 100% of credit cards collected prior to appointment (combined with front office)
• 80% reappointment rate for new patients
• 60% reappointment rate for existing patients (may already be rescheduled, weighted reappointment %)
• 100% follow-up on labs, referrals, and prescriptions
• Present with a polished, professional appearance, demonstrating kindness, compassion, energy, and a patient-first focus

Responsibilities

• Book telehealth appointments, triage patients virtually, and record patient interviews, history, and chief complaints using Ascend’s EMR.
• Facilitate telehealth consultations by conducting pre-visit chart reviews or planning, ensuring all equipment is operable prior to the appointment, orienting patients to the technology, facilitating communication between provider and patient as needed, and participating in assessments by utilizing technology and other equipment for the telehealth encounter.
• Prepare patients for examinations and perform/set up referrals for routine screening tests; assist physicians with exams; explain treatment procedures and physicians' instructions to patients.
• Work directly with the Care Coordinator to ensure all patients have care plans and follow-up appointments lined out by the provider.
• Organize and manage inbound and/or outbound communications—calls, chats, and emails—as assigned.
• Offer advice and guidance to new and existing members, educating them on the benefits of Ascend Medical, guiding them on how to utilize the company’s services, and assisting patients in understanding and navigating their health insurance to maximize available benefits.
• Process patient phone messages, online messages, follow-up calls, and route them to other team members as appropriate; communicate with patients via call or secure messaging to obtain and relay pertinent information for the physician.
• Conduct business in a service-oriented manner that is attentive, cooperative, sensitive, respectful, and kind when dealing with patients, visitors, the public, and all colleagues.

Requirements

• High school diploma or equivalent is required.
• Graduate from a nationally accredited Medical Assistant program OR equivalent healthcare preparation (e.g., foreign-trained physician, paramedic) is required.
• Certified Clinical Medical Assistant (CCMA) preferred.
• Minimum of 2 years of Medical Assistant experience in a healthcare setting required.
• Must be current in CPR certification.

Skills

• Knowledge of clinical procedures, medical anatomy, physiology, ICD-10 and CPT codes, insurance eligibility, and copay determination.
• Excellent communication skills utilizing appropriate medical terminology; adherence to legal and ethical professional conduct.
• Creative problem-solving to leverage Ascend’s strengths and address patient needs.
• High energy, growth mindset, and curiosity to learn more.
• Highly adaptable and a critical thinker who understands nuance and can read between the lines.
• Team player who thrives in a collaborative environment where feedback is encouraged.
• Enjoys the art of conversation and thrives in an environment requiring frequent communication with multiple people.
• Self-aware problem solver with a passion for changing the landscape of primary healthcare.
• Task-oriented, self-motivated, and able to work remotely without supervision.
• Strong ability to utilize technology; experienced with documentation in an EMR.
• Spoken and written fluency in English. Bilingual preferred.

Work Environment

This is a high-growth, fast-paced small organization. The ability to be productive, agile, and successful in an intense work environment is critical.

Physical Demands

The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

Benefits

• Medical, dental, and vision coverage
• 401k with company match
• Generous PTO, paid parental leave, and company holidays
• Free healthcare with Ascend, including telemedicine options
• Flexible schedule and work/life balance