Medical Assistant - Remote Primary Care Coordinator (Monday-Friday 10:00am-7:00pm PST)

About Us

Pine Park Health is a value-based primary care practice that serves senior living communities. We aim to improve healthcare for seniors by creating a new model of care that involves patients, families, staff, providers, and payers. Over 185 communities across Arizona, California, and Nevada currently work with us, and we are expanding to reach more people.

The Opportunity

The Clinical Care Liaison is responsible for managing a panel of 500-600 patients, ensuring real-time communication, triaging urgent needs, maintaining accurate documentation, and serving as the primary point of contact for various stakeholders.

What You'll Do

• Serve as the primary point of contact for patients, families, facility partners, and providers across your assigned patient panel
• Triage and prioritize urgent care requests, STAT tasks, and time-sensitive clinical communications in real time
• Maintain accurate, compliant patient documentation within our EMR system
• Proactively manage appointment scheduling, follow-up care, and interdisciplinary communication
• Lead new patient onboarding, ensuring each patient is contacted and scheduled within 24 hours of enrollment
• Participate in after-hours on-call rotation to support continuity of care
• Contribute to quality improvement initiatives and operational efficiency projects

How We Measure Success

• Patient Communication & Responsiveness: 95% of inbound calls answered within 60 seconds (~30 calls/day), average caller wait time under 30 seconds; maximum not to exceed 2 minutes, urgent voicemails resolved within 1 hour; non-urgent within 1 business day, after-hours voicemails addressed within 2 hours of next business day open
• Care Coordination & Task Management: 95% of clinical messages and emails addressed within 2 hours, routine tasks completed within 7 days; STAT tasks within 24 hours, 100% of daily visit reminder calls completed (~20 calls/day)
• Documentation & Quality: Minimum 6 hours of care coordination activity logged daily, patient satisfaction scores of 8.5/10 or higher, full compliance with HIPAA, CMS, and OIG requirements at all times

What We're Looking For

• 2+ years of direct patient care experience in a clinical setting (Medical Assistant, LVN/LPN, CNA, Phlebotomist, Patient Care Technician, or similar role)
• Experience in healthcare coordination, patient services, or clinical operations
• Geriatric, Medicare Advantage, or value-based care experience strongly preferred
• Strong triage and prioritization skills in high-volume, real-time environments
• Proficiency with EMR/EHR systems and healthcare technology platforms
• Exceptional communication skills across diverse stakeholders (patients, families, physicians, facility leadership)
• Self-directed and accountable; able to work independently in a remote setting
• Available for on-call shifts: approximately 5 overnight and/or weekend shifts per rotation
• Remote work setup: reliable high-speed internet and dedicated, HIPAA-compliant workspace required
• Regulatory compliance: must maintain good knowledge of relevant regulations