Virtual Clinical Assistant

About the role

The Virtual Clinical Assistant provides patient-centered clinical, administrative, and operational support for Kind Clinic Virtual Services. Working exclusively in a virtual setting and within approved protocols and assigned scope, this role prepares and maintains accurate patient information, supports provider workflows and follow-up, coordinates routine care tasks, and promptly escalates clinical questions or exceptions to the appropriate clinician.

Responsibilities

• Support virtual patient intake by confirming and documenting demographics, medical history, allergies, pharmacy information, and current medication lists for clinician review
• Complete medication-reconciliation support within approved workflows; identify discrepancies and route clinical questions or concerns to the appropriate clinician
• Scrub schedules and review assigned Athena reports to identify missing information, scheduling concerns, and follow-up needs before virtual visits
• Assist with reschedule queues, obtain needed patient information, and complete appointment-confirmation outreach to reduce delays and missed visits
• Manage lab reminder workflows and contact overdue or lapsed patients; document outreach, troubleshoot/escalate non-clinical barriers to the appropriate parties, and escalate unresolved concerns
• Follow up on pre-check-in and digital tasks, including demographics, consents, contact information, insurance information, and chart reconciliation
• Provide virtual check-out support, scheduling assistance, and follow-up on end-of-visit digital tasks and instructions documented by the care team
• Maintain assigned queues within service expectations, completes required training and privacy requirements, and promptly escalates safety, scope, or accuracy concerns

Requirements

• Education and/or Licensure: High school diploma or GED required. Completion of an accredited Medical Assistant program, Medical Assistant registration or certification, formal medical-services training in the United States Armed Forces, or equivalent healthcare training is preferred.
• Experience: 2+ years in a medical practice support role such as medical assistant, virtual care support, ambulatory care support, care coordination, clinical administrative support, or equivalent is preferred; Experience using an electronic health record is strongly preferred; experience with Athenahealth is preferred.
• Additional Requirements: This role is primarily virtual; however, applicants must currently reside in or willing to relocate to Texas prior to start of employment. Occasional in-person attendance may be required for trainings, events, meetings, etc. Ability to work full time from an approved HIPAA compliant private workspace with reliable connectivity and ability to use organization-approved equipment and communication platforms. Bilingual English/Spanish proficiency is a plus.

Key Performance Indicators

• Completes assigned schedule scrubbing and pre-visit chart preparation by established daily deadlines, with missing information and exceptions/concerns documented and escalated
• Completes assigned lab reminders, reschedule work, TNP/TIQ tasks, and patient follow-up within department turnaround standards, with outreach attempts documented
• Maintains assigned queues within service expectations, completes required training and privacy requirements, and promptly escalates safety, scope, or accuracy concerns

Compensation

Based on the position's duties and requirements, this role has a starting hourly rate of $21.63. The initial hourly rate will be determined by the selected candidate's qualifications and relevant experience.

Benefits

• Health Care Plan (Medical, Dental & Vision)
• Retail Retirement Plan (403b)
• Life Insurance (Basic, Voluntary & AD&D)
• Paid Time Off (Vacation, Sick & Holidays)
• Short-Term & Long-Term Disability
• Training & Development
• Parental Leave
• Longevity Pay

Physical Requirements/Environmental Conditions

• Ability to remain seated and use a computer, telephone, headset, and video-conferencing tools for extended periods, with the ability to change position as needed
• Ability to express and exchange detailed information by spoken word accurately, sometimes quickly, by telephone or video
• Hearing sufficient, with or without correction, to perceive and understand detailed spoken information and make fine discriminations in sound
• Perform repetitive motions with wrists, hands, and fingers and occasionally exert up to 12 pounds of force to lift, carry, push, pull, or otherwise move office equipment or objects
• Ability to work and concentrate in an approved private indoor workspace, manage frequent electronic interruptions, and move effectively among multiple tasks and systems