Job Description
We’re seeking a Certified Medical Assistant who pairs rock-solid clinical skills with genuine empathy. You’ll review patients’ health vitals, calorie logs, and wellness trends; perform non-diagnostic assessments; and guide patients with dietary, exercise, and lifestyle recommendations—escalating to licensed clinicians when needed. You’ll be a trusted voice for patients, helping them build healthy habits and navigate their care plan.
What You’ll Do
- Vitals & Monitoring
- Review daily/weekly vitals (e.g., BP, HR, HRV, SpO₂, weight, glucose where available) and symptom check-ins.
- Identify trends, gaps, and non-urgent red flags; escalate urgent/clinical concerns per protocol to supervising clinician.
- Document outreach and education in the EHR/RPM platform with high accuracy and timeliness.
- Non-Diagnostic Patient Assessments
- Conduct scripted intake, history updates, and risk screenings (falls, medication adherence, social needs) without diagnosing conditions.
- Perform protocol-driven triage to route patients appropriately.
- Dietary, Exercise & Lifestyle Coaching
- Provide non-prescriptive guidance aligned with clinician-approved playbooks (nutrition basics, portion awareness, hydration, movement goals, sleep hygiene, stress reduction).
- Use motivational interviewing and SMART goal-setting to improve adherence.
- Offer culturally sensitive, age-appropriate education; coordinate referrals to RD/behavioral health when indicated.
- Patient Communications
- Reach patients via phone, secure messaging, and video; maintain warm, clear, and respectful tone.
- Close the loop on questions, reconfirm understanding, and provide after-call summaries.
- Care Coordination & Compliance
- Track program requirements (e.g., time spent, contact frequency, documentation elements) and quality metrics.
- Protect PHI and uphold HIPAA at all times; follow state scope-of-practice and company protocols.
- Participate in huddles, QA reviews, and continuous improvement.
Minimum Qualifications
- Certified or Registered Medical Assistant (CMA—AAMA, or RMA—AMT, or equivalent) in good standing.
- BLS/CPR certification (current).
- 1–2+ years in ambulatory care, population health, primary care, care management, or telehealth.
- Proficiency with EHRs and patient-engagement tools; strong typing and documentation skills.
- Clear, compassionate communicator (phone, chat, and video).
- Demonstrated empathy, patience, and cultural humility.
Nice to Have
- Experience with Remote Patient Monitoring (RPM), Chronic Care Management (CCM), RTM, or health coaching.
- Familiarity with nutrition/fitness basics, wearable data, and habit-formation techniques.
- Bilingual (Spanish or other languages).
- Senior-care experience and/or working with patients with multiple chronic conditions.
Core Competencies
- Empathy & Rapport: Builds trust quickly; de-escalates frustration; meets patients where they are.
- Clinical Judgment (Within Scope): Knows when to educate vs. when to escalate.
- Education & Coaching: Delivers clear, actionable micro-goals without medical jargon.
- Detail & Compliance: Meticulous documentation; follows protocols precisely.
- Tech Fluency: Comfortable with EHR, RPM dashboards, secure messaging, and video visits.
- Teamwork: Communicates clearly with clinicians, billing/ops, and product teams.
What Success Looks Like (KPIs)
- Timely review of assigned patient panels and vitals.
- High documentation accuracy and protocol adherence.
- Improvement in patient engagement/adherence (e.g., check-ins completed, goals met).
- Patient satisfaction (CSAT/NPS) and low escalation re-work.
- On-time completion of required program minutes/contacts (as applicable).
Work Environment & Schedule
- Standard business hours with occasional patient-preferred early/late blocks as needed.
- Remote-friendly; must maintain a private, HIPAA-compliant workspace.
Compliance & Scope of Practice
- This is a non-diagnostic role. The CMA provides education, coaching, and protocol-based assessments and does not diagnose, prescribe, or independently formulate treatment plans. All escalations and clinical decisions are made by the supervising licensed clinician per state law and company policy.
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