Medical Assistant; MA Team Lead - Inbox Management Team; IMT

Medical Assistant (MA) Team Lead - Inbox Management Team (IMT)

• Location Plantation, FL
• Facility Corporate - Enterprise Allocations
• Schedule - Shift - Hours Full Time - Days

Own day-to-day MA operations for the IMT: train and coach MA cohorts, ensure safe/accurate message containment, hit SLAs, and reduce clinician inbox load. Serve as the floor lead for queue flow, quality, and escalations.

To provide remote, non-licensed clinical support to enterprise clinicians by processing patient-generated messages (Online Portal and Patient Contact Center/Telephone), performing approved clinical administrative tasks, and routing clinical items to licensed staff, to reduce clinician after-hours workload and an outstanding patient experience.

ESSENTIAL DUTIES AND RESPONSIBILITIES

MA IMT TEAM LEAD SPECIFIC

DUTIES AND RESPONSIBILITIES:

• Training & Onboarding: Deliver a 2-week bootcamp; run 1:2 live-work coaching sessions/classes; certify new MAs to independence.
• Quality & Safety: Monitor teamwork for red flags; enforce protocols, documentation standards, licensure guardrails, and mandatory escalation.
• SLA/Throughput: Manage daily queues and staffing; meet targets for time-to-first-touch, time-to-close, and containment rates.
• Coaching & Feedback: Provide real-time huddles, weekly 1:1s, and micro-lessons; partner with RN Manager on QA reviews and remedial plans.
• Issue Resolution: Triage exceptions; coordinate with RN (L2) and APP (L3) for edge cases; support service recovery outreach as directed.
• Reporting: Track VPH, reopen/error rates, SLA attainment, and patient feedback; surface trends and propose fixes.
• Culture & Compliance: Model patient-first communication, privacy (HIPAA), and respectful teamwork; uphold policy and safety standards.

MEDICAL ASSISTANT RELATED TASKS REQUIRED TO BE PERFORMED:

• Review incoming patient portal messages: Review patient portal messages and route them either to the Clinical Response Team (for clinical or potentially clinical issues) or to the appropriate administrative department. Do not close messages at this step.
• Work phone messages that were sent to the clinician: Work messages that were sent to the clinician; complete those within medical assistant scope and forward others to the nurse or advanced practice provider.
• Prepare and process patient forms: Prepare required patient forms (sports, camp, daycare, WIC, letters of medical necessity, therapy/plan-of-care) according to state and regional guidelines and route for signature.
• Call or message families: Contact families to arrange follow-up visits and schedule in-office or telehealth appointments when needed. Provide structured clinical guidance to reach disposition when required.
• Schedule office or telehealth visits when the issue cannot be resolved through the message alone.
• Update the patient’s electronic chart
  :
  Update the patient’s electronic medical record with concise, accurate information related to the message, including call summaries, outside care received, and key details related to the patient’s care.
• Escalate Appropriate Messages to Brick-and-Mortar Clinicians: Follow Clinical Response Team policies and elevate appropriate messages to brick-and-mortar clinician staff immediately.
• CAL backup inbound calls (non-triage; activated as needed): When activated by the RN Manager, answer inbound CAL calls limited to non-triage call types (e.g., appointment questions/requests, prescription information collection, forms/notes, portal/access support) using approved CAL scripts. Verify identity/consents, capture accurate call summaries, and warm-transfer/escalate to CAL RNs for any symptom-based or red-flag content.

QUALIFICATIONS

EDUCATION:

• Successful completion of an Accredited Medical Assistant Program. LPN/LVN or RN licensure are also accepted.

EXPERIENCE:

• Minimum 3 years in pediatric or general primary care, preferably in a role with high inbox/message volume and/or telephone duties.
• Prior leadership experience strongly desired (supervisory, lead, manager, etc.)
• Demonstrated knowledge of common pediatric and primary care conditions, standard medical terminology used in the electronic medical record, and typical clinical processes such as intake,…