Medical Assistant – Inbox Management Team

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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

This list may not include all the duties that may be assigned.

• Review incoming patient portal messages: Review patient portal messages and route them either to the Inbox Management 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 Inbox Management 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

EXPERIENCE:

• Minimum 2 years in pediatric or general primary care, preferably in a role with high inbox/message volume and/or telephone duties.
• 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, documentation, provider follow-up, and routing of patient messages.

KNOWLEDGE,

SKILLS AND ABILITIES

• Ability to provide compassionate and clear communication both verbally and written, including excellent grammar and spelling.
• Knowledge of all organizational compliance policies
• Proficiency in the use of appropriate computer software and hardware.
• Ability to perform the job with minimum supervision in remote settings.
• Ability to work in a multi-disciplinary team, ensuring that other specialties are included in the healthcare plan.
• Ability to maintain quality and safety control standards.

TRAINING & SUPERVISION

• Trained and coached by the Inbox Management Team Manager for IMT workflows (message labeling, documentation, routing, forms, scheduling, service recovery).
• CAL Team provides training for CAL scripts related to non-triage inbound backup coverage; triage algorithms are not taught to MAs.

TYPICAL WORKING CONDITIONS

• Working in a remote setting at your home office (quiet place, free from distraction)
• Involves interaction with management and medical providers
• May require sitting or standing for extended periods of time

The foregoing description is not intended and should not be construed to be an exhaustive list of all responsibilities, skills, efforts, or working conditions associated with the job. It is intended to be an accurate reflection of the general nature of the level of the job.

I have read the above job description, and my supervisor has discussed it with me, and I understand the responsibilities of the job for which I have been hired. I acknowledge that I have assumed responsibility for carrying out these tasks to the best of my ability and in accordance with company policies.