The Telephonic Medical Assistant works under the direct supervision of Clinical Operations leadership and in alignment with Provider Protocols, Organizational Policies, and Standard Operating Procedures (SOPs). This role provides 100% telephonic patient care within the Experience Center, with hybrid remote opportunities based on performance. The Telephonic Medical Assistant supports staff, providers, residents, and medical students through a team-based approach, performing patient care-related communication, clerical tasks, registration, scheduling, documentation, and coordination of services across multiple departments or specialties. The role requires the ability to convey clinical information related to patient screenings, testing, vital signs, medications, and symptoms in a clear and professional manner. Responsibilities include implementing standing orders, processing medication refills per protocol, facilitating care coordination, ensuring accurate documentation, and promoting a seamless and positive patient experience. The Telephonic Medical Assistant also assists in onboarding new staff and supports continuous quality, safety, and clinic performance metrics.

Required:

High School or GED

Certification

Certification of Medical Assistant Training Program

*** CMA/RMA Certification/Registration

BLS/AED Certification

Work Experience and Additional Information

Previous Experience of minimal five (5) years as a Certified Medical Assistant in a healthcare setting.

Technical Knowledge, Skills, and Abilities

• Knowledge of clinical protocols, standing orders, and patient care standards relevant to outpatient medical specialties and telephonic care workflows.

• Ability to communicate clinical information clearly and professionally over the phone, including symptoms, test results, medication needs, and care instructions.

• Strong proficiency in electronic health records (EHRs) with the ability to document while speaking with patients and manage multiple communication platforms.

• Skilled in patient scheduling, registration, demographic updates, and insurance verification, ensuring smooth telephonic operational workflows.

• Ability to recognize and escalate urgent or emergent patient concerns according to established policies to promote timely and safe interventions.

• Excellent customer service, interpersonal, and problem-solving skills, demonstrating integrity, empathy, and commitment to a high-quality patient experience.