Medical Triage Specialist / Virtual Assistant Medical Liaison

Job Overview:

Our client is seeking a Medical Triage Specialist / Virtual Assistant Medical Liaison to provide remote clinical, patient communication, and administrative support. This role is responsible for triaging patient calls and Healow patient portal messages, documenting patient communications in the EMR, educating patients using provider-approved protocols, and appropriately escalating urgent clinical concerns.

The Medical Triage Specialist will work under the direction of the Clinical Manager and collaborate closely with providers, nursing and clinical teams, medical liaisons, patient experience staff, and other departments to ensure timely communication, continuity of care, and an exceptional patient experience. The role also supports quality improvement, preventive care, population health, and value-based care initiatives.

Schedule: Monday, 8:00 AM - 2:00 PM (No lunch break); Tuesday - Friday, 8:00 AM - 5:00 PM EST, with 1 hour unpaid break (38 work hours per week)

Note: Every first Tuesday of the month, lunch break is held from 1:00 PM - 2:00 PM.

Responsibilities:

• Uphold the client's mission, values, policies, procedures, and standards of patient care.
• Maintain patient confidentiality and safeguard protected health information in accordance with HIPAA and organizational policies.
• Deliver an exceptional patient experience by demonstrating professionalism, empathy, compassion, and a patient-first approach during all patient interactions.
• Triage inbound clinical telephone calls and Healow patient portal messages according to established clinical protocols.
• Conduct appropriate initial assessment of patient concerns and symptoms and escalate urgent or potentially emergent clinical concerns to the appropriate provider, nurse, or clinical team member.
• Educate patients regarding medications, treatment plans, provider instructions, and other clinical information using provider-approved protocols.
• Accurately and promptly document patient communications, clinical information, and actions taken within the Electronic Medical Record (EMR).
• Route provider messages, patient concerns, and clinical requests to the appropriate clinical team member.
• Communicate daily with the Clinical Manager regarding workflow, patient concerns, pending tasks, and operational updates.
• Collaborate effectively with providers, nursing and clinical teams, medical liaisons, patient experience staff, and other departments to ensure continuity of patient care.
• Assist with answering and addressing provider voicemail messages as assigned.
• Provide cross-coverage for other Medical Liaison team members during absences or periods of high patient call volume.
• Assist with quality improvement initiatives, special projects, and workflow optimization.
• Support departmental outreach campaigns, population health initiatives, and value-based care activities as assigned.
• Assist with preventive care outreach and communicate information related to preventive screening documentation, including colon cancer screening, breast cancer screening, diabetic eye exams, mammograms, and other preventive screenings, as assigned.
• Obtain medical records and reports from outside providers and upload the appropriate documentation to patient charts.
• Maintain assigned productivity, quality, customer service, and turnaround-time standards.
• Participate in daily huddles, scheduled meetings, required training sessions, and ongoing professional development activities.
• Maintain proficiency with Healow, EMR systems, telecommunication systems, Microsoft Office, and other healthcare technology platforms.
• Participate in and strive to achieve assigned performance objectives.
• Perform other duties as assigned based on departmental needs.

Requirements:

• High school diploma or equivalent (GED).
• Medical Assistant certification from an accredited institution OR at least three (3) years of experience working in a healthcare setting.
• Experience working in a clinical or healthcare setting with patient-facing responsibilities.
• Experience with Electronic Medical Record (EMR) systems and patient portal technology.
• Hands-on experience with patient triage, preferably by telephone or electronic messaging.
• Ability to accurately document patient communications and clinical information in an EMR.
• Knowledge of medical terminology, medical procedures, medications, and accepted treatment practices.
• Knowledge of patient evaluation and triage procedures.
• Ability to read and interpret laboratory orders requested by medical providers.
• Knowledge of HIV and STI medical terminology, procedures, medications, and accepted treatment practices is preferred/strongly desirable based on the client's clinical environment.
• Ability to work independently with minimal supervision while maintaining productivity, quality, accuracy, and patient service standards.
• Strong written and verbal communication skills with the ability to communicate clearly and professionally with patients and clinical staff.
• Strong critical thinking, problem-solving, decision-making, and prioritization skills, particularly when handling urgent or sensitive patient concerns.
• Ability to remain calm and effective when dealing with emergency situations or distressed patients.
• Strong organizational skills and the ability to manage multiple tasks simultaneously.
• Ability to work effectively with an interdisciplinary healthcare team.
• Strong attention to detail when maintaining patient records, preparing documentation, and responding to correspondence.
• Proficiency with Microsoft Office applications, Healow, EMR systems, patient portals, telecommunication systems, and other healthcare technology platforms.
• Full compliance with HIPAA and protected health information security requirements.

Preferred Qualifications:

• Certified Medical Assistant (CMA) credential.
• Experience with patient triage and transmitting clinical information to nursing or clinical teams.
• Experience with preventive care, population health, or value-based care initiatives.
• Experience handling provider voicemail and patient portal communications.
• Experience obtaining medical records from outside providers and uploading documentation to patient charts.
• Knowledge of medical appointment scheduling workflows and preventive care services.
• Knowledge of insurance eligibility and benefits verification.
• Experience working with both clinical and administrative healthcare workflows.
• Experience in a multi-provider medical practice.

Remote Work Requirements:

• Must maintain a dedicated, secure, HIPAA-compliant home workspace that is free from distractions and suitable for confidential patient communications.
• Must have reliable high-speed internet access.
• Must be comfortable using company-provided computer equipment, EMR systems, telecommunication software, video conferencing platforms, and other technology required to perform the role.
• Must maintain consistent availability, professionalism, productivity, and responsiveness throughout scheduled working hours while working independently.

Core Competencies:

• Clinical judgment and decision-making
• Patient triage and prioritization
• Communication
• Empathy and interpersonal skills
• Customer service
• Critical thinking and problem-solving
• Time management and organization
• Multitasking and prioritization
• Attention to detail
• Results orientation
• Ability to work independently
• Team collaboration

Independent Contractor Perks:

• Permanent work from home
• Immediate hiring
• Health Insurance Coverage for eligible locations

Note:

Please click the "Apply" button to complete your application, including the assessment questions, technical check, and voice recording. Your hourly pay rate will be established based on your performance in the application process; submissions with all requirements fulfilled will receive priority review.

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