Certified Medical Assistant (Remote)

SteadyMD is a technology company and healthcare provider that powers high-quality telehealth experiences for its partners, including fast-growing digital healthcare companies, labs, pharmacies, large employers, and other organizations. SteadyMD initially launched in two states: California and Missouri. By 2018, the company was licensed, operating, and providing care in all 50 states. 

Reporting to the Medical Director of Clinical Operations, the Certified Medical Assistant will be a key team member of the collaborative care team. The CMA serves as a liaison between providers, partner programs, pharmacies, insurance plans, support staff, patients, and others. They respond to inbound requests and assist with virtual care activities such as medication refills, connecting patients with clinicians, communicating test results, and providing patient education and support. 

Duties & Responsibilities:

• Patient Outreach & Lab Callbacks: Conduct a high volume of outbound patient calls daily, primarily related to laboratory results and follow-up needs across various SteadyMD client programs. Communicate approved information, answer patient questions within scope, and escalate clinical concerns to licensed clinicians as appropriate.
• Patient Communication & Call Management: Manage a call volume workload, including repeated outreach attempts, patient callbacks, and follow-up coordination. Maintain professionalism, empathy, and efficiency while meeting established call volume and productivity expectations.
• Asynchronous Patient Support: Manage incoming asynchronous patient messages and requests, answer non-diagnostic patient questions, provide guidance within established protocols, and ensure timely resolution or escalation.
• Clinical Triage & Escalation: Review patient-reported symptoms, concerns, and requests; identify situations requiring clinical attention; and route patients to the appropriate licensed clinician based on established triage protocols and scope-of-practice requirements.
• Care Coordination & Follow-Up: Support patients with next steps in their care, including laboratory follow-ups, appointment coordination, referrals, and other client-specific care needs.
• Pre-Visit Planning & Chart Preparation: Review patient charts, medical histories, medications, and relevant clinical information to prepare charts for upcoming clinician visits.
• Medication & Pharmacy Coordination: Communicate with pharmacies to resolve prescription-related issues, assist with medication overrides, and support prior authorization workflows under established protocols.