Medical Assistant

Role Overview

• Serve as a welcoming first point of contact for patients and caregivers.
• Respond to incoming patient inquiries via phone, email, text, patient portal, and other communication channels.
• Provide education regarding Nolia's programs and services.
• Assist patients and caregivers in understanding eligibility, enrollment, and available support services.
• Ensure patients and caregivers are connected with the appropriate clinician, Care Navigator, or community resource.
• Support patient onboarding and intake processes.
• Conduct outreach and follow-up calls to support engagement and continuity of care.
• Complete monthly patient and caregiver check-ins
• Support resource navigation and community referrals.
• Provide telehealth and technology support to patients and caregivers as needed.
• Verify insurance eligibility, benefits, and coverage requirements.
• Support prior authorization and referral processes.
• Assist with obtaining outside medical records and documentation.
• Maintain accurate medication lists and support medication reconciliation workflows.
• Monitor patient needs and escalate clinical concerns to the appropriate clinician.
• Support implementation and follow-up of care plans.
• Assist Care Navigators with coordination of services and patient follow-up.
• Facilitate communication between patients, caregivers, healthcare providers, and community partners.
• Support transitions of care following hospitalizations, emergency department visits, and other healthcare encounters.
• Monitor and triage shared inboxes and incoming requests.
• Route inquiries to the appropriate team members and ensure timely resolution.
• Coordinate appointment scheduling, rescheduling, and waitlist management.
• Support faxing, records requests, forms, and clinical documentation workflows.
• Track completion of required program documentation and quality measures.
• Assist with quality improvement projects and operational initiatives.
• Maintain accurate documentation within the electronic health record.
• Support team in client complaints or concerns.
• Conduct routine outreach and engagement activities for GUIDE program beneficiaries.

Requirements

• Medical Assistant certification or equivalent healthcare experience.
• Minimum 2 years of experience in healthcare, care coordination, patient navigation, medical office operations, or customer-facing healthcare support roles.
• Excellent verbal and written communication skills.
• Strong organizational and multitasking abilities.
• Demonstrated problem-solving and critical-thinking skills.
• Ability to work independently and prioritize competing responsibilities.
• Experience working with electronic health records and healthcare technology platforms.
• High level of proficiency with technology, including telehealth platforms, cloud-based software, Microsoft Office, Google Workspace, and communication tools.
• Ability to quickly learn and adapt to new technologies and workflows.
• Experience working with older adults, dementia, caregiving, palliative care, behavioral health, or chronic disease management. (preferred)
• Experience with Medicare, Medicare Advantage, and insurance verification processes. (preferred)
• Experience in care management, population health, social services, or patient navigation. (preferred)
• Familiarity with community-based resources and healthcare systems. (preferred)
• Experience in a virtual healthcare or telehealth environment. (preferred)
• Bilingual language skills. (preferred)

Tech Stack

• Cloud