Frontline Support Medical Assistant

Welcome to Pine Park Health!

About Us

Pine Park Health is a value-based primary care practice that is redesigning how residents of senior living communities get or stay healthy and lead a life they love. We're on a mission to dramatically improve healthcare for seniors by building a new model of care that's designed around everyone involved — patients, families, community staff members, providers, and payers.

Our value-based offering has led to over 150 communities partnering with us in the last year and allowed us in achieving 10X patient growth. We're a fast-growing company that's backed by lead investors including First Round Capital, Google's AI fund, Canvas Ventures, Foundation Capital, Y Combinator, and Susa. If you share in our vision of helping every senior, no matter their health status, being able to lead a life they find meaningful and worthwhile, join us!

The Opportunity

The Frontline Support Medical Assistant (Remote) at Pine Park Health is pivotal as the hub and heart of our care team, embodying our model of geriatric care for senior living residents. This position represents the "front door" support of Pine Park Health to ensure health care is received timely with an exceptional patient experience.

In this central role, the Frontline Support Medical Assistant is responsible for developing deep connections with patients and their families to achieve outstanding health outcomes through effective communication and coordination. This includes partnering with Primary Care Providers (PCPs), Traveling Clinical Assistants (TCAs), and Clinical Team Leads (CTLs) to coordinate comprehensive care delivery. A significant part of the Frontline Support Medical Assistant role is to collaborate with community staff who act as an extension of our team, ensuring that every aspect of patient care is harmoniously integrated. Essential duties encompass scheduling, chart preparation and documentation, managing referrals, and facilitating smooth transitions of care. The successful Frontline Support Medical Assistant is responsible for providing an excellent experience while demonstrating careful listening, attention to detail, anticipation of needs, crisp communication, and empathy.

Hours: Typical M-F, 8:30am-5pm PST, w/ mandatory after-hours shift rotation

Location: Remote

What You'll Do:

• Act as primary contact for all patients and providers. Provide excellent service utilizing basic knowledge of all services supported by Pine Park Health.
• Collaborate with community partners and patients/families by developing and maintaining strong relationships through anticipation and prioritization of requests to ensure comprehensive and coordinated patient care.
• They must be able to learn quickly to acquire the service and product knowledge to answer patients' questions accurately. Concise and accurate documentation in systems of record is required.
• Work collaboratively and effectively with professionals across Pine Park Health, including primary care providers, traveling clinical assistants, clinical team leads, primary care coordinators, insurance companies, and other third parties to provide coordinated and comprehensive care for patients.
• Follow established standard policies and procedures to complete routine and STAT tasks, meet patient needs, and work for same-day task resolution.
• Answering and triaging high volume of inbound/outbound interactions through multiple channels and Pine Park Health's care delivery technology. This includes proficiency in our platforms, scheduling and task management tools, partner chat applications, and various internal communication tools.
• Document all patient interactions accurately in the Electronic Medical Record (EMR) system and subsequent activity log. Manage the text messaging platform to ensure quick responses to patient queries and send appointment reminders.
• Coordinating healthcare services, including appointment scheduling, updating patient records, obtaining authorizations, communicating with care teams, escalating patient concerns, general compliance and grievance resolution, primary healthcare system navigation, and providing technical support.

What we're looking for

• Ability to maintain a task completion rate of at least 95%
• Experience being proactive and accurate when providing patient care management documentation
• Ability to maintain a Net Promotor Score (NPS) of greater than 80 with all patient response time and resolution

Qualifications and Requirements:

• High School Diploma or equivalent. Some college education is a plus.
• Basic understanding of clinical and back office experience in a primary care setting
• Certification by a Medical Assistant Certifying Organization approved by the CA Medical Board, preferred.
• Must not be on any exclusion or debarment from participation in Federal Health Care Programs at any time and must remain in good standing with government regulators such as the OIG, (Office of the Inspector General), CMS ( Centers for Medical and Medicaid Services), etc.
• As a remote team member, you must have a confidential space to ensure HIPAA compliance and to preserve patient PHI. You are responsible for maintaining reliable wifi.
• Ability to remain seated in a stationary position for prolonged periods. No heavy lifting is expected, though occasional exertion of about 25 lbs of force (e.g., picking up and computer/laptops) may be required. Good manual dexterity is required to use common office equipment (e.g., computers, laptops, and mobile devices)

Why You'll Love Us

• We're a smart, heart-centered, low-ego group motivated to make waves in the lives of seniors and the healthcare industry
• We're solving complex, vital problems that affect real people and need bright, focused, driven minds like yours to help us achieve our goals
• We empower team members to act like owners and have designed a learning-focused environment where you get ongoing support and regular feedback to help you grow
• We host social events to celebrate wins, mark team member milestones and let go by having fun

Benefits Designed for You and Yours

• Medical, vision, and dental insurance
• FSA and Dependent Care FSA
• 401K retirement plan
• 10 paid holidays
• 3 weeks paid time off
• Paid sick days
• Paid parental leave
• Cell phone reimbursement
• Monthly wellness allowance
• Professional/personal development annual allowance

Physical Demands and Working Conditions:

• Work Environment: As a remote team member, you must have a confidential space to ensure HIPAA compliance and to preserve patient PHI. You are responsible for maintaining reliable wifi. PCCs are expected to be available for the entirety of their shift and work in a quiet, private place that upholds HIPPA standards. PCCs must be willing to work at the times needed to provide service to meet patient needs. This role includes an after-hours rotation. This role is a unique opportunity to make a meaningful impact in the lives of senior residents, requiring a blend of technical proficiency, exceptional interpersonal skills, and a deep commitment to providing quality senior care
• Each PCC is required to participate in an after-hours shift rotation. This is a mandatory component of the role, designed to ensure continuous, high-quality patient care outside of regular business hours

Pine Park Health is an equal opportunity employer — we aim to recruit, hire, develop, compensate, and promote regardless of race, religion, country of origin, gender, sexual orientation, gender expression/dentity, age, marital status, veteran status, or disability.

This is not necessarily an all-inclusive list of job-related responsibilities, duties, skills, efforts, requirements, or working conditions. While this is intended to be an accurate reflection of the current job, the Company reserves the right to revise the job or to require that other or different tasks be performed as assigned. All job requirements are subject to possible revision to reflect changes in the position requirements or to reasonably accommodate individuals with disabilities. This job description in no way states or implies that these are the only duties to which will be required in this position, employees may be required to follow other job-related duties as requested by their supervisor/manager (within guidelines and compliance with Federal and State Laws). Continued employment remains on an "at-will" basis.