Medical Assistant/ Care Coordinator

Position Summary

The Certified Medical Assistant (CMA) or Registered Medical Assistant (RMA) supports beHuman’s virtual healthcare operations by assisting providers with patient intake, chart preparation, clinical documentation support, provider-directed workflows, follow-up coordination, and patient communication.

This is a hybrid role that combines the responsibilities of a Medical Assistant, Care Coordinator, Scheduling Coordinator, Front-End Patient Support Specialist, Billing Support Specialist, and Clinical Operations Support team member. The CMA/RMA plays a critical role in ensuring efficient workflows, continuity of care, accurate documentation, effective patient communication, and a positive patient experience.

The CMA/RMA collects and documents patient-reported information, assists with administrative components of clinical care, supports provider-directed orders and referrals, coordinates follow-up activities, helps manage provider schedules, and communicates approved instructions to patients using established protocols.

All responsibilities must be performed within the employee’s education, training, credentials, delegated authority, and applicable scope-of-practice requirements.

Essential Duties and ResponsibilitiesVirtual Patient Intake and Visit Preparation

• Assist patients with virtual intake and appointment preparation.
• Contact patients before appointments to confirm demographics, medical history, medications, allergies, and other required information.
• Collect and document patient-reported clinical information using approved workflows.
• Assist patients with accessing telehealth appointments and resolving basic technical issues.
• Prepare patient charts for provider review and identify missing documentation.
• Route clinical concerns or questions to the appropriate licensed provider.
• Manage provider schedules and assist with appointment coordination.
• Schedule, reschedule, and confirm patient appointments as needed.
• Provide front-end patient support and serve as a primary point of contact for administrative inquiries.

Clinical Documentation and Chart Management

• Enter patient-reported information into the electronic medical record (EMR) accurately and timely.
• Review charts for completeness and identify missing forms, records, or results.
• Organize relevant clinical information for provider review.
• Maintain accurate, objective documentation in accordance with organizational standards.
• Protect patient confidentiality and comply with documentation requirements.

Provider Support and Clinical Operations

• Support provider-directed orders, referrals, laboratory workflows, imaging requests, and follow-up activities.
• Assist with administrative components of clinical workflows according to established procedures.
• Route tasks to providers and team members for review, approval, and completion.
• Monitor outstanding clinical tasks and communicate delays or missing information.
• Coordinate follow-up appointments and provider-directed next steps.
• Assist with coding or billing-related activities when appropriately trained and authorized.
• Serve as a care coordinator by tracking patient follow-up needs, referral completion, testing status, and continuity-of-care activities.
• Coordinate communication between patients, providers, pharmacies, laboratories, imaging centers, and external healthcare partners as directed.

Patient Communication and Follow-Up

• Communicate provider-approved instructions using authorized scripts and protocols.
• Assist with follow-up communications regarding referrals, testing, medical records, and provider-directed care plans.
• Respond to routine administrative inquiries and appropriately escalate clinical questions.
• Document patient communications and follow-up attempts in designated systems.
• Relay normal laboratory results only when authorized by a licensed provider and permitted by applicable regulations.

Patient Safety and Escalation

• Recognize circumstances requiring clinical escalation.
• Promptly route urgent patient concerns, potential emergencies, or safety issues to the appropriate licensed clinician.
• Notify providers or leadership regarding workflow concerns that could impact patient care.
• Follow established escalation procedures and document actions taken.

Administrative Support

• Assist with medical record requests, document collection, and chart organization.
• Support referral management, labor…