Certified Medical Assistant - Remote Primary Care Coordinator (Monday–Friday 10:00am–7:00pm PST)

*** Work schedule Monday–Friday 10:00 am–7:00pm PST **

The Opportunity:

The Primary Care Coordinator is the operational and relational backbone of our geriatric primary care team. You will own care coordination for a panel of 500–600 patients — managing real-time communication, triaging urgent clinical needs, maintaining documentation integrity, and serving as the trusted point of contact for patients, families, facility staff, and providers.

This is not a passive coordination role. You will make real-time judgment calls that directly affect patient safety outcomes. The seniors we serve are medically complex, often frightened, and counting on someone who shows up fully — every shift, every call, every task.

What you'll do:

• Serve as the primary point of contact for patients, families, facility partners, and providers across your assigned patient panel
• Triage and prioritize urgent care requests, STAT tasks, and time-sensitive clinical communications in real time
• Maintain accurate, compliant patient documentation within our EMR system
• Proactively manage appointment scheduling, follow-up care, and interdisciplinary communication
• Lead new patient onboarding, ensuring each patient is contacted and scheduled within 24 hours of enrollment
• Participate in after-hours on-call rotation to support continuity of care
• Contribute to quality improvement initiatives and operational efficiency projects

How We Measure Success

Patient Communication & Responsiveness

• 95% of inbound calls answered within 60 seconds (~30 calls/day)
• Average caller wait time under 30 seconds; maximum not to exceed 2 minutes
• Urgent voicemails resolved within 1 hour; non-urgent within 1 business day
• After-hours voicemails addressed within 2 hours of next business day open

Care Coordination & Task Management

• 95% of clinical messages and emails addressed within 2 hours
• Routine tasks completed within 7 days; STAT tasks within 24 hours
• 100% of daily visit reminder calls completed (~20 calls/day)

Documentation & Quality

• Minimum 6 hours of care coordination activity logged daily
• Patient satisfaction scores of 8.5/10 or higher
• Full compliance with HIPAA, CMS, and OIG requirements at all times

Qualifications:

• 2+ years of direct patient care experience in a clinical setting (Medical Assistant, LVN/LPN, CNA, Phlebotomist, Patient Care Technician, or similar role)
• Experience in healthcare coordination, patient services, or clinical operations
• Geriatric, Medicare Advantage, or value-based care experience strongly preferred
• Strong triage and prioritization skills in high-volume, real-time environments
• Proficiency with EMR/EHR systems and healthcare technology platforms
• Exceptional communication skills across diverse stakeholders (patients, families, physicians, facility leadership)
• Self-directed and accountable; able to work independently in a remote setting
• Available for on-call shifts: approximately 5 overnight and/or weekend shifts per rotation
• Remote work setup: reliable high-speed internet and dedicated, HIPAA-compliant workspace required
• Regulatory compliance: must maintain good standing with OIG, CMS, and Federal Health Care Programs (no exclusions or debarments)

Benefits Tailored for You and Your Family:

• Comprehensive medical, vision, and dental insurance for you and your dependents
• Flexible spending accounts for health and dependent care expenses
• 401(k) retirement plan to help secure your financial future
• PTO and Sick Leave
• 6 weeks of paid parental leave for growing families
• Monthly wellness allowance to support your physical and mental health
• Monthly cell phone stipend

Pine Park Health is an equal opportunity employer. Employment is at-will. 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.