Medical Assistant

Nolia Health is a virtual-first healthcare organization dedicated to supporting older adults living with chronic and complex conditions, including dementia, and the family caregivers who support them. Through programs such as GUIDE (Guiding an Improved Dementia Experience), Chronic Care Management (CCM), Principal Care Management (PCM), Cognitive Care Services, and Behavioral Health Services, Nolia provides interdisciplinary, caregiver-centered care that helps families navigate healthcare systems and access the support they need.

The Medical Assistant serves as a key member of Nolia's interdisciplinary team, supporting patients, caregivers, Care Navigators, therapists, nurse practitioners, and physicians. This role combines traditional medical assistant responsibilities with care coordination, patient navigation, scheduling, operational support, and population health outreach.

The ideal candidate is highly organized, compassionate, technologically savvy, proactive, and comfortable working independently in a fast-paced virtual healthcare environment. Success in this role requires exceptional communication skills, strong problem-solving abilities, attention to detail, and a genuine passion for supporting older adults and family caregivers.

This is a highly collaborative role for someone who enjoys helping people, solving problems, and ensuring that patients and caregivers receive timely support and access to services.

• 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.
• Ensure clients have all forms signed before their appointment
• Client complaint and resolution support
• Support in maximizing and utilizing clinician time efficiently

• 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.
• Work closely with front-line staff to optimize patient access and scheduling.
• Support faxing, records requests, forms, and clinical documentation workflows.
• Assist clinicians with administrative tasks that improve efficiency and patient care.
• 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

• Support patients and caregivers enrolled in the GUIDE program.
• Conduct routine outreach and engagement activities.
• Assist with caregiver education and training initiatives.
• Track required GUIDE activities and documentation.
• Support interdisciplinary collaboration among Care Navigators, therapists, nurse practitioners, and physicians.

• 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.
• Experience with Medicare, Medicare Advantage, and insurance verification processes.
• Experience in care management, population health, social services, or patient navigation.
• Familiarity with community-based resources and healthcare systems.
• Experience in a virtual healthcare or telehealth environment.
• Bilingual language skills.

The ideal candidate is someone who thrives in a dynamic environment and enjoys helping patients navigate complex healthcare systems. They are resourceful, proactive, and comfortable taking ownership of problems through resolution.

They are equally comfortable speaking with caregivers, coordinating with clinicians, troubleshooting technology issues, managing multiple priorities, and ensuring patients receive timely support.

Most importantly, they understand that exceptional care is often delivered through communication, coordination, and ensuring that no patient or caregiver falls through the cracks.