Certified Medical Assistant - Clinical Operations

As a Certified Medical Assistant (CMA), you will serve as the operational partner to a distributed network of telehealth providers (MDs, NPs, PAs): keeping their daily visit and prescription queues moving, resolving patient situations in real time, catching prescription discrepancies before they reach the pharmacy, and providing hands-on support wherever the operation requires it. You are a versatile operator that can equally manage a visit queue and coordinate a state licensure application.

Patient coordination

• →Own inbound patient escalations end-to-end: dosing questions, medication switches, shipping/medication integrity issues, replacement orders, refund research, demographic corrections — call the patient, resolve or route, document the outcome, close the loop with CX
• →Conduct patient outreach by phone/email/VM to complete missing intake and refill forms, collect prior prescription documentation for dose verification, and confirm medication/pricing changes before orders are placed
• →Resolve live visit issues in real time: patients experiencing video, link, or other technical failures, last-minute reschedules, no-show verification and rebooking

Provider support & queue management

• →Assign and monitor daily asynchronous visit queues across the provider network; rebalance workloads, follow up on incomplete tasks, and flag stuck or duplicate encounters
• →Serve as first-line support for provider questions in Slack — platform navigation, workflow questions, documentation issues — and escalate clinical questions to the appropriate physician channel
• →Audit prescriptions against the provider's encounter documentation; catch molecule/dose mismatches and coordinate corrections with the provider and pharmacy
• →Monitor sync visit coverage; flag thin coverage days and coordinate added availability

Pharmacy & platform coordination

• →Work directly with multiple compounding pharmacy partners to verify, cancel, resubmit, and replace prescription orders; investigate missing tracking and delayed shipments; flag state-licensing misroutes before they ship
• →Serve as an operational point of contact for pharmacy account managers as new pharmacy partners and brands come online
• →Triage platform bugs (EHR, scheduling, prescribing) — document, escalate to engineering/product, verify fixes, and communicate changes back to providers

Provider onboarding, licensure & training support

• →Support new-provider onboarding logistics: account/credential setup, training scheduling and completion tracking, resource access, following up with non-responders
• →Assist with provider licensure and credentialing tracking: maintaining rosters, tracking application status, gathering documents
• →Help build and deliver provider training and reference documentation; keep the knowledge base current as workflows change

Practice operations coverage

• →Provide coverage for practice operations administrative work, including planned leave coverage for practice ops leadership: queue health monitoring across brands, provider workflow updates, surge coordination, and reporting support
• →Support provider licensure and credentialing operations: roster maintenance, application status tracking, document collection and follow-up
• →This role spans multiple brands and service lines — flexibility across products and willingness to learn new workflows is essential

• Current CMA certification is required (AAMA, AMT/RMA, NHA/CCMA, or equivalent)
• Ability to work on EST as well as weekend and evening rotation coverage is required 
• 2+ years of medical assistant or clinical support experience; telehealth, pharmacy, or weight-management/GLP-1 experience strongly preferred
• Strong working knowledge of medication terminology, prescriptions, and dosing conventions; the ability to review a chart and identify discrepancies
• Excellent patient-facing phone manner and the ability to handle confused or frustrated patients that require de-escalation
• Ability to manage multiple queues, communication channels, and follow-ups simultaneously without losing track of open items
• Technically proficient with EHRs, scheduling platforms, Slack, and Google Workspace
• Ability to learn new software quickly and troubleshoot issues independently
• Clear, professional written communication. Most of your work happens in writing, with providers, pharmacies, and internal teams
• Self-directed and reliable in a remote environment and raises issues early and follows through to resolution
• Clear understanding of scope of practice coordination and communication of clinical information without providing medical advice. Clinical decisions are always routed to a provider

• Experience supporting compounding pharmacy workflows or GLP-1 programs
• Prior provider onboarding, credentialing, or licensure coordination experience
• Experience working with distributed/1099 provider networks