Advice Line Medical Assistant

Virginia Physicians for Women (VPFW) is hiring for an Advice Line Medical Assistant to work full time out of our Koger Center Blvd – Midlothian office. The ideal candidate will demonstrate excellent customer service skills, strong work ethic, and the ability to multitask in a high volume environment.

The Advice Line Medical Assistant will triage and assess patient calls to identify emergency situations, provide guidance on medical concerns, and approve same day appointment needs. Additionally, the position will be responsible for managing patient communications received through Klara, a secure, HIPAA-compliant text-based messaging platform. This includes monitoring and responding to incoming patient messages, triaging concerns appropriately, and ensuring accurately, timely communication in accordance with VPFW guidelines.

Essential Functions:

• Responds to telephone inquiries from patients, making assessments for medical care.
• Monitors and responds to incoming patient messages via the Klara text-based platform, assessing urgency and addressing concerns appropriately.
• Uses clear, professional, and empathetic written communication when responding to patients through Klara.
• Routes Klara messages to appropriate team members (clinical or administrative) as needed, based on message content and urgency.
• Provides a variety of customer services to include making emergency appointments, processing refill requests, filling prescriptions and addressing patient medical concerns.
• Acts as a liaison between the physician and the patient.
• Faxes and responds to faxes from pharmacies.
• Performs all other duties as assigned by management.
• Regular and predictable attendance.

Knowledge Skills and Abilities:

• Demonstrates good listening skills and the ability to ask probing questions, understand concerns and overcome objections.
• Presents a professional demeanor in communicating information for patients while developing a rapport with patients.
• Assesses inquiries with good judgment and communication to assure the most appropriate response.
• Ability to solve patient problems, treat patients with dignity and respect and respond quickly to patient needs.
• Maintains a high level of understanding of current physician preferences.
• Demonstrates proficiency in medical terminology and clinical treatment.
• Ability to communicate clearly and professionally in a written format using digital platforms such as Klara.
• Comfort and familiarity with managing patient interactions through secure, text-based messaging systems.

Education and Experience:

• One year or more of previous OB/GYN clinical experience 
• Current CCMA, or ability to obtain within 12 months of hire