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About the Role

The Virtual Clinical Assistant provides patient-centered clinical, administrative, and operational support for Kind Clinic Virtual Services. This role prepares and maintains accurate patient information, supports provider workflows and follow-up, coordinates routine care tasks, and escalates clinical questions or exceptions to the appropriate clinician or Virtual Clinic Administrator.

Responsibilities

• Support virtual patient intake by confirming and documenting demographics, medical history, allergies, pharmacy information, and current medication lists for clinician review.
• Complete medication-reconciliation support within approved workflows; identify discrepancies and route clinical questions or concerns to the appropriate clinician.
• Scrub schedules and review assigned Athena reports to identify missing information, scheduling concerns, and follow-up needs before virtual visits.
• Assist with reschedule queues, obtain needed patient information, and complete appointment-confirmation outreach to reduce delays and missed visits.
• Manage lab reminder workflows and contact overdue or lapsed patients; document outreach, troubleshoot/escalate non-clinical barriers, and escalate unresolved concerns.
• Complete assigned TNP/TIQ workflows by identifying provider follow-up plans, communicating with lab partners, and coordinating next steps for patients.
• Follow up on pre-check-in and digital tasks, including demographics, consents, contact information, insurance information, and chart reconciliation.
• Provide virtual check-out support, scheduling assistance, and follow-up on end-of-visit digital tasks and instructions documented by the care team.
• Monitor tickler lists and workflow dashboards and assist with provider inboxes, medical forms, Athena faxes, and pharmacy or clinic calls as assigned.
• Provide organization-approved medication education resources and other patient materials only as directed by a clinician and within assigned scope.
• Complete accurate, timely documentation in the electronic health record and operational systems while protecting confidentiality and complying with HIPAA, privacy, security, ethical, and organizational requirements.
• Provide respectful, culturally responsive, patient-centered service; collaborate with the care team, promptly escalate exceptions/concerns, and participate in assigned training and quality-improvement activities.
• Complete other duties as assigned.

Requirements

• Applicants must currently reside in or willing to relocate to Texas prior to start of employment.
• Ability to work full time from an approved HIPAA compliant private workspace with reliable connectivity and ability to use organization-approved equipment and communication platforms.
• Ability to remain seated and use a computer, telephone, headset, and video-conferencing tools for extended periods, with the ability to change position as needed.
• Ability to express and exchange detailed information by spoken word accurately, sometimes quickly, by telephone or video.
• Hearing sufficient, with or without correction, to perceive and understand detailed spoken information and make fine discriminations in sound.
• Perform repetitive motions with wrists, hands, and fingers and occasionally exert up to 12 pounds of force to lift, carry, push, pull, or otherwise move office equipment or objects.
• Visual acuity, with or without correction, sufficient to complete administrative and clinical-support documentation and inspect information on computer screens.
• Ability to work and concentrate in an approved private indoor workspace, manage frequent electronic interruptions, and move effectively among multiple tasks and systems.

Skills

• Use the electronic health record, Athena workflows, virtual communication platforms, and standard organizational applications to collect, verify, and document patient-reported information accurately without independently interpreting clinical information.
• Recognize questions or issues outside assigned scope and promptly escalate them to the appropriate clinician or leader.
• Protect confidential information and follow HIPAA, privacy, security, and ethical requirements in a remote-work environment.
• Communicate clearly and professionally in English by telephone, video, secure message, and written documentation while providing culturally responsive service to diverse communities.
• Prioritize and complete multiple time-sensitive queues and follow-up tasks within required deadlines, with reliable follow-through and accurate status documentation.
• Coordinate with virtual providers, laboratories, pharmacies, clinic staff, departments, and partners; troubleshoot routine workflow or access barriers and seek assistance when needed.
• Maintain dependable attendance, work the assigned schedule including weekends when required, accept feedback, and complete assigned learning.
• Bilingual English/Spanish proficiency is a plus.
• Additional language skills are desirable.

Location

• Virtual
• Texas

Work Type

• Virtual
• Full-time

Experience Level

• 2+ years in a medical practice support role such as medical assistant, virtual care support, ambulatory care support, care coordination, clinical administrative support, or equivalent is preferred
• Experience using an electronic health record is strongly preferred
• Experience with Athenahealth is preferred

Education Level

• High school diploma or GED required
• Completion of an accredited Medical Assistant program, Medical Assistant registration or certification, formal medical-services training in the United States Armed Forces, or equivalent healthcare training is preferred

Salary/Compensations

• Starting hourly rate of $21.63

Benefits

• Health Care Plan (Medical, Dental & Vision)
• Retirement Plan (403b)
• Life Insurance (Basic, Voluntary & AD&D)
• Paid Time Off (Vacation, Sick & Holidays)
• Short-Term & Long-Term Disability
• Training & Development
• Parental Leave
• Longevity Pay

About the Company

• Texas Health Action (THA) is a community-informed non-profit organization dedicated to providing access to culturally affirming, quality health services in a safe and supportive environment, with expertise in serving LGBTQIA+ people and those impacted by HIV.
• Kind Clinic proudly serves Texas with four vibrant locations: two in Austin, one in San Antonio, and another in Dallas plus virtual care services available to all residents across Texas.
• Bolstered by Waterloo Counseling Center and a passionate team of over 250 dedicated employees and volunteers, THA is at the forefront of promoting healthcare equity and accessibility throughout the state.
• Read more about THA here: http://texashealthaction.org.

Equal Opportunity

• Texas Health Action is proud to be an Equal Employment Opportunity and Affirmative Action employer.
• We do not discriminate based upon race, religion, color, national origin, gender (including pregnancy, childbirth, or related medical conditions), sexual orientation, gender identity, gender expression, age, status as a protected veteran, status as an individual with a disability, or other applicable legally protected characteristics.