Triage Medical Assistant [Full-Time]
About Guideway Care *
Guideway Care is The Patient Activation Company™. We don't just "engage" patients; we activatethem. By utilizing our proprietary Motivational Patient Guidance (MPG) model and AI-powered technology, we resolve the practical and psychological barriers that prevent patients from taking their "next right action."™
Job Summary:
We are seeking a detail-oriented, tech-savvy, and compassionate Medical Assistant (MA) to join our Remote Triage Team. In this virtual care role, you will be the front line of non-clinical patient support—gathering key information, coordinating communication between patients and providers, and guiding patients toward appropriate next steps in their care journey.
The Remote Triage MA plays a vital role in ensuring timely follow-up and seamless communication in high-volume, multi-specialty settings. Your ability to remain calm, professional, and personable during patient interactions is essential to building trust and delivering excellent service.
Shifts available:
- Monday - Friday: 10:00 AM - 7:00 PM CST
Essential Functions:
- Manage inbound and outbound patient communications via phone and secure messaging with professionalism, accuracy, and compassion.
- Collect patient information including symptoms, demographics, and medication updates, and document these appropriately in the Electronic Medical Record (EMR).
- Use pre-approved clinical triage protocols and scripts to guide patients through appropriate next steps (e.g., scheduling, provider messaging, or escalation).
- Assist patients with navigating digital tools (e.g., patient portal), appointment follow-ups, and non-emergent health concerns.
- Collaborate with LPNs, RNs, and providers by routing messages, submitting refill requests, and supporting documentation needs such as FMLA, ADA, or disability paperwork.
- Maintain accuracy and compliance with HIPAA regulations and internal documentation standards.
- Any other duties nessessary to drive our values, fulfill our mission, and abide by our company values.
Required Skills/Abilities:
- Completion of an accredited Medical Assistant program and active Medical Assistant certification (CMA, RMA, NCMA, or equivalent).
- Minimum of 3–5 years' experience in a healthcare setting such as primary care, ambulatory care, or community health.
- Prior telehealth, remote triage, or virtual care support experience preferred.
- Strong communication skills with a calm, professional phone demeanor.
- Excellent computer proficiency and experience working with EMRs (Epic, Cerner, Greenway, etc.).
- Proven ability to manage multiple tasks, stay organized, and document interactions accurately and thoroughly.
- Deep commitment to patient privacy, confidentiality, and empathetic service.
Supervisory Responsibilities:None
Travel Requirements: 0%
Work Authorization:
-
Guideway Care does not offer Immigration or work visa sponsorship
Total Rewards:
The pay rate for this role is $18 per hour and being offered remotely
In addition, team members enjoy …
Benefits package including:
- Medical Insurance
- Vision Insurance
- Dental Insurance
- Flexible Spending Account (FSA),
- Company paid short- and long-term disability,
- Employee Assistance Program,
- Life Insurance,
- Accident insurance,
- and other voluntary benefit programs for employees and their eligible dependents.
- 401(k) retirement plan with a company match
Essential Duties and Responsibilities
- Able to work remotely at home in a private HIPAA compliant workspace
- Able to house company equipment needed to perform job
- Broadband Internet Access - Internet download speed must be at least 24 mbps and upload speed at least 4 mbps
- Immigration or work visa sponsorship will not be provided
- Physical Demands:
- Ability to hear in normal range and wear a headset / earpiece
- Good visual acuity to read computer screens, scripts, forms etc.
- May sit 100% of the time when taking calls
- Acce