Lead Medical Assistant at Welby Health

Lead Medical Assistant

The Lead Medical Assistant is a working team leader who maintains an active patient support caseload while overseeing the performance, development, and day-to-day execution of Welby Health's Medical Assistant team. In this role, approximately half of your time is dedicated to direct patient care responsibilities, including patient outreach, enrollment, documentation, and ongoing program engagement. Through these responsibilities, you will model the high standards of outreach quality, operational excellence, and patient-first service expected of every Medical Assistant on the team.

As a Lead Medical Assistant at Welby Health, you will dedicate the remaining half of your time to providing leadership, coaching, training, and development for the Medical Assistant team to ensure the consistent achievement of productivity, enrollment, and quality performance objectives. Furthermore, you will represent Welby Health’s innovative healthcare model to patients and their families, helping them understand how our solutions support long-term health management while empowering them to take an active role in their care.

Key Responsibilities

• Manage an assigned patient panel supporting Remote Patient Monitoring (RPM) and Chronic Care Management (CCM) enrollment and engagement, consistently meeting or exceeding outreach, conversion, and monthly patient touchpoint objectives
• Complete timely, accurate, and compliant documentation in accordance with Welby Health policies, clinical protocols, and applicable program billing requirements
• Model the high standards of outreach quality, professionalism, and patient-first service expected of all Medical Assistants
• Monitor daily Medical Assistant productivity across outreach activity, enrollment performance, and documentation quality, proactively identifying performance trends and implementing corrective actions when metrics fall below expectations
• Conduct regular one-on-one coaching sessions with each Medical Assistant, providing performance feedback that is directly aligned with operational data, key performance indicators, and program outcomes
• Manage patient caseload distribution to optimize team capacity and operational efficiency, while escalating workload constraints or performance concerns to clinical leadership with documented action plans
• Lead the onboarding and training of all newly hired Medical Assistants, ensuring successful integration into the team and achievement of expected productivity standards within the first thirty (30) days of employment
• Develop, maintain, and continuously enhance Standard Operating Procedures (SOPs), training materials, and reference resources supporting Medical Assistant workflows and documentation standards
• Identify individual and team-wide development opportunities and design targeted training initiatives to proactively address skill gaps and improve overall team performance
• Partner with Human Resources throughout the recruitment process to establish hiring criteria, evaluate candidates, and provide hiring recommendations based on qualifications, competencies, and organizational culture alignment
• Proactively identify staffing needs and communicate resource requirements to support timely recruitment efforts before operational gaps impact performance
• Conduct periodic documentation audits to ensure compliance with organizational standards and deliver structured, actionable feedback that drives sustained quality improvement
• Monitor team key performance indicators (KPIs) through performance dashboards and incorporate data-driven insights into coaching conversations, performance reviews, and team meetings
• Ensure all Medical Assistants remain current on Welby Health clinical protocols, payer requirements, regulatory expectations, and program compliance standards
• Analyze operational and clinical performance metrics to identify trends, evaluate team performance, and implement data-driven strategies that improve patient engagement, productivity, quality outcomes, and overall program performance

Required Qualifications

• Associate’s degree in a healthcare related field
• Active and valid medical assistant (MA) certification in good standing
• Approximately five (5) or more years of direct patient care experience in medical-surgical or home care
• Exceptional written and verbal communication skills
• Ability to work independently in a remote, technology-enabled environment
• Strong organizational skills with attention to detail and follow-through
• Demonstrated ability to interpret performance dashboards, analyze operational metrics, and hold team members accountable to established performance expectations

Preferred Qualifications

• Previous experience serving in a Lead Medical Assistant or supervisory role with direct people management responsibilities
• Experience in case management, chronic care management, and/or telehealth
• Bilingual or multilingual proficiency
• Familiarity with remote physiological monitoring, electronic medical record (EMR) or electronic health record (EHR) systems, and patient engagement tools