Virtual Clinical Assistant

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.

The Virtual Clinical Assistant provides patient-centered clinical, administrative, and operational support for Kind Clinic Virtual Services. Working exclusively in a virtual setting and within approved protocols and assigned scope, this role prepares and maintains accurate patient information, supports provider workflows and follow-up, coordinates routine care tasks, and promptly escalates clinical questions or exceptions to the appropriate clinician or Virtual Clinic Administrator.

Core Functions:

• 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 to the appropriate parties, 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.
• Satisfactory completion of other duties as assigned.

Key Performance Indicators

The following indicators reflect satisfactory performance in this role:

1. Completes assigned schedule scrubbing and pre-visit chart preparation by established daily deadlines, with missing information and exceptions/concerns documented and escalated.
2. Completes assigned lab reminders, reschedule work, TNP/TIQ tasks, and patient follow-up within department turnaround standards, with outreach attempts documented.
3. Meets department accuracy and completeness standards for intake, medication-reconciliation support, and electronic health record documentation.
4. Maintains assigned queues within service expectations, completes required training and privacy requirements, and promptly escalates safety, scope, or accuracy concerns.

Compensation

Based on the position’s duties and requirements, this role has a starting hourly rate of $21.63. The initial hourly rate will be determined by the selected candidate’s qualifications and relevant experience.

Requirements

Education and/or Licensure - 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.

Experience – 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.

Additional Requirements - This role is primarily virtual; however, applicants must currently reside in or willing to relocate to Texas prior to start of employment. Occasional in-person attendance may be required for trainings, events, meetings, etc. 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. Bilingual English/Spanish proficiency is a plus.

Knowledge Skills and Abilities

• 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; additional language skills are desirable.
• 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.

Physical Requirements/Environmental Conditions

Perform the following with or without reasonable accommodations:

• 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.

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

Applicant Information

• Submitting official transcripts, diplomas, certifications and licenses may be required prior to final offer. Unofficial transcripts and copies of other relevant documents may be attached to the application for consideration in advance.
• Information regarding employment history as it relates to the qualifications of the position may be needed for employment verification.
• The applicant selected for employment is subject to a pre-employment background check. A history of conviction may not automatically disqualify an applicant. Applicants with a history of conviction may be considered on a case-by-case basis, after individualized assessment of factors including the nature of the conviction, the job duties and responsibilities, the length of time since the conviction, and evidence of mitigation or rehabilitation. If required for the position, a physical, motor vehicle record evaluation, and additional background checks may be conducted.

EEO Statement: 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.

Beware of Employment Scams

Kind Clinic and Texas Health Action are aware of fraudulent job offers and recruitment scams that falsely claim to represent our organization.

Please note:

• We will never ask for payment, gift cards, or financial information as part of the hiring process.
• Legitimate communications from our recruitment team will come from an official @texashealthaction.org email address (or other verified organizational channels).
• Interviews are not conducted through text message or chat apps.
• Any employment offer will follow a formal interview process.

If you receive a suspicious message claiming to represent Kind Clinic or Texas Health Action, do not provide personal or financial information. If you are unsure whether a communication is legitimate, please contact us at hr@texasheralthaction.org before responding.