Remote Primary Care Coordinator (Medical Assistant)

Welcome to Pine Park Health!About UsPine Park Health is a value-based primary care practice that is redesigning how residents of senior living communities get or stay healthy and lead a life they love. We’re on a mission to dramatically improve healthcare for seniors by building a new model of care that’s designed around everyone involved — patients, families, community staff members, providers, and payers.We’ve started by providing regular prevention and screening, care for chronic conditions, lab work, and diagnostic testing to patients in their apartments. We visit each community frequently to see patients and collaborate on patient health needs with staff. We also make it easier for patients to get care urgently with same-day or next-day care, helping them avoid unnecessary trips to the ER or hospital.Over 185 communities across Arizona, California, and Nevada work with Pine Park Health today and we’re growing quickly to expand our reach and impact. Investors include First Round Capital, Google’s AI fund, Canvas Ventures, Foundation Capital, Y Combinator, and Susa. If you’re a determined and mission-oriented person who is looking to build the future of healthcare for seniors, join us!The OpportunityThe Primary Care Coordinator serves as the central point of contact for our primary care geriatric care team, managing 500-600 patients alongside nurses and Primary Care Providers. The role focuses on coordinating patient care, maintaining relationships with senior living facilities, and ensuring excellent healthcare delivery through effective communication and documentation.Key Responsibilities:
• Serve as primary contact for patients, families, and providers
• Schedule and coordinate medical appointments
• Manage patient documentation and EMR updates
• Process urgent care calls and STAT tasks
• Participate in mandatory after-hours shift rotation
• Handle communications via phone, email, text, and fax
• Coordinate with community partners and specialty providers
• Facilitate new patient onboarding

Key Evaluation Metrics: Success will be measured in the following focus areas:

Inbound Phone Calls:
• Answer 95% of inbound calls within 60 seconds and expect ~30 inbound calls / day
• Aim for an average wait time of less than 30 seconds
• Ensure caller wait times do not exceed 2 minutes
Task Completion:
• Messages and Clinical Emails: Address 95% within 2 hours
• Complete routine tasks within 7 days; STAT tasks completed within 24 hours
• Proactively contact all newly enrolled patients within 24 hours to schedule a welcome visit
• Complete 100% of visit reminder calls each day and expect to make ~20 reminder calls / day
Voicemails:
• Close/resolve all urgent voicemails within 1 hour
• Return non-urgent voicemails within 1 business day
• Ensure after-hours voicemails are addressed within first 2 hours of next business day
Patient Care Management:
• Ensure accurate logging of all patient encounters for chronic care management
• Log 6 hours per day of care coordination using our custom logging software
• Assist with improvement projects related to quality and efficiency
• Achieve a patient satisfaction survey score of 8.5/10 or higher
Requirements:
• High School Diploma (some college preferred)
• Basic understanding of Primary Care Operations
• Medical Assistant Certification preferred
• Reliable internet and HIPAA-compliant workspace
• Comfort with healthcare technology platforms
• Ability to thrive in a fast-paced, changing environment
• Attendance is critical in this role to ensure quality patient care
• Must be able to work ~5 on call overnights and/or weekends
• Ongoing Regulatory Requirement: Must not be on any exclusion or debarment from
participation in Federal Health Care Programs at any time and must remain in good standingwith government regulators such as the OIG, CMS, etc.

Benefits Designed For You and Yours

Stock Option Plan
Paid Parental Leave
Medical, Vision, and Dental Insurance
401K Retirement Plan
Mileage and Cell Phone Reimbursement
Annual Wellness Allowance
Professional and Personal Development Annual Allowance
FSA and Dependent Care FSA
10 Paid Holidays
Generous Paid Time Off
Paid Sick days

Physical / Environment Requirements:

This is a remote position that requires the employee to be available and actively working at their computer/workstation during all designated business hours and/assigned work schedule. This role cannot be performed intermittently or outside of the standard schedule due to the real-time nature of incoming patient calls and STAT tasks.
This is a remote position requiring the ability to work from a home office with a reliable internet connection
Reliable internet and HIPAA-compliant workspace; you must have a confidential space to ensure HIPAA compliance and to preserve patient PHI.
Must be able to sit and