Patient Experience Coordinator/Medical Assistant

Job Summary

The Patient Care Coordinator/Medical Assistant serves as a key member of the Longevity team, providing both clinical and administrative support to ensure an exceptional patient experience and efficient practice operations. As the first point of contact for patients, this role is responsible for front desk reception, appointment scheduling, patient communications, care coordination, and clinical support activities. The position partners closely with providers, laboratory partners, administrative staff, and external vendors to deliver compassionate, high-quality service throughout the patient's continuum of care, whether onsite or through telehealth services.

Job Duties

• Serve as the primary point of contact for patients, visitors, and guests, creating a welcoming, professional, and patient-centered environment.
• Answer incoming calls, respond to patient inquiries, and route communications appropriately.
• Schedule, coordinate, confirm, and manage patient appointments for onsite and telehealth services.
• Maintain provider schedules and assist with appointment management to optimize clinic efficiency and access to care.
• Conduct proactive patient outreach and follow-up regarding appointments, treatment plans, laboratory testing, services, and patient satisfaction initiatives.
• Provide clinical support by preparing patients for appointments, obtaining and documenting patient information, assisting providers as needed, and maintaining accurate records in Athena EMR.
• If certified in Phlebotomy, Perform phlebotomy and specimen collection according to established protocols and quality standards.
• Coordinate laboratory operations, including establishing and maintaining laboratory accounts, communicating with laboratory representatives, scheduling specimen pickups, and resolving laboratory-related issues.
• Coordinate communication and services among providers, clinical staff, administrative teams, laboratories, vendors, and external partners.
• Monitor and maintain clinical, office, and laboratory supply inventories; prepare supply orders and ensure adequate inventory levels are available to support daily operations.
• Ensure accurate, complete, and timely documentation within Athena EMR and other designated systems.
• Maintain compliance with organizational policies, procedures, regulatory requirements, infection control standards, and patient privacy laws.
• Uphold the highest standards of confidentiality, professionalism, and patient safety.
• Assist with administrative projects, process improvements, special assignments, and other duties as assigned.

Education and Experience

• High school diploma or equivalent required.
• Medical Assistant certification or equivalent clinical training preferred.
• Phlebotomy certification and demonstrated proficiency in blood collection is required to provide phlebotomy services. Providing such services is preferred for this role.
• Two (2) or more years of experience in a medical office, physician practice, outpatient healthcare setting, wellness clinic, or related healthcare environment preferred.
• Experience supporting front desk operations, patient scheduling, clinical workflows, care coordination, and laboratory services preferred.
• Experience using electronic medical records, scheduling systems, and standard office software required.

Knowledge, Skills, and Abilities

• Strong customer service and interpersonal skills with the ability to interact professionally and empathetically with patients, providers, vendors, and team members.
• Proficiency in phlebotomy techniques, specimen handling, and clinical support functions, preferred.
• Strong understanding of medical office operations, scheduling processes, and patient care coordination.
• Excellent verbal and written communication skills.
• Strong organizational, time management, and multitasking abilities.
• Ability to manage multiple priorities in a fast-paced healthcare environment while maintaining accuracy and professionalism.
• Strong attention to detail and the ability to maintain accurate documentation and records.
• Proficiency with Athena EMR, electronic health records, scheduling platforms, Microsoft Office, and other healthcare technology systems.
• Ability to exercise sound judgment, solve problems independently, and escalate issues appropriately.
• Ability to collaborate effectively across clinical, administrative, laboratory, and vendor partnerships.
• Commitment to maintaining patient confidentiality and handling sensitive information with discretion.
• Ability to learn and adapt to new technologies, processes, and patient engagement tools.