Triage Medical Assistant

Position Summary 

The Medical Assistant supports clinic operations through triage-based responsibilities, patient intake, and clinical administrative support within the Pain Management Clinic and Surgery Procedure Center. This role is foundational to the Medical Assistant career path at Mays & Schnapp and focuses on professionalism, accuracy, patient experience, and development of core clinical competencies. 

The Triage Medical Assistant is responsible for managing patient communication through voicemail and telephone encounters within the eClinicalWorks (eCW) system, supporting compliance-related processes, and assisting with coordination of patient care. This role also supports Durable Medical Equipment (DME) fitting, Connect Program (CCM) activities, and urine drug screen (UDS) workflows. 

This position offers growth opportunities into expanded provider support responsibilities through the Medical Assistant tier progression structure. 

Essential Duties & Responsibilities 

Triage & Patient Communication 

• Manage and respond to patient voicemails and telephone encounters within the eClinicalWorks (eCW) electronic medical record system.  

• Triage patient concerns, medication requests, refill requests, and clinical questions according to clinic protocols and provider direction.  

• Communicate professionally with providers, nurses, pharmacies, imaging facilities, and outside healthcare organizations to coordinate patient care.  

• Document all patient communication accurately and timely within the EMR.  

• Provide patients with instructions regarding treatment plans, appointments, procedures, and aftercare as directed.  

Clinical & Administrative Support 

• Perform patient intake and update medical records accurately and efficiently.  

• Collect, document, and process urine drug screens (UDS) in accordance with clinic compliance standards and protocols.  

• Support Durable Medical Equipment (DME) processes including patient fitting, education, and documentation.  

• Assist with Connect Program (CCM) coordination and patient engagement activities.  

• Prepare and organize patient charts, imaging, laboratory results, and clinical documentation for provider review.  

• Maintain exam rooms, clinical supplies, and equipment to support efficient clinic operations.  

• Assist with scheduling coordination and patient flow as needed.  

• Ensure compliance with HIPAA, infection control standards, safety guidelines, and organizational policies.  

Team Collaboration & Professionalism 

• Deliver compassionate, patient-centered care aligned with the mission and values of Mays & Schnapp.  

• Collaborate effectively with clinical and administrative team members to support operational efficiency and positive patient experiences.  

• Demonstrate professionalism, reliability, and adaptability in a fast-paced clinical environment.  

• Support additional operational or clinical responsibilities as assigned.  

Competency Expectations 

• Demonstrates professionalism, reliability, and strong communication skills.  

• Works effectively within established clinic workflows and protocols.  

• Builds foundational clinical expertise and critical thinking skills.  

• Maintains accuracy, efficiency, and attention to detail in documentation and patient communication.  

• Demonstrates compassion and respect in all patient and team interactions.  

Qualifications 

Education 

• Graduate of an accredited Medical Assistant program preferred.  

• Current Medical Assistant certification preferred but not required.  

Experience 

• Minimum of two years of clinical experience preferred.  

• Experience in pain management, neurology, orthopedics, spine, or specialty clinic settings preferred.  

• Experience using eClinicalWorks (eCW) strongly preferred.  

Skills & Abilities 

• Strong verbal and written communication skills.  

• Strong organizational skills and attention to detail.  

• Ability to multitask and prioritize responsibilities in a fast-paced environment.  

• Proficiency with EMR systems and basic computer applications.  

• Ability to maintain professionalism and composure under pressure.  

• Understanding of HIPAA regulations and patient confidentiality standards.  

Physical Requirements 

• Ability to sit, stand, walk, bend, and lift moderate weight throughout the workday.  

• Ability to perform repetitive clinical and administrative tasks as required.