Job Description:
• Manage an assigned patient panel supporting Remote Patient Monitoring (RPM) and Chronic Care Management (CCM) enrollment and engagement
• Meet or exceed outreach, conversion, and monthly patient touchpoint objectives
• Complete timely, accurate, and compliant documentation according to policies, clinical protocols, and billing requirements
• Model high standards of outreach quality, professionalism, and patient-first service
• Monitor daily Medical Assistant productivity, enrollment performance, and documentation quality
• Identify performance trends and implement corrective actions when metrics fall below expectations
• Conduct regular one-on-one coaching sessions aligned with operational data, KPIs, and program outcomes
• Manage patient caseload distribution and escalate workload constraints or performance concerns to clinical leadership with documented action plans
• Lead onboarding and training for newly hired Medical Assistants
• Develop and enhance SOPs, training materials, and workflow reference resources
• Identify development opportunities and design targeted training initiatives
• Partner with Human Resources on recruitment, candidate evaluation, and hiring recommendations
• Identify staffing needs and communicate resource requirements
• Conduct documentation audits and provide actionable quality-improvement feedback
• Monitor team KPIs through performance dashboards and use data-driven insights in coaching, reviews, and team meetings
• Ensure Medical Assistants remain current on clinical protocols, payer requirements, regulatory expectations, and compliance standards
• Analyze operational and clinical performance metrics to improve patient engagement, productivity, quality outcomes, and program performance
• Represent Welby Health’s technology-enabled healthcare model to patients and families
Requirements:
• 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
• Previous experience serving in a Lead Medical Assistant or supervisory role with direct people management responsibilities (preferred)
• Experience in case management, chronic care management, and/or telehealth (preferred)
• Bilingual or multilingual proficiency (preferred)
• Familiarity with remote physiological monitoring, electronic medical record (EMR) or electronic health record (EHR) systems, and patient engagement tools (preferred)
Benefits: