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