Guideway Care

Medical Assistant

• Manage inbound and outbound patient communications via phone and secure messaging with professionalism, accuracy, and compassion.
• Collect patient information including symptoms, demographics, and medication updates, and document these appropriately in the Electronic Medical Record (EMR).
• Use pre-approved clinical triage protocols and scripts to guide patients through appropriate next steps (e.g., scheduling, provider messaging, or escalation).
• Assist patients with navigating digital tools (e.g., patient portal), appointment follow-ups, and non-emergent health concerns.
• Collaborate with LPNs, RNs, and providers by routing messages, submitting refill requests, and supporting documentation needs such as FMLA, ADA, or disability paperwork.
• Maintain accuracy and compliance with HIPAA regulations and internal documentation standards.
• Any other duties necessary to drive our values, fulfill our mission, and abide by our company values.

Triage Medical Assistant

Manager

• The LPN Care Manager supports patients through telephonic outreach, care coordination, and ongoing health education
• Responsibilities include monitoring care plans, scheduling appointments, reviewing medical records, documenting in EHRs, and facilitating access to medical services
• Manage and support patients’ healthcare needs via telephonic outreach
• Conduct and document visits by using several technology platforms and EHRs
• Monitors adherence to care plans, evaluates effectiveness, monitors patient progress in a timely manner, and facilitates changes as needed
• Facilitates patient access to appropriate medical and specialty providers
• Educates patients and family/caregiver(s) about relevant community resources
• Coordinates continuity of patient care with external healthcare organizations and facilities including from the primary care provider to a specialty care provider
• Supports patient self-management of disease and behavior modification interventions
• Provides patient health counseling, education and instruction
• Any other duties necessary to drive our values, fulfill our mission, and abide by our company values

Care Manager, Clinical - LPN

General

• Handle complex patient interactions including escalations or high-priority cases.
• Support new staff through feedback, mentoring, and quality assurance activities.
• Oversee appointment scheduling, insurance verification, and patient follow-ups.
• Collaborate with clinical and administrative teams to ensure seamless patient care coordination.
• Contribute to improving workflows and performance metrics within the call center.
• Manage multiple clients in a fast-paced environment.
• Any other duties necessary to drive our values, fulfill our mission, and abide by our company values.
• This role requires regular, reliable attendance during scheduled hours, as consistent presence is essential to performing the core duties of the position.

Senior Patient Activation Specialist

• Conduct comprehensive patient assessments and triage using evidence-based protocols and clinical guidelines.
• Respond to patient concerns through inbound and outbound telephone calls and secure patient messaging platforms.
• Assess symptoms, determine appropriate levels of care, and provide patient education and clinical guidance.
• Escalate urgent or complex concerns to providers or appropriate care team members.
• Coordinate care across providers, specialists, and healthcare teams to support positive patient outcomes.
• Document assessments, recommendations, and communications accurately within electronic medical records (EMRs).
• Assist with administrative clinical functions including FMLA, ADA, STD/LTD documentation and patient care coordination activities.
• Support onboarding and training of new team members through shadowing, coaching, and reinforcement of best practices.
• Collaborate with physicians, advanced practice providers, clinical staff, and practice administrators to ensure continuity of care.
• Maintain compliance with organizational policies, HIPAA requirements, and clinical quality standards.
• Perform other duties necessary to support our mission, values, and commitment to patient-centered care.

Ambulatory Care Triage RN

Clinical Operations

• Oversee the entire Remote RN Triage service line
• Ensure high-quality patient care and operational efficiency
• Manage a team of remote registered nurses providing triage services
• Develop and implement policies and procedures to ensure compliance
• Monitor and evaluate quality of care and implement improvement initiatives
• Foster effective communication between triage team and healthcare providers
• Manage day-to-day operations, analyze performance metrics and ensure compliance

Clinical Operations Manager

Customer Support

• Answer telephone promptly and in a polite and professional manner
• Obtain and enter accurate demographic information into electronic medical record
• Answer questions and offer other information, as requested, to provide patient-focused service and a positive impression of the organization
• Seeks and supports changes in call flow processes and communication services.
• Suggests improvements and participates in organized efforts to improve service levels
• Meets and exceeds call volume standards
• Adheres to all HIPAA policies
• Adheres to all Sequence Health policies
• Direct calls to other departments as needed
• Use sound judgment in handling calls, especially with upset patients
• Understanding of when to escalate calls to physicians/practice manager/triage nurse
• Make reminder calls as requested
• Make calls to reschedule appointments when necessary
• Provide assistance with call backs and other projects as call volume permits
• Any other duties necessary to drive our values, fulfill our mission, and abide by our company values

Triage Medical Assistant

Care Manager, Clinical - LPN

Senior Patient Activation Specialist

Ambulatory Care Triage RN

Clinical Operations Manager

Bilingual Customer Service Representative