Opportunity

Join us in one of our most critical clinical team roles as a Certified Medical Assistant and work in partnership with Twin providers, nurses and health coaches to support different layers of member care management such as onboarding, medication reconciliation, auditing and on-going program milestones.

The Lead Certified Medical Assistant will work in partnership with the nursing and cross-functional team leads to support daily operations and delivery of  best care practices and standards. This is a people manager level role that requires supervisory and team performance management experience. There may be several areas for the Lead MA to support such as intake (from member pre-visit planning, medication reconciliation to on-boarding care team visits support), optimization (after a member enrolls within a Twin program and continues with on-going member care), product/electronic records or medication audit management. For Intake, the MA lead will help ensure execution of cross-collaborative work to capture, enter and confirm health profile information vital for virtual on-boarding visits and/or support member on-boarding calls. This includes organizing multiple inputs such as medication lists, primary care, specialist and pharmacy contacts across different systems and software. This team thrives on delivering highly reliable and accurate performance. The optimization team MA Lead will ensure daily operations that support multiple providers, nurses and health coaches to maintain care by managing member information, faxes, pharmacy calls (i.e. prior authorizations) and systems documentation. This team thrives on communication, problem solving and organizational skills.

The Lead Certified Medical Assistant role is a great fit for you if you have experience supervising the work of individuals/teams, driving the success of operational initiatives, delivering on results and building rapport with other care team members. You are also highly motivated, energetic, and focused on improving how the work gets done. You have demonstrated the ability to work collaboratively with others in the adoption of new processes, technologies or in the care teams’ coordination of care and successful achievement of clinical outcomes. You are comfortable leveraging data in observing trends and developing corrective action plans to facilitate the transformation of member lives. 

All teams participate in pilots, process improvement efforts and working sessions to design the most supportive member experience with a focus on executing efficient and effective processes.

Responsibilities 

• Influences priorities of immediate team(s), including a minimum of 4 direct team reports which may also include independent and/or senior contributors. Obtains guidance from direct manager.
• Responsible for overseeing daily team/unit performance and guiding operations while providing hands-on clinical duties 
• Addresses clinical and administrative concerns such as troubleshooting and issue resolution, ensuring staff coverage and gathering feedback on care delivery systems to ensure compliance, accuracy and standardization
• Achieves and upholds Twin service care goals, values and outcomes, which includes monitoring and managing team performance, meeting SLAs and targets
• Guides development, organization and communication of team/unit policies and procedures
• Supports recruitment, training and mentoring of a US-based team/unit
• Aligns and collaborates with cross-functional team leads, and serves as team representative and/or subject matter expert on initiatives and projects 
• Collects and maintains accurate Twin members’ health information and upholds compliance (HIPAA)  
• Provides administrative support (indirect care) to a team of medical professionals including providers
• Completes daily tasks according to priority, targets, team needs/coverage
• Collaborates with team members to establish operational procedures and standard work 
• Identifies, escalates and addresses problems or potential problems found in a process or system  
• Utilizes EMR tools/platforms, portal messages, phone calls, faxes and/or letters
• Coordinates with care team and pharmacy on medication-related issues (i.e. prior authorizations) 
• May help initiate medication refill requests
• Outreaches to members to help complete health profiles and capture missing information 
• Assists Intake RN in coordinating and completing on-boarding/intake tasks
• May perform follow-up calls to members and primary care/specialty providers regarding their experience and any high-level, program-related questions or issue resolution needs
• Tracks and reports on specific workflows or processes, as determined by managing team  
• Actively refers to reports and various trackers to help close operationally related gaps 
• Participates in team huddles, care management planning and operations meetings
• Participates in continuous process improvement activities and initiatives
• Licensed health professionals are available to non-clinical administrative staff while performing initial and related care management and/or program enrollment tasks
• Completes other duties as assigned, such as helping to update policies and procedures, learning new technology, etc.

Qualifications 

• 2+ years of College/Vocational School with preferred Associates/Bachelor’s in a Health Science or other clinical field
• 5+ years of experience in a healthcare setting, working with clinicians
• Supervisory experience that includes providing work leadership to team(s) or unit (you were responsible for completing and/or delegating tasks amongst team members, managing team performance and giving constructive feedback with improvement planning
• Subject matter expert in a particular area of health care (i.e. scheduling and daily operations, population health, medication utilization/auditing, remote patient monitoring, fax management, training, IT/EMR, etc.)
• National certification required (CCMA, NCMA, NRCMA). Role requires proficiency level achieved with experience in healthcare as a Certified Medical Assistant (CMA)
• Displays ability to communicate with others effectively, listen closely and convey information clearly  
• Demonstrates strong organizational skills with ability to work efficiently and effectively in a fast paced, innovative environment
• Manages multiple, competing priorities and enjoys details
• Likes to work independently and as part of a high performing team
• Enjoys problem solving and takes initiative to present solutions
• Experience with electronic health records and platforms
• Experience using audio/visual technology or video conferencing platforms
• Knowledge of healthcare practices and medical vocabulary
• Knowledgeable regarding patient registration processes, including insurance (i.e. Medicare, Medicaid, and commercial), pharmacy and medication reconciliation
• Access to high-speed internet and phone lines
• Passion for Twin’s purpose to transform lives by empowering people to reverse, prevent and improve chronic metabolic diseases. 
• Bilingual Spanish is bonus experience (requires proficiency verification)

Compensation and Benefits  

The compensation range for this position is $52,000 - $58,000  annually.

Twin has an ambitious vision to empower people to live healthier and happier lives, and to achieve this purpose, we need the very best people to enhance our cutting-edge technology and medical science, deliver the best possible care, and turn our passion into value for our members, partners and investors. We are committed to delivering an outstanding culture and experience for every Twin employee through a company based on the values of passion, talent, and trust. We offer comprehensive benefits and perks in line with these principles, as well as a high level of flexibility for every Twin

• A competitive compensation package in line with leading technology companies
• A remote and accomplished global team
• Opportunity for equity participation 
• Unlimited vacation with manager approval
• 16 weeks of 100% paid parental leave for delivering parents; 8 weeks of 100% paid parental leave for non-delivering parents
• 100% Employer sponsored healthcare, dental, and vision for you, and 80% coverage for your family; Health Savings Account and Flexible Spending Account options
• 401k retirement savings plan