Opportunity

At Twin, Certified Medical Assistants work across multiple practice areas and support both clinical and administrative tasks. This role is heavily team-oriented and relies on strong communication and organizational skills. The CMA has primary responsibility for supporting the entire member journey from new member Intake and Enrollment to active member program care management. This role will work in partnership with the nursing team to support operational standards and best practices. Specific daily responsibilities include preparing charts, scheduling appointments and conducting intake tasks such as medication reconciliation, confirming primary care provider (PCP) and specialist details, as well as verifying pharmacy information. MAs working in Enrollment also conduct scheduled member phone calls as part of Twin’s on-boarding process and coordinate with a team of service advisors and Registered Nurses. Proficiency in scheduling and documentation, experience with multiple systems and platforms, as well as the ability to engage with members and teammates are critical success factors for this role. Additional considerations include ability to work with competing priorities and comfort with change.

The schedule for this position is Monday-Friday, 9am-5pm PST (10-6 MST, 11-7 CST, 12-8 EST)

Responsibilities 

• While the primary assignment could be within any of these practice areas, the Twin MA team is cross-trained and works across multiple practice areas such as Intake, Member Enrollment and Member Program Activation
• Works cross-collaboratively to capture, enter and confirm health profile information vital for virtual on-boarding and visits
• Collects and maintains accurate Twin members’ health information and upholds compliance (HIPAA)  
• Conducts new member phone call visits with scripting and completes documentation; effectively engages members about Twin Health and in partnership with Enrollment team
• Supports scheduling coordination and helps ensures accuracy of scheduled member visits
• Coordinates with the care team and nursing team to provide administrative support for care management activities and team level projects
• Also assists with and completes medication requests, tasking actions, lab reminders and scheduling,  prior authorizations, and other non-clinical triaging
• Demonstrates excellent communication skills with passion and empathy while also documenting with accuracy and detail
• May support pilots and efforts at a high-level and help identify impact(s) related to changes
• Helps identify and address potential challenges by providing feedback (i.e. may help track and report on specific processes, as determined by managing team)  
• May include member outreach to help complete med entry and capture missing information 
• Utilizes EMR tools/platforms, portal messages, phone calls, faxes and/or letters
• May help initiate medication refill requests
• Assists RN in coordinating and completing on-boarding tasks
• Participates in team huddles, care management planning and operations meetings
• Participates in continuous process improvement activities and initiatives
• May help close loop regarding the sharing of educational materials to members prior to onboarding visit (pharmacy coupons, use of supplements, and need for most accurate and up to date PCP and pharmacy information from potential members)
• This position supports clinical operations through team workqueues and daily tasking assignments
• Performs administrative tasks (indirect care) that support the care team 
• May perform follow-up calls to members and primary care/providers regarding their experience and any high-level, program-related questions or issue resolution needs
• Actively refers to reports and various trackers to help close operationally related gaps 
• Works under general supervision of the Team Leader and/or Registered Nurse Ops Manager
• Confers with managing team leader on any unusual situations
• Licensed health professionals are available to non-clinical administrative staff while performing initial screening and related care management/program enrollment tasks
• Completes other duties as assigned, such as helping to update policies and procedures, learning new technology, etc.

Qualifications 

• National Certification in Medical Assisting
• Strong communication skills, both written and verbal
• Empathy and the ability to connect with members and teammates, care team members
• 2+ years of college
• 5+ years of experience in a healthcare setting, working with clinicians
• Role requires proficiency level typically achieved with three-five years of experience in healthcare as a Medical Assistant, Certified Medical Assistant (CMA), Health Unit Coordinator, etc.
• 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 in patient intake, capturing necessary medical info 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, fluent in Spanish preferred

Compensation and Benefits  

The compensation range for this position is $21.63 per hour. 

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