Klara Jobs (NOW HIRING)

Reports To

MA Team Lead; then to Practice Manager.

Job Summary

The Triage MA is a fast-paced position that serves as the primary clinical point of contact for patient communications between visits. This position operates as an integral member of the Clinical Team and members are expected to function as a cohesive unit supporting providers and fellow Medical Assistants. This role owns the responsibility of reading, responding to, and routing patient messages via Klara, communicating directly with patients by telephone, managing biologic prior authorizations, assisting with pathology report management and related patient questions, and supporting CMS compliance reporting. Because this role is based in clinic, the Triage MA is also expected to see and support patients on the clinic floor the same as floor Medical Assistants when assigned. The overall responsibility of the Triage MA is to ensure every patient communication is handled accurately, promptly, and professionally, and that clinical needs are coordinated to resolution. This job description includes duties, responsibilities, and the expectations associated with the Triage MA.

Duties and Responsibilities

Outward Facing & Patient Responsibilities

• Positive Presentation – Represent the practice professionally in every patient interaction, whether by message, phone, or in person

• Communication – Clear, concise, timely, and polite communications with patients via Klara messaging, telephone, and in person

• Capture Information – Obtain and document appropriate information from patients (medical records, charting, histories, etc.)

• Process Information – Process patient information by following procedures and protocols (faxes, auths, etc.)

• Routing – Route patient messages and needs to the correct provider, medical assistant, or department through task initiation and clear handoffs

• Educate & Set Expectations – Properly educate and set expectations with all patients (results, next steps, pre and post procedure, RX, timing, etc.)

Inward Facing & Office Responsibilities

• Positive Attitude & Professionalism – Function as an effective team member

• Flow – Manage the triage queue via prioritization, note creation, and informing appropriate staff of urgent matters

• Coordination – Efficiently coordinate clinical needs with providers and patients (RX's, auths, follow provider orders, etc.)

• Communication – Clearly communicate with practice staff when coordinating and routing

• Prioritization – Prioritize daily activities to efficiently handle essential matters, such as urgent messages or changes to the schedule

• Accuracy – Ensure patient records, messages, and documentation are accurate and complete

• Positive Environment – Monitor, maintain, and organize all triage activities for convenience, safety, and compliance

Triage & Patient Communication Duties

The duties described below are the primary focus of this role. Tasks should be completed directly or properly routed via tasks for completion by the appropriate provider, medical assistant, or department.

• Klara Message Management – Own the practice's inbound patient messaging

o Inbound Messages – Read, respond to, and resolve patient messages via Klara efficiently, professionally, and accurately

o Routing – Route messages appropriately to providers, medical assistants, or other departments with clear context

o Follow-Through – Track routed messages to resolution; ensure no patient message goes unanswered

• Telephone Communication – Handle inbound and outbound patient calls efficiently, professionally, and effectively

• Biologic Prior Authorizations

o Processing – Process, route, and coordinate biologic prior authorizations with patients, insurance, and pharma programs

o Coordination – Coordinate with providers, patients, specialty pharmacies, and manufacturer support programs (copay cards, bridge programs, etc.)

o Tracking – Document and track authorization status, renewals, and denials through resolution

• Pathology Management

o Report Management – Assist with pathology report management including logging, call backs, results, and coordination with providers

o Patient Questions – Answer patient questions related to pathology results and potential surgery within scope, per provider direction, escalating clinical questions appropriately

o Surgical Coordination – Coordinate next steps for patients requiring excision or Mohs surgery, including scheduling handoffs and expectation setting

• CMS Compliance Reporting – Assist with CMS compliance reporting (e.g., MIPS/MVP), including data capture, documentation review, and measure tracking as directed

• RX Management – RX duties including call backs, alternatives, pricing, counseling, documenting, etc.

• Insurance – Understand and explain insurance benefit information to patients for procedures and prescriptions

• Referrals – Handling outbound referrals for outside physicians. MOHs when needed.

• Procedure Follow-up – Review, coordination, messaging, and calls with patients related to pre and or post procedure

• Processing Paperwork – Perform processing duties including medical records, labs, path. Especially faxes.

• Task Management – Complete assigned tasks and coordinate with managers where needed

• Escalation – Escalate matters of concern, patient needs, or responsibilities to management as appropriate

• Assigned Duties & Projects – Complete specific assigned duties as assigned

Clinical Floor Duties

Because this role is based in clinic, the Triage MA may be assigned to see and support patients the same as floor Medical Assistants. The duties described below apply when assigned to the clinic floor.

• Rooming & Intake – Room patients, capture vitals, verify histories and medications, and prep charts for provider encounters

• Procedure Prep – Prepare medical and cosmetic procedures by following documented procedures and protocols

• Basic Procedure Assistance – Assist providers in basic medical and cosmetic procedures such as biopsies and botox

• Skilled Procedure Assistance – Assist providers in advanced medical and cosmetic procedures such as flaps and CO2 laser

• Charting & Scribing – Perform charting & scribing duties including notes, data entry, pictures, labeling, esp note preparation

• Light Therapy Clinic – Provide and manage lightbox and Excimer therapy through documented procedures and policies

• Labs Management – Lab duties including processing, specimen management, log call backs, results (eLabs), etc.

• Room Turnover & Sterilization – Clean, turn over, and restock exam and procedure rooms; instrument cleaning and sterilization per protocol

• Inventory – Perform inventory duties including receiving, PO prep, ordering, inventory counting, etc.

• Clinical Preparation – Prepare for clinic in advance, such as documentation review, note preparation, calendar review, etc.