Telehealth Medical Assistant (WA)_Clinical Services

Why Planned Parenthood?

Working at Planned Parenthood Great Northwest, Hawai’i, Alaska, Indiana, Kentucky is more than a job. It provides the opportunity to contribute to our powerful mission and perform meaningful work.

In healthcare services, this means a commitment to providing the absolute best in patient care and education. Our exceptional health center staff drives our mission forward by upholding our acclaimed customer service & confidentiality standards, and working to create a safe, judgement-free space for anyone seeking Planned Parenthood services.

About this position:

Under the direction of the Telehealth Services Program Manager, the Telehealth Medical Assistant plays a vital role in delivering compassionate, high-quality reproductive and sexual healthcare services in a virtual setting. This position supports patients throughout their care journey by performing a variety of clinical and administrative functions with accuracy, professionalism, and a strong commitment to patient-centered care.

As a member of the telehealth team, you will help create a welcoming and supportive experience for every patient while ensuring efficient clinic operations and exceptional customer service.

What you’ll be doing:

In this role, you'll serve as a key point of contact for patients, helping coordinate care, provide education, and support seamless telehealth operations. You'll work collaboratively with providers and colleagues to ensure patients receive timely, accurate, and compassionate care while maintaining compliance with organizational and regulatory standards.

Key Responsibilities:

Patient Care & Service

• Respond to patient inquiries and coordinate services with appropriate team members and departments.
• Deliver nonjudgmental, trauma-informed, and patient-centered care in every interaction.
• Provide accurate reproductive and sexual health education, answer questions, and connect patients with appropriate resources.
• Support patients by explaining available services, funding options, and insurance coverage.
• Utilize service recovery techniques to resolve patient concerns and ensure a positive experience.

Clinical & Administrative Support

• Create and maintain accurate patient records, ensuring complete documentation and data entry.
• Complete patient registration, income screening, insurance verification, and payment processing activities.
• Maintain patient accounts by collecting and updating demographic, financial, and insurance information.
• Collect payments and donations while following organizational policies and procedures.
• Ensure compliance with HIPAA and all patient privacy and confidentiality requirements.

Telehealth Operations

• Help optimize patient flow and provider schedules through proactive communication and coordination.
• Identify, troubleshoot, and support resolution of telehealth workflow issues.
• Collaborate with clinicians, patient care teams, and leadership to ensure efficient service delivery.
• Support productivity goals and quality improvement initiatives within the telehealth program.

Team Collaboration & Professional Development

• Serve as a resource and support to team members.
• Participate in staff meetings, trainings, and ongoing professional development opportunities.
• Maintain required certifications, competencies, and assigned training.
• Contribute to organizational initiatives, including research and special projects when needed.

Minimum Requirements

• High school diploma or equivalent.
• Current Washington State Department of Health Medical Assistant-Certified (MA-C) credential required.
• One to two years of experience in a medical or healthcare setting.
• Strong customer service and communication skills.

Preferred Qualifications

• Prior experience providing support in a remote or telehealth environment.
• Proficiency with electronic health record (EHR) systems and healthcare technology platforms.
• Bilingual English/Spanish language skills.
• At least one year of experience as a Medical Assistant within PPGNHAIK.
• Experience working in reproductive healthcare, family planning, community health, or patient-facing healthcare settings.

What Makes You Successful

• Passion for delivering inclusive, patient-centered care.
• Excellent communication and interpersonal skills.
• Ability to build trust and rapport in a virtual healthcare environment.
• Strong attention to detail and organizational skills.
• Ability to manage multiple priorities in a fast-paced setting.
• Comfort using technology and telehealth platforms.
• Commitment to Planned Parenthood's mission, values, and dedication to health equity and access to care.

Salary Range:

Washington: $21.65-$38.91

This is a union role – United Food & Commercial Workers 3000

*Actual starting pay will be determined based on factors including, but not limited to, relevant experience, education, internal equity, geographic location, and the budgeted hiring range established for the position.

Location:

Remote

Position Type:

Full-time/ Non-exempt

*Schedule will be determined around Healthcenter needs

Benefits Eligibility:

This position is eligible for PPGNHAIK benefits. As part of our total compensation, we provide a comprehensive benefits plan including medical, dental and vision plans, retirement, paid time off, short and long-term disability and life insurance. For additional information about our benefits program, please send an email to hre.contacts@ppgnhaik.org.

Other Information:

All our employees must present proof of receiving a current flu shot prior to their first day of employment.

What we expect from you:

• That you adhere to our code of conduct, policies, procedures, and protocols.
• That you always demonstrate a high degree of professionalism.
• That you always support and model our customer service standards.
• That you value continuous learning and seek ongoing training and development.

Our commitment to diversity:

At PPGNHAIK, we’ve outlined our priorities and goals as we continue to cultivate and promote a diverse, equitable, and inclusive culture that champions dignity, care, and respect, and where employees feel welcomed and motivated to do their best. These priorities reflect our promise to support programs and initiatives that promote continuous learning and organizational development and discussions on DEI topics; provide internal developmental opportunities; and assess what more we can do to nurture a supportive and equitable work environment.

Equal Employment Opportunity:

PPGNHAIK is an Equal Opportunity Employer. Equal Opportunity will be provided to all employees and applicants for employment on the basis of their ability and competence without unlawful discrimination on the basis of their race, color, ethnicity, national origin, gender, gender identity, gender expression, sexual orientation, religion, protected veteran status, marital status, age, disability, or any other status protected by applicable state or federal law.