Virtual Clinical Assistant

Texas Health Action (THA) is a community-informed non-profit organization dedicated to providing access to culturally affirming, quality health services in a safe and supportive environment, with expertise in serving LGBTQIA+ people and those impacted by HIV. Kind Clinic proudly serves Texas with four vibrant locations: two in Austin, one in San Antonio, and another in Dallas plus virtual care services available to all residents across Texas.

Bolstered by Waterloo Counseling Center and a passionate team of over 250 dedicated employees and volunteers, THA is at the forefront of promoting healthcare equity and accessibility throughout the state. Read more about THA here: (Use the "Apply for this Job" box below)..

The Virtual Clinical Assistant provides patient-centered clinical, administrative, and operational support for Kind Clinic Virtual Services. Working exclusively in a virtual setting and within approved protocols and assigned scope, this role prepares and maintains accurate patient information, supports provider workflows and follow-up, coordinates routine care tasks, and promptly escalates clinical questions or exceptions to the appropriate clinician or Virtual Clinic Administrator.

Core Functions:

• Support virtual patient intake by confirming and documenting demographics, medical history, allergies, pharmacy information, and current medication lists for clinician review.
• Complete medication-reconciliation support within approved workflows; identify discrepancies and route clinical questions or concerns to the appropriate clinician.
• Scrub schedules and review assigned Athena reports to identify missing information, scheduling concerns, and follow-up needs before virtual visits.
• Assist with reschedule queues, obtain needed patient information, and complete appointment-confirmation outreach to reduce delays and missed visits.
• Manage lab reminder workflows and contact overdue or lapsed patients; document outreach, troubleshoot/escalate non-clinical barriers to the appropriate parties, and escalated unresolved concerns.
• Complete assigned TNP/TIQ workflows by identifying provider follow-up plans, communicating with lab partners, and coordinating next steps for patients.
• Follow up on pre-check-in and digital tasks, including demographics, consents, contact information, insurance information, and chart reconciliation.
• Provide virtual check-out support, scheduling assistance, and follow-up on end-of-visit digital tasks and instructions documented by the care team.
• Monitor tickler lists and workflow dashboards and assist with provider inboxes, medical forms, Athena faxes, and pharmacy or clinic calls as assigned.
• Provide organization-approved medication education resources and other patient materials only as directed by a clinician and within assigned scope.
• Complete accurate, timely documentation in the electronic health record and operational systems while protecting confidentiality and complying with HIPAA, privacy, security, ethical, and organizational requirements.
• Provide respectful, culturally responsive, patient-centered service; collaborate with the care team, promptly escalates exceptions/concerns, and participate in assigned training and quality-improvement activities.
• Satisfactory completion of other duties as assigned.

Key Performance Indicators

The following indicators reflect satisfactory performance in this role:

Compensation

Based on the position’s duties and requirements, this role has a starting hourly rate of $21.63. The initial hourly rate will be determined by the…