Remote Medical Assistant – Clinical Phone Support
Location: Remote – Supporting Fort Wayne and Anderson Offices
Training Location: Fort Wayne, Indiana
Position Type: Full-Time
Department: Clinical
Position Summary
Linke Urology and Robotics is seeking an experienced Remote Medical Assistant to provide clinical phone support for patients at both our Fort Wayne and Anderson locations. This position will serve as an important connection between our patients and clinical providers by answering clinical phone calls, addressing patient questions, coordinating orders and refills, and helping ensure patient concerns are handled accurately and promptly.
The ideal candidate is comfortable working independently in a remote environment, has strong clinical judgment within the Medical Assistant scope of practice, and is confident communicating with patients regarding common urologic conditions, symptoms, medications, testing, and treatment plans.
Although this position will primarily be remote, the employee will be required to complete approximately two weeks of on-site training at our Fort Wayne office before transitioning to remote work. The employee must also complete two days of required Epic training at the Epic education center in Fort Wayne.
Essential Duties and Responsibilities
- Answer and manage clinical phone calls for patients from both the Fort Wayne and Anderson locations.
- Assess patient questions and concerns and provide appropriate guidance within the Medical Assistant scope of practice and established office protocols.
- Recognize urgent or potentially emergent symptoms and appropriately escalate concerns to a nurse practitioner, physician, or other clinical provider.
- Answer common patient questions related to urologic conditions, procedures, medications, testing, and treatment plans.
- Document all patient calls, communication, and actions accurately and promptly in Epic.
- Enter laboratory orders as directed by providers or according to established clinical protocols.
- Enter imaging orders, including ultrasounds, CT scans, X-rays, and other diagnostic testing as directed.
- Process medication refill requests and prepare prescription refill orders for provider review and authorization when required.
- Communicate laboratory, imaging, and other test results to patients according to provider instructions.
- Route clinical questions and messages to the appropriate provider when additional medical decision-making is required.
- Follow up with patients regarding provider recommendations, testing, medications, referrals, or next steps in their care.
- Schedule and reschedule office visits, follow-up appointments, testing, and other appropriate appointments when needed.
- Assist patients with questions regarding upcoming appointments, testing requirements, and basic procedure preparation instructions.
- Coordinate communication between patients, providers, pharmacies, laboratories, imaging facilities, and other healthcare organizations as needed.
- Monitor assigned Epic inboxes, patient messages, tasks, and clinical work queues throughout the workday.
- Help ensure clinical phone messages are addressed in a timely manner and that outstanding patient needs are appropriately followed through to completion.
- Maintain patient confidentiality and comply with HIPAA and all practice policies and procedures.
- Assist with other remote clinical and administrative duties as assigned.
Qualifications
- Medical Assistant certification or registration preferred, such as RMA or CMA.
- Previous Medical Assistant or clinical healthcare experience required.
- Urology experience strongly preferred.
- Experience using Epic electronic medical records preferred.
- Strong knowledge of medical terminology, medications, laboratory testing, imaging, and basic clinical workflows.
- Ability to understand and respond appropriately to common urologic patient concerns.
- Strong telephone communication and patient service skills.
- Excellent documentation, organization, and time-management skills.
- Ability to determine when a patient concern should be escalated to a licensed clinical provider.
- Comfortable working independently while maintaining regular communication with providers and office staff.
- Ability to manage a high volume of phone calls, messages, and clinical tasks while prioritizing appropriately.
- Reliable internet connection and an appropriate confidential workspace for remote work.
- Must be able to travel to Fort Wayne for required initial training and any future on-site training or meetings as needed.
Training Requirements
The selected candidate will complete:
- Approximately two weeks of on-site training at the Linke Urology and Robotics Fort Wayne office to become familiar with our providers, staff, clinical workflows, protocols, patient population, and urology-specific processes.
- Two days of required Epic training at the Epic education center in Fort Wayne.
- Additional training and competency review as needed before transitioning to independent remote work.
Successful completion of required training and demonstrated ability to independently manage clinical phone calls and Epic workflows will be required before transitioning fully to the remote position.
Skills We Are Looking For
The ideal candidate is:
- Friendly, compassionate, and professional with patients.
- Confident handling clinical phone conversations.
- Comfortable asking appropriate questions to understand a patient's concern.
- Detail-oriented and thorough with documentation.
- Able to multitask without allowing patient messages or follow-up items to fall through the cracks.
- Knowledgeable enough to recognize when something can be handled through established protocols versus when a provider needs to become involved.
- Dependable and productive while working remotely.
- A strong team player who communicates well with staff at both office locations.
About Linke Urology and Robotics
Linke Urology and Robotics is a growing private urology practice serving patients through our Fort Wayne and Anderson, Indiana locations. We are committed to providing high-quality, compassionate, and responsive urologic care while creating a welcoming experience for every patient.
This remote clinical position plays an important role in helping us provide patients with timely answers, efficient coordination of care, and consistent clinical support across both locations.
Pay: From $16.00 per hour
Benefits:
- 401(k)
- Dental insurance
- Health insurance
- Paid time off
- Vision insurance
Work Location: Remote
