Triage Medical Assistant [Full-Time]

About Guideway Care*

Guideway Care is The Patient Activation Company™. We don't just "engage" patients; we activate them. By utilizing our proprietary Motivational Patient Guidance (MPG) model and AI-powered technology, we resolve the practical and psychological barriers that prevent patients from taking their "next right action."™

Job Summary:

We are seeking a detail-oriented, tech-savvy, and compassionate Medical Assistant (MA) to join our Remote Triage Team. In this virtual care role, you will be the front line of non-clinical patient support—gathering key information, coordinating communication between patients and providers, and guiding patients toward appropriate next steps in their care journey.

The Remote Triage MA plays a vital role in ensuring timely follow-up and seamless communication in high-volume, multi-specialty settings. Your ability to remain calm, professional, and personable during patient interactions is essential to building trust and delivering excellent service.

Shifts available:

• Monday - Friday: 10:00 AM - 7:00 PM CST

Essential Functions:

• Manage inbound and outbound patient communications via phone and secure messaging with professionalism, accuracy, and compassion.
  
• Collect patient information including symptoms, demographics, and medication updates, and document these appropriately in the Electronic Medical Record (EMR).
  
• Use pre-approved clinical triage protocols and scripts to guide patients through appropriate next steps (e.g., scheduling, provider messaging, or escalation).
  
• Assist patients with navigating digital tools (e.g., patient portal), appointment follow-ups, and non-emergent health concerns.
  
• Collaborate with LPNs, RNs, and providers by routing messages, submitting refill requests, and supporting documentation needs such as FMLA, ADA, or disability paperwork.
  
• Maintain accuracy and compliance with HIPAA regulations and internal documentation standards.
  
•  Any other duties nessessary to drive our values, fulfill our mission, and abide by our company values. 
  

Required Skills/Abilities:

• Completion of an accredited Medical Assistant program and active Medical Assistant certification (CMA, RMA, NCMA, or equivalent).
  
• Minimum of 3–5 years' experience in a healthcare setting such as primary care, ambulatory care, or community health.
  
• Prior telehealth, remote triage, or virtual care support experience preferred.
  
• Strong communication skills with a calm, professional phone demeanor.
  
• Excellent computer proficiency and experience working with EMRs (Epic, Cerner, Greenway, etc.).
  
• Proven ability to manage multiple tasks, stay organized, and document interactions accurately and thoroughly.
  
• Deep commitment to patient privacy, confidentiality, and empathetic service.
  

Supervisory Responsibilities: None

Travel Requirements: 0%

Work Authorization:

• Guideway Care does not offer Immigration or work visa sponsorship

Total Rewards:

The pay rate for this role is $18 per hour and being offered remotely

In addition, team members enjoy …

Benefits package including:

• Medical Insurance
• Vision Insurance
• Dental Insurance 
• Flexible Spending Account (FSA), 
• Company paid short- and long-term disability, 
• Employee Assistance Program, 
• Life Insurance, 
• Accident insurance, 
• and other voluntary benefit programs for employees and their eligible dependents.
• 401(k) retirement plan with a company match

Essential Duties and Responsibilities

• Able to work remotely at home in a private HIPAA compliant workspace
• Able to house company equipment needed to perform job
• Broadband Internet Access
  • Internet download speed must be at least 24 mbps and upload speed at least 4 mbps
    
• Immigration or work visa sponsorship will not be provided 
•  Physical Demands:
  • Ability to hear in normal range and wear a headset / earpiece
  • Good visual acuity to read computer screens, scripts, forms etc.
  • May sit 100% of the time when taking calls
• Access to the electronic medical record (EMR) system may require the use of your personal mobile device for authentication purposes.

We applaud qualified applicants who are accountable and committed to producing quality work. As an Equal Opportunity Employer, we support and value diversity, dignity, and respect in our work environment, and are committed to creating an inclusive environment in which everyone can thrive.

* Guideway Care is the parent company of Sequence Health. This position is employed by Sequence Health.