Medical Assistant & Patient Experience Coordinator

Job Description

ALPHA REFINERY Medical Assistant & Patient Experience Coordinator Full-Time | W-2 | On-Site | Hinsdale, Illinois | $25/hour + Quarterly Performance Bonus Reports to Licensed Provider (clinical) and Practice Leadership (operations)

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About Alpha Refinery

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Alpha Refinery is an expert-led men's performance medicine clinic in Hinsdale. We provide concierge-level, data-driven care through advanced diagnostics, hormone optimization, medical weight loss, regenerative medicine, peptide therapies, aesthetics, and longevity programs. We're a fast-growing, cash-pay practice with a clinical team that's expanding and additional locations planned. Every patient's experience matters here, and we're looking for people who want to help build it.

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The Opportunity

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This is a hybrid role: half hands-on medical assisting alongside our licensed provider — rooming, vitals, blood draws, injections, IV support, treatment assistance — and half owning the front of the practice: phones, welcome, schedule, and the follow-up that keeps patients connected to their care. You'll be trained on documented playbooks, call frameworks, and checklists, with structured onboarding and competency validation before any delegated clinical duty. Lead MA, front office lead, and operations paths all start in this seat, and continuing education is part of the job here.

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What You'll Own

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Patient Experience & Front Office

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• First face and first voice of the practice — greet every patient by name, manage the lounge to our hospitality standard.
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• Answer inbound calls promptly using our communication playbooks; book, confirm, and reschedule appointments; collect payments and deposits per policy.
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• Run the confirmation cadence that protects our show rate, with escalation when a patient is at risk of missing care.
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• Same-day follow-up on new inquiries and leads; same-day documentation of every appointment outcome (arrived, completed, rescheduled, no-show) — our dashboard depends on this.
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• Support checkout, including scheduling the next visit before the patient leaves; route billing questions per policy.
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• Maintain patient-facing areas to a luxury standard, and protect patient privacy in every interaction.
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Community & Marketing Support

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• Assist with local outreach, partner visits, and community events; support marketing logistics and practice photography (never patients without documented written consent); share front-line patient feedback with leadership.
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Clinical Patient Care

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• Prepare rooms; room patients and obtain vitals (height, weight, BP, pulse, oxygen saturation, temperature).
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• Collect and document patient-reported history, allergies, medications, and symptoms for provider review.
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• Assist the licensed provider during consultations, treatments, and procedures; enter accurate, timely clinical information into the EMR.
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• Reinforce provider instructions on medications, procedures, and post-treatment expectations; promptly relay patient questions or condition changes to the provider.
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• All delegated clinical duties performed only after training, competency validation, and provider delegation, per practice policy and applicable law.
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Laboratory

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• Venipuncture after competency validation; process, label, centrifuge, and prepare specimens for shipment, maintaining chain of custody.
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• Complete requisitions; maintain lab inventory and daily/weekly/monthly QC per protocol; follow CLIA, OSHA, and infection-control policy.
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• Promptly report specimen, equipment, or QC issues to the licensed provider.
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Medication Administration & IV / Shockwave / InBody

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• Administer IM/subcutaneous injections (TRT, vitamin injections, peptide therapies, weight-loss medications, and other injectables) only when ordered and delegated by the licensed provider, per law and policy, and after competency validation — verifying patient, medication, dose, route, order, lot, and expiration before administering.
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• Prepare and support IV hydration/infusion therapy and delegated shockwave treatments per provider protocols; observe patients during treatment and report concerns immediately.
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• Perform InBody body composition testing per protocol; upload results to the EMR for provider review and interpretation.
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• Document all delegated procedures accurately and promptly in the EMR.
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Pharmacy, Inventory & Infection Control

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• Receive and verify medication/supply shipments (quantities, lots, expiration); maintain storage and FIFO rotation; flag damaged, expired, or recalled product.
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• Keep clinical, lab, and treatment areas stocked and patient-ready; follow OSHA bloodborne pathogen and infection-control standards; handle sharps and biohazard waste per protocol.
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• Maintain required temperature, maintenance, and QA logs; report exposures or safety concerns immediately; keep patient records complete, organized, and confidential per policy and applicable privacy law.
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What Success Looks Like

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• Patients are greeted, roomed, and prepped on time, every time.
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• Phones are answered live during business hours; every inquiry gets same-day follow-up.
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• Confirmations happen on cadence and our show rate holds at target.
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• Every appointment outcome is documented the same day, without exception.
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• The provider spends provider time on patients, not on tasks this role owns.
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Who You Are

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You're warm with people and exact with details — you can put a nervous first-time patient at ease and still chart everything the same day. You're discreet by nature; our patients trust us with sensitive health matters, and you take that seriously. You work well inside systems (playbooks, checklists, an EMR) rather than around them, and you want to grow with a practice that promotes from within as it builds out.

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This isn't a fit if you see front-desk work as a step down from clinical work — here they're the same job — if you need someone checking that your documentation is current, or if visible numbers (show rate, same-day charting, patient feedback) make you uncomfortable. It also isn't a fit if you want every process already finished; we're still building this one.

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Qualifications Required:

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Certified or Registered Medical Assistant (CMA/RMA) or equivalent training/experience with documented phlebotomy competency; comfort performing venipuncture and delegated injections after competency validation; EMR experience and comfort learning practice software (scheduling, CRM); excellent phone presence and front-desk professionalism; reliability, punctuality, and same-day documentation discipline. Preferred: men's health, concierge medicine, functional medicine, medical weight loss, aesthetics, med spa, or other premium cash-pay healthcare experience; hospitality or high-end customer service background; IV therapy, shockwave, or InBody experience.

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Our Hiring Process

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We hire on demonstrated skill, not resumes alone. Finalists complete a paid working interview: a morning on-site covering a rooming/vitals scenario, a phone and scheduling scenario using our call framework, and a draw-technique competency review with our provider.

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Compensation & Growth $25/hour, full-time, W-2. Quarterly performance bonus tied to practice milestones. Paid continuing education, certification support, and structured competency development from day one. Defined growth path: lead MA, front office lead, and operations roles as we open additional locations.

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Alpha Refinery is an equal opportunity employer. All clinical duties are performed under the delegation and supervision of a licensed provider in accordance with applicable law. To apply, send a resume and a few sentences about why this role fits you.