Medical Assistant - Telehealth Support-Family Practice

At Henry Ford Health, we're committed to advancing health and improving lives for the millions of people we serve across Michigan and around the world. As one of the nation's leading academic health systems, we provide a comprehensive continuum of care that includes primary and preventive services, specialty and complex care, virtual care, pharmacy, home health, eye care, health insurance, and more. With 12 hospitals and hundreds of ambulatory care locations, including former Ascension Southeast Michigan and Flint Region facilities, our growing network expands access to exceptional care in the communities we serve.

Headquartered in Detroit, Henry Ford Health is helping shape the future of healthcare through the transformative Future of Health: Detroit initiative, a $3 billion investment that is redefining our academic healthcare campus and advancing innovation, research, education, and community impact.

Our work is grounded in purpose, collaboration, and belonging. We empower team members to grow their careers, contribute innovative ideas, and make a meaningful difference every day. Whether you're caring for patients, supporting operations, conducting research, or driving new solutions, you'll be part of a team united by a shared mission: delivering exceptional care, advancing health outcomes, and building healthier communities for all.

Job Description

Department: Family Practice - Phone Room

Schedule: Full-time days: Monday - Friday

Location: Saint Clair Shores, MI

$2,000 Sign On Bonus

GENERAL SUMMARY:

Under direct supervision of the provider and/or nursing leadership, the Medical Assistant performs a variety of administrative and clinical tasks via telephone to assist in the quality and compassionate care provided to patients. These duties may include but are not limited to answering and triaging patient calls, obtaining medical histories, documenting patient information and concerns, preparing clinical information for provider review, and supporting telehealth encounters.

PRINCIPLE DUTIES AND RESPONSIBILITIES:

• Answer incoming patient calls in a timely and professional manner, utilizing phone room protocols and procedures.
• Perform telephone triage by obtaining and documenting patient symptoms, concerns, and medical history employing critical thinking skills.
• Document patient information and call details accurately in the electronic health record (EHR).
• Actively monitor and respond timely to patient requests via telephone encounter, In Basket message, and/or My Chart according to identified time frames and document responses in the EHR.
• Prepare clinical information and patient history for provider review prior to telehealth visits or provider callbacks.
• Enter medication, radiology, and lab orders in the electronic health record per protocol for provider sign off.
• Prepare medication refill requests for provider review and signature in EHR based on patient phone inquiries.
• Communicate after-visit instructions to patients via telephone as directed by the provider.
• Recognize and respond appropriately to patient emergencies, escalating calls to clinical staff or emergency services as needed.
• Maintain accurate records of all patient interactions and clinical information in the EHR.
• Support providers during telehealth encounters by managing patient information and documentation.

Qualifications

EDUCATION/EXPERIENCE REQUIRED: 

• High school diploma or G.E.D. equivalent. 
• Basic computer knowledge and keyboarding skills preferred. 
• Ability to perform a wide variety of clinical skills as related to ambulatory patient care preferred. 
• Ability to problem-solve preferred.
• Possess effective interpersonal and communication skills preferred.
• EPIC (Electronic Medical Record) experience preferred.

CERTIFICATIONS/LICENSURES REQUIRED: 

• Current BLS-C upon hire or successful completion by end of orientation

Additional Requirements: 

• Graduate of a Medical Assistant program with completion of a formal clinical externship (160 hour minimum). OR 
• Graduate from a Medical Assistant program without completion of a clinical externship but with a minimum one-year experience in clinical medical assisting within the past five (5) years. OR 
• Current Professionally Recognized Medical Assistant Certification with a minimum of one year of experience in clinical medical assisting. OR 
• Licensed Practical Nurse (LPN). OR 
• Licensed Paramedic/Emergency Medical Technician (EMT) with at least one year clinical experience in clinical medical setting within the past five (5) years. OR 
• Military trained medical personnel with at least one-year clinical experience in clinical medical setting within the past five (5) years. 

 

Must Successfully complete all components of Ambulatory orientation as defined by Henry Ford Health.