Medical Support Representative - Remote

Forefront Dermatology

5d•Remote

About The Position

The Medical Support Representative supports Forefront Dermatology clinics in a remote, contact center environment by providing efficient clinical intake, accurate scheduling, and exceptional service to patients and care teams. This role does not involve face-to-face patient interaction and is responsible for managing high-volume inbound and outbound calls, electronic tasks, and clinical workflows in accordance with established protocols. Responsibilities include coordinating patient appointments, managing clinical inquiries, and maintaining result logs to ensure timely follow-up and continuity of care. The coordinator is expected to meet defined performance standards, including turnaround times, quality metrics, and productivity goals, while demonstrating strong clinical knowledge, professionalism, and attention to detail. This role requires strict adherence to company policies, procedures, and compliance standards, while supporting both patient needs and clinic operations in a fast-paced, team-oriented environment. This position may also be assigned special projects and additional responsibilities as needed.

Requirements

Strong knowledge of medical terminology, clinical workflows, and patient care processes (dermatology experience a plus)
Proficiency in electronic health records (EHR), preferably NextGen and ModMed.
Demonstrated ability to manage high-volume calls, tasks, and patient interactions with accuracy and efficiency
Strong critical thinking skills with the ability to assess patient needs and follow clinical protocols appropriately
Excellent communication skills, with the ability to educate patients clearly and professionally over the phone
Highly organized with strong attention to detail and ability to meet performance metrics (quality, turnaround time, productivity)
Self-motivated with the ability to work independently in a remote environment with reliable internet and a dedicated, distraction-free workspace
Comfortable navigating multiple systems and multitasking in a fast-paced setting
High School Diploma or GED
Certified Medical Assistant
2+ Years of related experience

Nice To Haves

Associate degree

Responsibilities

Schedule and coordinate patient appointments in alignment with company protocols, clinician templates, and preference guidelines to ensure accuracy and efficiency.
Maintain accurate, timely, and professional documentation within patient medical records while adhering to quality assurance standards.
Meet and maintain departmental KPIs, including quality, average handle time, productivity, scheduling volume, and turnaround times.
Manage patient communications across multiple channels, including routine, urgent, and emergent requests, ensuring appropriate prioritization and escalation when needed.
Support clinical workflows by coordinating prescriptions, medication refills, iPledge requirements, biologic therapies, routine laboratory orders and tracking.
Provide patient education on diagnoses, treatment plans, medications, procedures, and post-care instructions, including wound care and potential side effects.
Develop and maintain a strong working knowledge of dermatologic conditions, treatments, and clinical protocols to support high-quality patient interactions.
Collaborate with Patient Access leadership and cross-functional teams on performance improvement, professional development, and special projects to enhance operations and patient experience.