Telehealth Care Assistant

Planned Parenthood League of Massachusetts•Boston, MA

10d•Hybrid

About The Position

The Telehealth Care Assistant (THCA) provides high‑quality, patient‑centered care and administrative support through our telehealth platform. Working remotely as part of a collaborative telehealth team, the THCA supports clinicians, nurses, and physicians by assisting patients before, during, and after virtual visits. This role combines medical assisting, patient support, registration, and administrative duties, with a strong focus on patient experience, accuracy, confidentiality, and efficiency.

Requirements

High School Diploma or GED
Strong customer service and communication skills
Ability to accurately complete detailed administrative and clinical documentation
Ability to work effectively as part of a team
Commitment to the organization’s mission and values

Nice To Haves

Medical Assistant or related certification
1–3 years of healthcare experience
Bilingual skills (Spanish, Portuguese, or Mandarin strongly preferred)
Experience working with diverse patient populations
Interest in sexual and reproductive health
Demonstrated ability to follow clinical and administrative protocols

Responsibilities

Conduct patient intake for telehealth visits, including collecting medical history, providing patient education, and securing informed consent.
Complete electronic registration and check‑out processes, including: Collecting and verifying demographic and insurance information Obtaining payment Ensuring accuracy of charges and documentation
“Room” patients in virtual waiting rooms using the telehealth platform.
Accurately document patient information in the electronic medical record and internal systems.
Requisition and manage at‑home STI testing kits in accordance with organizational protocols and applicable state and federal regulations.
Support telehealth workflow by assisting colleagues and communicating wait times or delays to patients.
Train new Health Care Assistants through observation tools and coordination with the Telehealth Manager.
Participate in data collection and quality improvement initiatives to support team performance and productivity.
Follow all organizational policies, procedures, and clinical protocols.
Comply with HIPAA and maintain strict confidentiality of patient health information
Adhere to regulatory requirements, including those of DPH, OSHA, and PPFA.
Perform other related duties as assigned.