Telehealth Care Assistant

Telehealth Care Assistant

Planned Parenthood League of Massachusetts (PPLM) is the state's leading provider of sexual and reproductive health care, nationally recognized for education and research. Our mission: ensure everyone in Massachusetts has access to compassionate, judgment-free care and education. We operate four health centers and offer telehealth statewide as part of a network of 600 Planned Parenthood affiliates nationwide.

Position Summary

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.

Your Day to Day:

• 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.

Qualifications:

Required:

• 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

Preferred:

• Medical Assistant or related certification
• 13 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

Work Environment & Schedule Requirements

• Evening and weekend availability may be required.
• This position is primarily remote and requires:
  • Reliable internet access
  • A private, quiet workspace suitable for HIPAA-compliant patient care
• Employees who are unable to work remotely must be willing and able to report to one of the organization's Massachusetts clinics (Marlborough, Boston, Springfield, or Worcester) for scheduled shifts.

$22.50 - $22.50 an hour This position is part of the Collective Bargaining Agreement. Based on a 37.5 hour work week.

Why Join Us?

We offer a comprehensive and competitive benefits package, including:

• Generous Paid Time Off
• Medical, Dental, and Vision Insurance
• 403(b) Retirement Plan with employer match
• Life and Disability Insurance
• Professional Development Opportunities
• Commuter Benefits
• A mission-driven workplace that values equity, inclusion, and belonging

PPLM is a 501(c)(3) charitable organization, and an equal opportunity employer that values a diverse workforce and a culture of inclusivity and belonging. Equity, diversity, and inclusion are core values at PPLM and a chance for us to make long-term, meaningful change. We are actively working to build a culture that reflects the communities we serve and embodies cultural humility, recognizing that advancing health equity begins within our own organization. We are taking steps to make progress in our own organization and are committed to building an equity practice in all aspects of our work.

We believe that communities most impacted by health inequities must be centered in the work we do. Therefore, we strongly encourage applications from Black, Latinx, Asian, and Indigenous people of color, Trans and gender non-conforming people, LGBTQIA+ people, people with disabilities, and working-class people for all our positions.

Employment and advancement at PPLM are based on individual qualifications and abilities, without regard to race, color, religion, gender, sexual orientation, age, national origin, disability, veteran status, or any other protected characteristic under law.