• Manage an assigned patient panel supporting Remote Patient Monitoring (RPM) and Chronic Care Management (CCM) enrollment and engagement, consistently meeting or exceeding outreach, conversion, and monthly patient touchpoint objectives
• Complete timely, accurate, and compliant documentation in accordance with Welby Health policies, clinical protocols, and applicable program billing requirements
• Model the high standards of outreach quality, professionalism, and patient-first service expected of all Medical Assistants
• Monitor daily Medical Assistant productivity across outreach activity, enrollment performance, and documentation quality， proactively identifying performance trends and implementing corrective actions when metrics fall below expectations
• Conduct regular one-on-one coaching sessions with each Medical Assistant, providing performance feedback that is directly aligned with operational data, key performance indicators, and program outcomes
• Manage patient caseload distribution to optimize team capacity and operational efficiency, while escalating workload constraints or performance concerns to clinical leadership with documented action plans
• Lead the onboarding and training of all newly hired Medical Assistants, ensuring successful integration into the team and achievement of expected productivity standards within the first thirty (30) days of employment
• Develop, maintain, and continuously enhance Standard Operating Procedures (SOPs), training materials, and reference resources supporting Medical Assistant workflows and documentation standards
• Identify individual and team-wide development opportunities and design targeted training initiatives to proactively address skill gaps and improve overall team performance
• Partner with Human Resources throughout the recruitment process to establish hiring criteria, evaluate candidates, and provide hiring recommendations based on qualifications, competencies, and organizational culture alignment
• Proactively identify staffing needs and communicate resource requirements to support timely recruitment efforts before operational gaps impact performance
• Conduct periodic documentation audits to ensure compliance with organizational standards and deliver structured, actionable feedback that drives sustained quality improvement
• Monitor team key performance indicators (KPIs) through performance dashboards and incorporate data-driven insights into coaching conversations, performance reviews, and team meetings
• Ensure all Medical Assistants remain current on Welby Health clinical protocols, payer requirements, regulatory expectations, and program compliance standards
• Analyze operational and clinical performance metrics to identify trends, evaluate team performance, and implement data-driven strategies that improve patient engagement, productivity, quality outcomes, and overall program performance.
