Telehealth Care Assistant

United StatesFull Time - Unionmid

OtherCare Assistant

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Quick Summary

Overview

About Us Planned Parenthood League of Massachusetts (PPLM) is the state’s leading provider of sexual and reproductive health care, nationally recognized for education and research.

Technical Tools

OtherCare Assistant

About Us

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.

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.

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.

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 Have

~1 min read

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

Requirements

~1 min read

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.