Clinical Inbox Coordinator

Putnam County Hospital; Cloverdale (IN); On-site; USD 36,000 - 48,000; Full time

Job summary

Putnam County Hospital Physician Clinics seeks an experienced Medical Assistant to serve as Clinical Inbox Coordinator, managing patient communications and provider inboxes to ensure timely, safe responses. The role supports both clinical and front office activities as needed.

The ideal candidate has an MA credential and outpatient experience; Epic experience is strongly preferred. Strong chart-review, communication, and organizational skills are essential to manage high volumes within the 48–72

Qualifications

• Must hold current Medical Assistant credential.
• Experience in outpatient/physician practice preferred.
• Epic experience strongly preferred.
• Knowledge of front office and patient access workflows preferred.
• Strong chart-review and clinical judgment required.

Responsibilities

• Manage patient calls and MyChart/inbasket messages for clinic providers.
• Prioritize urgent messages and time-sensitive clinical concerns.
• Triage concerns within MA scope and clinic protocols.
• Review charts and investigate concerns before routing messages.
• Provide patient education and next steps per provider instructions.
• Monitor clinical results and communicate instructions to patients.
• Process medication refill requests per clinic protocols.
• Maintain documentation of patient communication in the medical record.
• Collaborate with providers and front office to prevent duplicate work.
• Support front desk during staffing shortages or high-volume periods.

Skills

Communication skills

Critical thinking

Organization

Documentation habits

Patient education

Flexibility

Education

Medical Assistant certification

Tools

Epic experience

Front office workflows

Job description

Putnam County Hospital Physician Clinics is seeking an experienced Medical Assistant (MA) to serve as a Clinical Inbox Coordinator. This position is primarily dedicated to managing clinical patient communications and provider inboxes to ensure patient needs are addressed safely, efficiently, and within expected timeframes.This role is a great fit for someone who is organized, comfortable reviewing patient charts, able to prioritize competing needs, and willing to provide flexible support across both the clinical and front office areas as needed.Primary ResponsibilitiesThe Clinical Inbox Coordinator will:Manage patient calls and MyChart/inbasket messages for clinic providers throughout the day.Review inboxes routinely and prioritize urgent/red messages, time-sensitive clinical concerns, and the oldest unresolved messages.Triage patient concerns within LPN/MA scope and established clinic protocols.Review the patient's chart and investigate concerns before routing messages to reduce unnecessary provider work and duplicate patient contacts.Answer patient questions independently when appropriate and route concerns requiring provider judgment or orders.Monitor clinical results and communicate provider-reviewed results and instructions to patients.Provide appropriate patient education and next steps based on provider instructions.Process medication refill requests according to clinic refill protocols, including verifying medication/dose, last appointment, required labs, and follow-up needs.Communicate with patients when additional information, appointments, labs, or provider review are needed before a refill can be completed.Maintain clear, complete, and timely documentation of patient communication and actions taken in the medical record.Work collaboratively with providers, rooming staff, and front office staff to prevent duplicate work and unnecessary patient touch points.Re-check inboxes throughout the day to identify new urgent needs and prevent messages from aging.Help maintain the clinic expectation that patient messages and refill requests are addressed within the established 48–72 hour timeframe.Review outstanding messages before the end of the shift and appropriately hand off unresolved or time-sensitive concerns.Identify recurring workflow concerns, high message volumes, or delays and communicate trends to clinic leadership.Provide rooming MA/LPN coverage during call-offs or unexpected staffing shortages as needed to maintain clinic operations.Provide front office cross-coverage as needed, including answering incoming phone calls, assisting patients with scheduling or general questions, supporting registration/check-in workflows, and helping maintain front desk operations during staffing shortages or high-volume periods.Assist with basic insurance-related workflows within role expectations, including reviewing insurance information, identifying missing or inaccurate information, and directing patients or concerns to the appropriate resource.Balance cross-coverage responsibilities with inbox management, with urgent and time-sensitive clinical needs remaining a priority.The ideal candidate will have:Current Medical Assistant qualification/credential appropriate for the position.Previous outpatient, physician practice, or primary care experience preferred.Epic experience strongly preferred.Knowledge of common front office and patient access workflows preferred.Knowledge of health insurance, eligibility, benefits, and basic insurance processes preferred.Comfortable answering phones and communicating with patients regarding both clinical and non-clinical needs.Strong clinical judgment within their scope of practice and the ability to recognize when a concern requires escalation.Strong chart-review and critical-thinking skills.Ability to organize and prioritize a high volume of patient messages without losing attention to detail.Clear and compassionate patient communication skills.Strong documentation habits.Ability to work independently while maintaining close communication with providers and the clinic team.Flexibility and willingness to work across clinical, inbox, rooming, and front office responsibilities based on clinic needs.