Location & Practice Overview

This Triage Medical Assistant position is based at Squirrel Hill Health Center, a Federally Qualified Health Center with outpatient primary care sites in the Pittsburgh area. The main location is in Squirrel Hill, with an additional site in Brentwood. The role requires readiness to provide in-office coverage at any SHHC location as needed.

Practice Type Federally Qualified Health Center (FQHC)
Primary Location Squirrel Hill, Pittsburgh, PA
Additional Site Brentwood, PA
Care Setting Outpatient primary care, multi-site

Responsibilities

  • Screen patient contacts received by telephone and patient portal, gather chief complaint and available clinical details, estimate severity, and determine whether the patient should be directed to the emergency room, urgent care, or an SHHC provider during office hours.
  • Apply computerized medical information databases and triage algorithms that approximate physician logic when assessing urgency, and immediately route high-risk complaints such as chest pain, abdominal pain, or severe headaches to emergency care.
  • Record accurate notes of every communication in the electronic health record, schedule appointments for patients who do not require emergency evaluation, and consult with providers or nurses when clinical judgment requires additional input.
  • Coordinate prescription refills received by fax, prescription line, or portal by obtaining clinician authorization and completing documentation; receive incoming lab results and direct them to the appropriate clinician or care team member.
  • Answer calls from physician offices, hospitals, emergency departments, nursing homes, and other external entities, collect relevant information, and ensure prompt notification of the clinician or designated care team member.
  • Address patient care service inquiries and complaints in coordination with the Medical Assistant Manager or Director of Clinical Operations, support smooth patient flow, and complete assigned Medical Assistant duties including vaccine and lab ordering documentation at clinician direction.

The position also requires daily attention to work email, participation in required staff and clinical meetings, adherence to HIPAA and SHHC policies, and completion of annual training and procedural sign-offs.

Qualifications & Requirements

The posting seeks an experienced Medical Assistant who can work with substantial independence on triage decisions while remaining connected to the clinical team.

Experience
Minimum three years as a Medical Assistant; one to two years of telephone triage experience preferred, ideally in a medical practice setting
Credentials
Medical Assistant certificate preferred; current CPR certification required
Technical Skills
Ability to work in an EHR, Microsoft Teams, Outlook, and related systems; medical terminology, ICD-10, and CPT coding knowledge preferred
Communication
Clear, professional communication by telephone, portal, and in person with patients and colleagues from varied backgrounds
Additional Preferences
Second language preferred; demonstrated commitment to serving underserved populations; completion of SHHC clinic recommended immunizations

Compensation & Benefits

This is a non-exempt position. Detailed benefit information is not provided in the available job posting.

  • Compensation: $36,000–$48,000 per year
  • Status: Non-exempt
  • Benefits: Not specified in the available posting; confirm current package directly with the employer

Schedule & Work Environment

Employment Type Full-time, non-exempt
Primary Channels Telephone, patient portal, EHR, email, and Teams
On-Site Expectation In-office presence with coverage travel to SHHC locations as needed
Reporting Structure Reports to the Nurse Manager; collaborates with providers, nurses, and the care team
Work Mode On-site clinical support role with telephone and portal patient contact

Patient Population & Clinical Setting

Contact volume in this role comes from patients and external partners seeking guidance on acute symptoms, medication needs, results, and next steps in care. Interactions occur mainly by telephone and portal rather than face-to-face rooming.

Contact Types Acute symptom calls, follow-up questions, and care navigation requests
Medication & Results Prescription refill requests and lab result inquiries
External Callers Physician offices, hospitals, emergency departments, and nursing homes
Channel Mix Telephone, patient portal, and related electronic communications

Clinical Focus & Key Services

The clinical emphasis of the role is structured symptom screening and urgency classification supported by decision tools, with clear pathways for escalation and continuity of information across the care team.

Symptom Screening Gathering chief complaint and key details to estimate illness or injury severity
Urgency Classification Using algorithm-guided logic to place the patient on the correct care pathway
Escalation Pathways Immediate direction of high-risk presentations to emergency care and consultation with nurses or providers when needed
Information Continuity Accurate EHR documentation that preserves the clinical picture for the next clinician involved

Role Highlights

Compared with a conventional Medical Assistant role built around rooming and in-clinic procedures, this position centers on triage decision-making, multi-channel patient contact, and operational flexibility across SHHC sites.

  • Triage-heavy daily structure rather than examination-room preparation as the primary activity
  • Autonomy within defined protocols and algorithm support, with ready escalation to nursing and provider staff
  • Cross-site coverage expectation that requires travel among SHHC locations
  • Regular coordination with external clinical entities as well as internal care team members

About Squirrel Hill Health Center

Squirrel Hill Health Center is a Federally Qualified Health Center established in 2006. It provides primary and preventive medical care, behavioral health services, dental care, and case management to patients of all ages in the Pittsburgh region without regard to insurance status or ability to pay. The organization operates fixed sites in Squirrel Hill and Brentwood, maintains a mobile medical unit, offers on-site laboratory services, and holds Federal Public Health Service deemed status.

Organization Type Federally Qualified Health Center (FQHC), 501(c)(3)
Founded 2006
Locations Squirrel Hill (4516 Browns Hill Rd) and Brentwood (103 Towne Square Way)
Core Services Primary care, behavioral health, dental, case management, on-site lab
Patient Reach Nearly 9,000 patients served in 2025

Frequently Asked Questions

Is telephone triage experience mandatory or preferred?
One to two years of telephone triage experience is preferred, ideally in a medical practice setting. A minimum of three years of Medical Assistant experience is required.
What happens when a patient presents a high-risk complaint?
High-risk chief complaints such as chest pain, abdominal pain, or severe headaches are directed to the emergency room immediately based on screening and algorithm guidance.
Does the position include traditional Medical Assistant duties?
Yes. In addition to triage, the role includes prescription refill coordination, lab result routing, vaccine and lab documentation at clinician direction, and other Medical Assistant duties as assigned.
Which software systems are used day to day?
The position requires work in the electronic health record, Microsoft Teams, Outlook email, and the patient portal, along with related clinical software.
Is a second language required?
A second language is preferred but not required. Multilingual ability is valued given the diversity of the patient population served by the center.
Will I work at more than one SHHC location?
The role includes travel to any SHHC location for in-office coverage as needed, so flexibility across the Squirrel Hill and Brentwood sites is expected.

What to Expect in the Triage Medical Assistant Role

This position is structured differently from a traditional Medical Assistant role centered on rooming patients and preparing examination rooms. The primary workflow involves receiving patient contacts by telephone and portal, gathering enough information to identify the level of concern, documenting the interaction, and connecting the patient with the appropriate next step. The role combines direct patient communication with electronic documentation, appointment coordination, refill workflows, and communication with the clinical team. Candidates should be comfortable moving between patient-facing communication and detail-oriented administrative tasks without losing accuracy. Because the position can require coverage at different SHHC locations, flexibility is also part of the job. The role is particularly suited to experienced Medical Assistants who are comfortable following established clinical guidance while recognizing when a situation requires escalation to a nurse, provider, emergency department, or urgent care setting.

Primary Work Pattern Patient communication, clinical screening, documentation, and care coordination
Decision Environment Structured triage guidance with escalation to nurses and providers when appropriate
Documentation Load Patient communications and care-related actions must be recorded accurately in the EHR
Role Flexibility Triage-focused work combined with broader Medical Assistant support and site coverage

Is This Triage Medical Assistant Role a Good Fit?

This Pittsburgh Medical Assistant position is a stronger match for candidates who already understand outpatient clinical workflows and are comfortable communicating with patients without relying on constant face-to-face supervision. The experience requirements make it more appropriate for an established Medical Assistant than for someone entering the field for the first time. Telephone triage experience is preferred, but the posting also emphasizes communication, organization, EHR proficiency, CPR certification, and the ability to work autonomously while keeping the clinical team informed. Candidates who prefer a role built primarily around examination-room preparation and routine in-person procedures may find the day-to-day structure different from a conventional MA position. In contrast, Medical Assistants who enjoy patient communication, structured symptom screening, documentation, coordination, and varied clinical support may find this role a closer match to their existing strengths.

Experience Level Best aligned with Medical Assistants who have at least three years of experience
Strongest Background Outpatient Medical Assistant experience with telephone triage exposure preferred
Work Style Organized, communicative, comfortable with autonomous work and clinical escalation
Technical Readiness Comfort with EHR systems, Teams, Outlook, medical terminology, and clinical documentation

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