Employment type: Full-Time, On-Site (W2) | Location: Park City, UT | Reports to: Practice Manager
Schedule: Monday through Friday, 8:30am - 5:30pm
Who You Are
You are organized, responsive, and good with people, not just in person, but in writing. You can respond to a patient's worried email with warmth and clarity, triage a Zendesk ticket without losing track of five others, and make sure a lab result gets where it needs to go before anyone has to follow up twice.
You have worked in a patient-facing or customer-facing role and you know what it feels like when communication falls through the cracks. You do not let that happen. You are the kind of person who closes the loop, documents what happened, and moves to the next thing without being reminded.
You are comfortable with technology. You pick up new platforms quickly. You do not need someone to hold your hand through a software system — you explore it, figure it out, and build a rhythm. You understand that a clinical practice runs on communication and documentation just as much as it runs on procedures, and you take your piece of that seriously.
What you are tired of: jobs where the bar for responsiveness is low, where nobody notices when something slips, and where the work feels disconnected from anything meaningful. You want to work somewhere that takes patient experience seriously and trusts you to be a real part of making it happen.
About bVital
bVital is a regenerative medicine and brain health clinic in Park City, Utah. We work with patients navigating serious neurological conditions, chronic illness, and performance decline, people who are invested in their outcomes and expect a high level of care and communication. Our clinical team delivers advanced therapies and complex protocols. The communication and coordination work that supports that team is just as important as what happens in the treatment room. That is where this role lives.
The Role
This is a digital-first, communication-heavy support role that sits at the intersection of patient services, clinical coordination, and administrative operations. You are not the primary patient-facing presence in the treatment room, that is the clinical MA team. You are the person who makes sure everything else gets handled: the questions that come in through the portal, the labs that need uploading, the tickets in Zendesk, the messages that need a response before end of day.
You work closely with the clinical MA team, providers, and customer service team and concierges, serving as a key liaison between patients who have questions and the clinical team who has answers. You surface what needs attention, route it to the right person, and follow through until it is resolved.
Patient Communication
- Respond to patient messages, emails, and portal inquiries with accuracy, warmth, and same-day turnaround.
- Handle inbound patient calls: answer questions, route clinical inquiries to the appropriate provider or MA, and document every interaction.
- Manage the Zendesk ticket queue: triage, respond, escalate, and close tickets with consistent follow-through.
Lab and Records Management
- Upload lab results and patient records into Cerbo promptly and accurately.
- Monitor the labs inbox and ensure results are routed to the correct patient file and flagged for
- provider review when needed.
- Send lab results and other clinical communications to patients as directed by providers.
Clinical Coordination Support
- Act as a liaison between patients and the clinical team for non-urgent medical questions coming through the patient concierge — gathering context, addressing with the right provider or MA, and communicating the response back to the patient.
- Support the clinical MA team with backend digital tasks that fall outside their patient care capacity.
- Complete Cerbo tasks within 24 hours and maintain documentation standards across all patient communication.
Who Thrives Here
Must-haves:
- Experience in a patient-facing, medical office, or customer service role — you understand what professional, empathetic communication looks like in a healthcare context
- Comfort managing multiple communication channels simultaneously: email, phone, portal messages, and a ticketing system
- Strong written communication skills — your emails and messages are clear, warm, and free of errors
- EMR or health tech experience; Cerbo and Zendesk familiarity are a plus but not required
- Reliable documentation habits — you record what happened and you do it the same day
Bonus points:
- Background in medical office administration, medical assistant, patient services, or healthcare coordination
- Experience with Zendesk, Cerbo, or similar ticketing and EMR platforms
- Familiarity with lab result workflows or HIPAA-compliant communication standards
You thrive here if...
- Staying on top of a busy communication queue feels satisfying, not overwhelming.
- You can match your tone to the patient — clinical and precise when needed, warm and reassuring when that is what someone needs.
- You follow through without being followed up with. Tasks do not sit in your queue waiting for a reminder.
This is not the right fit if...
- You prefer in-person, hands-on patient care work. This role is digital-first and primarily behind the scenes.
- Written communication is not a strength. A significant portion of this job is responding to patient messages in writing, and the quality of that communication reflects directly on the practice.
- You need a slow or low-volume day to stay organized. This role has consistent daily volume across multiple channels.
How You'll Be Measured
1. Response time and follow-through — patient messages and Zendesk tickets handled same-day, nothing left open without a status
2. Documentation accuracy — lab uploads, Cerbo tasks, and patient records completed correctly and on time
3. Communication quality — patient interactions are clear, professional, and appropriately warm
4. Team reliability — the clinical MA team and providers can count on you to handle your piece without reminders