Medical Office Assistant

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**Medical Office Assistant (MOA)**

Umbrella Multicultural Health Co-op is a member driven not for profit health services organization. Our members are people who face barriers to accessing health care due to their language and culture. Our mission is to provide practical access to affordable and holistic health care services that are appropriate in culture and language for those who are without access to health security.

**Job purpose/summary**

As the face of the organization, the medical office assistant (MOA) plays a key role in creating a warm, welcoming, and safe environment for patients, community members, team-members and other stakeholders that reflects the organizations values. The MOA performs extensive clerical medical office duties that are critical to the efficiency and function of the primary health care clinic and organizational operations. With support and supervision from the Clinics+ Coordinator, the MOA works as part of and facilitates an interdisciplinary team by providing seamless administrative support. The MOA has knowledge of medical billings, clinic and office procedures, proficiency using OSCAR electronic medical records (EMR) and is kind, efficient and patient.

**Duties and responsibilities**

1. Create a welcoming and supportive environment for patients, members, and clients, responding kindly to requests and providing resources information

2. Works closely with CCHB on follow-ups, scheduling, providing, and exchanging information about patients

3. Coordinate clinic schedule
- Coordinate health care practitioners and CCHBs availability
- Organize patients’ appointments schedule for in-person and virtual appointments
- Triage requests for medical appointments and advance access appointment slots

4. Organize clinic flow, including preparing clinic rooms, and disinfect and sanitize rooms after in-person appointments.

5. Complete patient follow-up care: referrals, faxing reports, prescription refills, etc.
- Arrange for PLS translation and interpretation services as required

6. Manage medical/ legal processes such as clinical records, form completion and invoicing to third party services

7. Compile, prepare and submit billing records according to timelines

8. Keep inventory up-to-date and place orders for office, medical and testing supplies

9. Strictly adhere to privacy and confidentiality guidelines

10. Perform office administration duties
- respectively and in a timely manner
- Sort and distribute incoming and outgoing mail
- Submit cheque requisitions for monthly bills, and print and file invoices
- Supervise office cleaner performance and timesheet

11. Attend team meetings and take minutes, and engage in on-going team planning and program improvement

**Qualifications**

Required Skills and Education:

- Fluency in English. Second language an asset
- Demonstrated ability to acknowledge, identify and respect cultural differences, including their own, in serving clients, in working relationships, and all stakeholder interactions and relationships
- Medical Office Assistant Diploma/Certificate (or equivalent experience)
- Ability to learn new software quickly and willingness to continuously develop new technological skills
- Demonstrated excellent communication skills necessary to provide compassionate, respectful, and timely support over the phone and in-person to patients, clients and members
- Demonstrated great attention to detail with the ability to work under pressure, prioritize, account for results, and meet challenging deadlines with the ability to maintain a positive attitude
- Ability to take initiative, multi-task, solve complex problems working independently and in a team environment
- Maintaining calm tone and demeanor while working with clients
- Ability for time management, prioritization, and organization
- Demonstrated ability for relational practice, active listening, and building trust with all stakeholders
- Demonstrated ability to manage and mitigate risk
- Demonstrated ability to maintain confidentiality

**Preferred Skills**:

- Experience using OSCAR electronic medical records (EMR)
- Experience working in culturally diverse community-based setting

**Working conditions**

As community service organization, the work at Umbrella Co-op is demanding and rewarding. Umbrella Co-op is committed to providing an emotionally and physically safe working environment where employees can thrive in their roles.

The MOA works in a fast-paced and high-pressure environment. The role directly impacts the quality of care that patients receive and the efficacy of primary health care clinics team. They may deal with challenging patients and must be able to remain empathetic and patient. The role requires the ability to make sound decisions within their scope that can change a person’s day or even their life.

Through the cleaning of examination rooms, the MOA may be exposed to disease and infections transmitted