Medical Office Assistant

Medical Office Assistant (MOA)

Clinic: Fraser Street Medical (Vancouver, BC)

Position Type: Full-Time, Permanent

Start Date: As soon as possible

About Fraser Street Medical

Fraser Street Medical is a busy, team-based family practice providing comprehensive primary care to a diverse patient population in Vancouver. Our clinic values collaboration, respect, and continuous improvement.

We work closely with:

• Family physicians
• Nurses and chronic disease coordinators
• A Healthcare Virtual Assistant (HVA)
• Other interdisciplinary team members

We are looking for a full-time Medical Office Assistant who:

• Enjoys working in a fast-paced environment
• Is organized, reliable, and detail-oriented
• Wants to be part of a supportive, interdisciplinary team

Job Summary

The Medical Office Assistant (MOA) is a key member of the Fraser Street Medical team. You will provide exceptional front desk support, manage electronic medical records, and help ensure smooth day-to-day operations.

This includes:

• Reception and patient flow
• Non-clinical phone and email triage
• Appointment booking and scheduling
• EMR documentation, document handling, and referrals
• Billing and administrative support

Your work will help clinicians and nurses focus on direct patient care and contribute to delivering high-quality, patient-centred care.

Key Responsibilities1. Reception & Patient Flow

• Greet patients and visitors warmly in person and on the phone; create a professional and welcoming environment.
• Check patients in and out; confirm demographics and contact information.
• Direct patients to the appropriate waiting area or exam room.
• Support smooth patient flow by coordinating with clinicians, nurses, and other MOAs.

• Assist with managing waiting room concerns, late arrivals, and rescheduling as needed.

• Phone, Email & Message Management (Non-Clinical Triage)

• Answer a multi-line phone system in a timely, professional manner and route calls appropriately.

• Monitor voicemail, secure email inboxes, and online messages; categorize and forward to the appropriate clinician or team member following clinic protocols.
• Use standardized scripts/templates where appropriate (e.g., booking instructions, follow-up reminders).
• Recognize urgent vs non-urgent administrative issues and escalate to clinicians or the clinic manager according to established protocols (non-clinical triage only; no medical advice).

• Provide clear, courteous responses to patient inquiries within your non-clinical scope.

• Appointment Booking & Scheduling

• Book, confirm, and reschedule appointments (in-person, telemedicine, and team-based visits) using the EMR.

• Follow clinic booking guidelines for:
• Urgent vs routine visits
• Chronic disease follow-up
• Preventive care visits and recalls
• Manage schedules to optimize provider time and patient flow.
• Coordinate appointments with physicians, nurses, and other team members, including care conferences and team visits when required.

• Support patients in using online booking tools when appropriate.

• EMR Use & Documentation Support

• Accurately enter and update patient demographics, contact information, and insurance details in the EMR.

• Attach, label, and organize incoming documents (labs, consult notes, imaging reports, hospital records) using clinic-standard naming and tasking conventions.
• Create and assign tasks in the EMR for clinicians and nurses according to clinic workflows.
• Assist with generating basic EMR letters, requisitions, and forms using templates (e.g., labs, imaging, referrals) as directed by clinicians.

• Maintain accurate, timely documentation to support patient care and clinic operations.

• Document Management & Referrals

• Receive and process incoming faxes, mail, and electronic documents; scan and upload as needed.

• Prepare and send referrals to specialists and allied health providers using clinic templates.
• Track referral status, follow up on overdue responses, and clearly document outcomes in the EMR.

• Coordinate with the HVA and chronic disease coordinator for referral follow-up and recalls where appropriate.

• Billing & Administrative Support

• Enter billing information accurately into the EMR, including visit types and relevant modifiers, following clinic billing guidelines.

• Assist with third-party billing tasks (e.g., private forms, ICBC/WCB, lawyer letters) as directed.
• Support clinicians with identifying and correcting basic billing issues (e.g., missing data, invalid PHN).
• Assist with collecting payments for private services and ensuring appropriate documentation of payments.

• Perform general administrative tasks such as photocopying, scanning, faxing, filing, and data entry.

• Clinic Operations & Daily Readiness

• Be ready to start work by 8:00 AM, helping ensure the clinic is open and operational at the start of the day.

• Participate in daily morning operations readiness (e.g., phones set up, printers/fax checked, rooms stocked, EMR functioning).
• Restock exam rooms and supply areas (e.g., gowns, forms, routine medical supplies).
• Help maintain a clean, safe, and organized workplace in line with clinic policies and occupational health and safety guidelines.

• Assist with basic equipment checks and promptly report issues to the clinic manager.

• Team-Based Care & Quality Improvement

• Work collaboratively with physicians, nurses, MOAs, the chronic disease coordinator, and the HVA to support proactive, team-based care.

• Participate in MOA huddles, staff meetings, and training sessions as scheduled.
• Support quality improvement initiatives (e.g., recalls for preventive care, chronic disease panels, vaccine campaigns) by helping with lists, calls, mail-outs, or EMR tasks.
• Engage respectfully and constructively in problem-solving to improve clinic workflows.

Qualifications & Experience

Required:

• Completion of a recognized Medical Office Assistant (MOA) program or equivalent training/experience.
• Previous experience working in a medical clinic, preferably family practice or primary care.
• Proficiency using an electronic medical record (EMR) system (e.g., MedAccess or similar).
• Strong computer skills (email, scanning, faxing, MS Office and/or Google Workspace).
• Experience handling multi-line phone systems and front desk operations.
• Excellent verbal and written communication skills in English.
• Demonstrated ability to maintain patient confidentiality and follow privacy legislation (e.g., PIPA/PHIPA).
• Ability to multitask effectively with good typing speed and strong attention to detail.

Preferred / Assets:

• Experience in a team-based care environment (e.g., collaborating with nurses, pharmacists, allied health).
• Experience with telemedicine workflows and online booking systems.
• Familiarity with MSP billing processes and basic third-party billing.
• Prior experience as a Medical Office Assistant or Dental Receptionist in a busy medical/dental office.
• Familiarity with EMR systems such as Epic, Dentrix, or similar (even if used in dental or other healthcare settings).
• Knowledge of medical or dental terminology and healthcare office procedures.
• Additional languages common to the community (asset but not required).

Personal Attributes

We are looking for someone who:

• Is kind, patient, and respectful with patients and colleagues.
• Works well in a team and communicates clearly.
• Is organized, reliable, and able to manage multiple tasks in a busy environment.
• Can adapt to new technologies, updated workflows, and quality improvement projects.
• Takes initiative, asks questions when unsure, and is open to feedback and learning.
• Demonstrates professionalism, discretion, and sound judgment in all interactions.

Schedule & Compensation

• Full-time position (approximately 37.5–40 hours per week).
• Clinic days start by 8:00 AM; MOAs are expected to be on site and ready to work at that time.
• Can work flexible shifts – may include some Saturdays depending on clinic needs.
• Competitive hourly wage based on experience, with benefits as per clinic policy.
• Opportunities for training and development, including learning new skills in team-based care and EMR/technology use.

How to Apply

Please submit your:

• Resume
• Short cover letter describing why you would be a good fit for Fraser Street Medical

You may be contacted for an interview and reference check as part of the selection process.

Job Type: Full-time

Pay: $17.85-$27.78 per hour

Benefits:

• Extended health care

Work Location: In person