Medical Office Assistant

The Role

An integral member of the Skin Health and Wellness Centre team, the Medical Office Assistant is often the first point of contact and therefore plays an active role in ensuring patients receive the utmost care. The Medical Office Assistant works with all members of the healthcare team in a coordinated and collaborative effort to engage, encourage and support patient health and is responsible for fulfilling a variety of duties in both the front and back of the office, including billing support, scheduling, patient communication and filing.

Note: This is a full-time position. Availability on evenings and weekends may be required.

Responsibilities:

• Answers multi-line phone system and emails and takes appointments or directs calls to the appropriate party. Prioritizes and responds to phone calls and messages in a timely manner
• Welcomes patients as they arrive to the clinic and provides the necessary paperwork for their visit
• Coordinates the flow of patients in the examination and treatment areas to ensure efficient use of the facility and the physician's schedule
• Maintains patient accounts by obtaining, recording and updating personal and financial information
• Coordinates follow-up appointments, arranges complex appointments and ensures the management of waitlists
• Prepares examination rooms with necessary medical supplies
• Maintains inventory of medications and follows all procedures regarding outdated medications and other supplies
• Provides a variety of administrative duties within clinic such as data entry, faxes, scanning, shredding, dictation letters, photocopying, preparing patient information booklets and other related tasks, as required
• Supports the improvement of pre- and post-encounter processes (e.g., identify missing vitals, lab results or screening needed for patients with appointments)
• Ensures the protection of patients' rights by maintaining confidentiality of personal and financial information

Patient Booking and Appointment Preparation

• Process incoming referrals to physician providers
• Call referring physician's office for updated patient demographics, health care number and referring physician PRACID if not available
• Assist with bookings for patients and explain the importance of the visit
• Educate patient, and/or caregiver/NOK attending the appointment on what to expect from the appointment, and what/how to prepare for the initial assessment
• Create patient appointment notification letters to referring physicians for all appointments as required. Alternatively, create fax letters to referring physicians for missed appointments, inability to attend, cancellations, refusals or specific letters pertinent to patients visits
• Book patients for specialist consultant assessments

Patient Care

• Receive, greet and direct patients during their visit. Explain consent form to patients; answer any questions and record consent
• Contact referring physician office, clinics, hospitals, labs, diagnostic centers or specialists for additional clinical information as needed
• Assist with booking follow-up appointments needed
• Follow-up or assist with individual patient's visit needs, e.g., arranging transportation home, reminding them to bring certain items to follow-up appointments, etc.

Post-appointment Patient Services

• Receive, scan and distribute incoming mail, labs, consults, prescription requests, special authorization requests and diagnostic imaging reports to the team
• Assist team members with sending consult letters to referring physicians as required

Succession Planning

• Assist in the training of new clinic MOA staff in shared duties
• Help cover the duties of other clinic MOAs during their absences.

Why Join Us?

Offers and Perks:

• The opportunity to work alongside a team of highly skilled professionals
• Extremely competitive wages and bonuses
• Employee incentives and perks
• Ongoing paid training and professional development opportunities
• Consistent work hours and a commitment to work/life balance
• Supportive team dynamics and regular opportunities for collaboration
• Excellent mentorship and leadership
• Safe, supportive and tolerant workplace

Work Environment & Culture:

• What is the work culture like at the clinic? Our Clinic culture is collaborative, supportive, and focused on patient- centered care. We believe in open communication and teamwork. We prioritize continuous learning by offering educational dinners that cover a range of topics including various conditions, medications, and treatments.
• How does the clinic support work-life balance? Our clinic is committed to fostering a balanced environment for all team members. We understand that maintaining a healthy work-life balance is essential for well-being and productivity. By fostering a positive and supportive workplace, we aim to bring their best selves to both their work and personal lives.
• Can you describe a typical day for a staff member here? A typical day at our clinic is engaging and centered on patient care. The day often begins with a morning meeting with your team, where the team reviews the schedule, discusses patient's needs, and aligns on priorities. Throughput the day staff work with a range of patients, assisting in procedures, educating patient on treatments. In between, there is always communication among the team ensuring everyone feels supported and informed. The day typically ends with preparing for the next day. It's a fast-paced yet rewarding environment.

Career Growth & Development:

• Are there growth opportunities in the company? We offer growth opportunities within the company. We have multiple team lead positions available, allowing for career advancement as you develop in your role. Additionally, we are committed to professional development and provide educational sessions to help further your knowledge in dermatology.

Benefits & Compensation:

• What benefits does the clinic offer (health insurance, retirement plans, etc.)? We offer a comprehensive benefits package that includes health insurance, dental and vision coverage.

Clinic's Mission & Values:

• What is the clinic's mission and values? Our mission is to provide exceptional dermatological care in a welcoming, supportive, and professional environment. We are dedicated to improving the health while maintaining the highest standards of medical care. Our clinic strives to create a positive and collaborative atmosphere where our staff works as a unified team to ensure every patient's experience is compassionate, thorough, and personalized. We aim to continually innovate and grow, both in our clinical practices and in fostering an inclusive, empowering environment for our staff to thrive.
• What sets this clinic apart from others in the area? Our clinic stands out for its commitment to patient centered care, and a collaborative team approach. We prioritize individualized care, ensuring each patients receives a tailored treatment plan and feels valued throughout their experience. We're also attentive to creating an inviting and professional environment, taking pride in the look and feel of our clinic to enhance the patient experience. Additionally, our dedicated research institute brings valuable insights to our team and patients, helping us stay at the forefront of dermatology and offer innovative, evidence-based treatments.

Team Dynamics:

• How do the different teams (physicians, nurses, medical office assistants, management) collaborate? Each team plays a vital role, and we work together to ensure the best patient experience. Communication is ongoing throughout the day with all team members to ensure smooth patient flow and timely support. We use multiple channels to communicate with one another and Management also supports these open communication channels and encourages feedback, so everyone's voice is heard and valued.
• How many team members are there in the organization? Our organization has a total of 130 team members. This includes a diverse group of dedicated professionals, from Physicians, Nurses, Medical Office Assistants, to Clinical Research Coordinators and management staff.

Required Experience, Knowledge & Skills:

• A professional and courteous disposition
• Must possess a strong work ethic, be self-motivated with the ability to work independently with minimal supervision
• Ability to multi-task in a fast-paced environment and manage time efficiently to prioritize changing priorities
• Meticulous attention to detail and records maintenance skills
• Proficiency in MS Office Suite of products (Outlook, Excel, Word, PowerPoint)
• Excellent written and oral communication skills with the ability to empathize with patients.
• Excellent customer service skills, providing high quality care to clients from the moment they walk into the clinic until the moment they leave
• A genuine interest in the well-being of patients
• Team player attitude and the ability to work effectively in a team setting, contributing to a positive and collaborative work environment

Asset Qualifications:

• Minimum 2 years administrative experience in a medical office
• Knowledge of medical terminology and medical records management
• Post-secondary diploma or certificate in Medical Office Administration
• Experience using Telus Med Access electronic medical record (EMR) system
• Sales experience in a related customer service field (health and wellness, spa, medical, fitness, retail) (preferred)
• Business management and hospitality experience (preferred)
• Medical terminology experience (preferred)
• Infection Prevention and Control (IPAC) certification or experience (preferred)

License/Certification

• Current Cardiopulmonary Resuscitation (CPR) / First Aid Certification / Basic Cardiac Life Support (BCLS)

Background Check:

A clear Criminal Background check, inclusive of a vulnerable sector search, is required to start. If you have resided outside of Calgary in the past 12 months, you will need to contact the local police or RCMP detachment in your previous residential municipality to be able to obtain a full report.