Medical Office Assistant

Position Title: Medical Office Assistant (Bilingual)

Program: West Ottawa HART Hub

Department: West Ottawa HART Hub

Reports to: Director, West Ottawa HART Hub

Type: Regular Full-time, 35 hrs/wk

Pay Scale: $23.364/hr to $ 27.489/hr

Who are we?

Pinecrest-Queensway Community Health Centre is an innovative, community-based, multi-service centre. We strive to meet the needs of the diverse communities we serve. We work in partnership with individuals, families, and communities to achieve their full potential, paying particular attention to those who face barriers to care due to race, gender, income and/or ability. PQCHC is an equal opportunity employer and values diversity in its workforce. If at any stage in the selection process, you require accommodation due to a disability, please let us know the nature of the required accommodation.

The West Ottawa Homeless and Addiction Recovery Treatment (HART) Hub (WOHH) is a new collaborative initiative being driven by seven core partners and led by PQCHC, with support from more than 20 organizations across the region. The HART Hub will provide safe, low-barrier and judgement-free access to a full continuum of services for people in need of support with their substance use health. This continuum will include primary care, addiction medicine, withdrawal and treatment services as well as housing support, peer connection, and access to social services. The West Ottawa HART Hub will operate out of two locations: a main location housing a walk-in clinic and withdrawal management and a secondary location housing the residential stabilization and treatment services.

Job Summary:

The West Ottawa HART Hub Medical Office Assistant (MOA) will be responsible for medical reception, administrative support and records management services for the Hub.

The position will be based at the HART Hub's Walk-in Clinic which will offer addictions medicine, primary care, peer support, housing-based case management, and social services. This site will also serve as a diversion location for paramedics responding to non-urgent substance use health calls.

The MOA will work as part of an integrated inter-professional team composed of both PQCHC and partner agency staff.

During the start-up phase of the WOHH, the MOA will provide administrative support to the Director and project partners.

Job Specific Responsibilities:

Direct Client Service

• Greets clients in a welcoming, patient, non-judgmental fashion, and screens appropriately for infection prevention and control
• Registers and checks client into EMR schedule
• Schedules in person, phone or virtual appointments with clients and cultural interpreters via EMR, and ensures clients are aware of their appointments when needed
• Notifies clients of cancellations or changes to appointments; completes rebooking as needed
• Answers clinic phone line calls: provides information, records messages into EMR and/or redirects as appropriate including redirecting triage calls to Registered Nurses

Administrative & Records Management

• Creates, verifies and updates client information in the Electronic Medical Record (EMR)
• Processes incoming mail and faxes, uploading and directing documents via EMR as needed
• Processes requests for transfer of medical records, prepares and sends health care information as requested and records passwords in EMR as needed
• Processes 3rd party billing as per OMA guidelines
• Checks and processes EMR MOA message inbox regularly
• Responds to urgent request from Providers and assists them with tasks such as faxing and scanning prescriptions and documents, and calling clients for pick up
• Scans and uploads documents into EMR as required
• Utilizes secure messaging communication system with clients
• Processes referrals through the EMR (includes internal, external and e-referrals)
• Requests consult notes, test results and other client's information from hospitals and specialists' offices
• Updates the EMR address book
• Orders and maintains clinic and exam room supplies inventory, consulting with an RN as necessary.
• Ensures exam rooms are cleaned, tidy and well stocked with extra attention to cleanliness as per clinic guidelines.
• Reprocesses equipment (collects, washes, packages and sterilizes instruments) in accordance with the Centre's policies and procedures and incorporates infection control best practices.
• Performs all other Medical Office Assistant procedures outlined in WOHH Policies and Procedures Manual.

Teamwork and Collaboration

• Attends team, general staff and other meetings as requested.
• Provides health promotion activities as appropriate to the position.
• Supports with new Medical Office Assistant training and onboarding.

Other

• Ensures client confidentiality is always maintained during interactions with clients and staff
• Carries out opening and closing procedures of MOA clinic area
• Ensures cleanliness and organization of MOA clinic area
• Works flexible hours which will include some evening and weekend hours. I
• Follows Infection Prevention and Control practices related to routine practices and additional precautions
• Performs other related duties as assigned

Qualifications

• Secondary school diploma and medical secretarial training
• Bilingual essential (English and French). Fluency in any other language would be an asset.
• Experience using Electronic Health Record systems
• Proficiency in typing, word processing, and data entry
• Proficiency in the use of Microsoft 365 apps (Outlook, Word, Excel, PowerPoint, SharePoint, Teams)
• Two to three years medical reception and/or basic records management experience in a clinical setting
• Experience working with multidisciplinary teams and with community partners
• Experience dealing with the public in a mature manner
• Experience working with diverse populations, including individuals who are unhoused/living with mental illness and/or substance use; newcomers; Black, Indigenous, and racialized communities; trans and 2SLGBTQIA+ individuals.
• Strong communication and interpersonal skills
• Ability to work flexible hours, including some evenings and weekends
• We recognize the value of lived experience related to substance use health, mental health, and/or homelessness. Applicants are encouraged—but not required—to self-identify in their application materials.