Job Opening: Victoria Primary Care Network (PCN) Clinical Office Assistant

About the Victoria Division of Family Practice The Victoria Division of Family Practice (VDFP) is a physician-led, non-profit member association and part of a provincial network of Divisions of Family Practice across BC. Together, Divisions work to strengthen primary care by supporting family physicians and advancing local solutions that improve how care is delivered.

At the VDFP, we bring family medicine-trained physicians together with allied health providers, partners, and community organizations to build practical supports and system improvements that help our physician members thrive in their work and provide excellent care for all. We are a collaborative team and take pride in making meaningful contributions that directly support our physician members every day.

Role Summary and Purpose

Do you thrive in a busy environment where organization, compassion, and excellent communication matter? Are you someone who enjoys helping people, keeping things running smoothly, and creating a welcoming experience for clients and clinicians alike?

The Clinical Office Assistant provides essential administrative and clerical support to healthcare professionals, ensuring the smooth operation of the VPCN Allied Health Centre.

The PCN Allied Health Centre provides day-to-day interdisciplinary primary care services to a diverse client population, including a high proportion of seniors, individuals with disabilities, and clients accessing mental health and substance use services. The Clinical Office Assistant is often the first point of contact for clients, making them a crucial contributor to a positive client experience.

The ideal candidate is highly organized, adaptable, and patient-centered professional with strong administrative and interpersonal skills. They can manage competing priorities in a clinical environment, communicate with empathy and professionalism, and exercise sound judgement when navigating sensitive or challenging situations. Success in this role requires initiative, attention to detail, strong technical skills, and the ability to work both independently and collaboratively as part of an interdisciplinary team.

Job Details

Status: Full-Time, Permanent

Reports to: VPCN Senior Manager and Clinical Office Coordinator

Location: In-person at the VPCN Allied Health Centre

Compensation: Starting wage is $28.46/hour

Expected Start Date: October 13, 2026

Key Responsibilities

Front Desk & Clinic Operations

- Foster a welcoming, respectful, and culturally secure environment for clients, families, visitors, and staff.
- Demonstrate patience, empathy, professionalism, and inclusive experience for all clients.
- Answer, screen, and direct incoming telephone calls and respond to general inquiries.
- Coordinate client and visitor check-in and check-out processes and provide appointment-related support.
- Receive, sort, distribute, and send mail, courier deliveries, faxes, and other correspondence.
- Maintain office and clinical supply inventory, including monitoring stock levels and coordinating supply orders as needed.
- Work onsite Monday to Friday, 8:30 a.m. to 4:30 p.m., and facilitate daily Centre opening and closing procedures.
- Provide cross-coverage for administrative roles within VPCN and perform other related duties as needed.

Appointment & Calendar Management

- Process client referrals, book, schedule, and manage client appointments using Jane App Software.




- Optimize clinician schedules through effective appointment coordination, including routine client audits and file closure processes.
- Coordinate internal team meetings and maintain related calendars as needed.

Patient, Provider & Public Communication

- Communicate with empathy and discretion when interacting with clients experiencing emotional, mental health, or personal challenges.
- Effectively manage and de-escalate challenging situations using conflict resolution and communication skills.
- Receive, document, and appropriately escalate client compliments, concerns, and complaints to support timely resolution and continuous quality improvement.
- Provide timely and professional patient and provider communication.

Patient Safety, Privacy & Confidentiality

- Recognize situations that may require immediate escalation to clinical staff, leadership, or emergency response procedures, including behavioural emergencies such as Code White situations.
- Support a safe clinic environment by identifying and responding appropriately to potential safety risks, following organizational policies and emergency procedures.
- Maintain professional boundaries while demonstrating compassion and empathy when interacting with clients accessing services.
- Protect clients’ rights by maintaining the confidentiality and security of personal information.

Data Entry & Administrative Records

- Complete accurate and timely data entry related to clients, providers, appointments, and clinic operations.
- Assist in maintaining administrative procedure manuals and related documentation.

Team Collaboration & Workflow Improvement

- Work independently while providing administrative support to an interdisciplinary team, demonstrating sound judgment, initiative, critical thinking, and problem-solving skills in a fast-paced healthcare environment.
- Collaborate effectively with clinicians and colleagues to coordinate client care, resolve operational challenges, and contribute to a positive, client-centred team environment.
- Support the Program Team with the development and improvement of administrative workflows and procedures.
- Contribute to special projects and other initiatives that support effective clinic operations.

Workload & Professional Responsibilities

- Provide a high standard of service in a high-volume clinical environment with numerous competing priorities.
- Demonstrate flexibility and adaptability by supporting other administrative functions as required.
- Prioritize tasks effectively while maintaining accuracy, professionalism, confidentiality, and patient-centred service.

Perform other related duties as needed, established in collaboration with program leadership.

Qualifications

Education and Experience

- A certificate in a relevant field (e.g., Health Administration, Business, Project Management, Public Policy, Organizational Development) or equivalent combination of training and experience
- At least two (2) years administrative experience, ideally within a healthcare setting




- Knowledge of the BC healthcare system and experience working in a primary healthcare setting or experience working with physicians and/or allied health care providers preferred.
- Understanding of applicable health care facility regulations or policies

Knowledge, Skills, and Abilities

- Adaptable to changing work environment
- Patient-centered approach to communications
- Able to comply with privacy regulations, including Freedom of Information and Protection of Privacy Act (FOIPPA) and Personal Information Protection Act (PIPA).
- Understands primary care culture and has a natural ability to establish rapport with health care professionals
- Process minded with an emphasis on continuous quality improvement and attention to detail
- Proficiency in the use of electronic medical records such as JaneApp, Oscar, or Med Access is an asset
- Strong technical skills, proficiency in Excel, and ability to create and manage electronic databases
- Has a natural curiosity and ability to listen and synthesize information quickly
- Exercises strong interpersonal skills and works collaboratively with all personality types
- Communicates effectively and constructively, in both verbal and written forms
- Good coordination and organizational skills and efficiency
- Ability to work respectfully, knowledgeably, and effectively with all interest-holders, including physicians, patient partners, and First Nations, Métis, and Inuit people

Working Conditions

- Full time, in-person (37.5 hours per week) – Victoria Division general operating hours are Monday to Friday, 8:30am – 4:30pm. Specific schedule will be determined collaboratively with supervisor based on operational needs.
- The successful candidate must reside within the Capital Regional District (CRD) of British Columbia.
- Attendance at early morning or evening meetings is required.

Core Competencies These are the foundational competencies we look for in all VDFP team members:

- Collaboration & Teamwork: achieving shared goals and supporting collective success
- Innovation: approaching work with curiosity and continuous improvement
- Indigenous Cultural Safety and Competency: demonstrating awareness, respect, and humility
- Integrity: acting with honesty, reliability, and ethical judgement
- Communication & Relationship Building: communicating clearly and building respectful working relationships
- Accountability: taking ownership of work quality, commitments, and timelines

What the VDFP Offers

- Competitive salary with room for growth
- Access to our Comprehensive Health Benefits package after 3 months of employment
- Generous vacation entitlements and personal leave options
- Employee and Family Assistance Program
- Flexible work arrangements including hybrid remote and in-office options
- A friendly and supportive work culture

Application How to Apply: Please submit your resume and cover letter to [email protected] and use the subject line “[YOUR NAME] – VPCN Clinical Office Assistant”

Deadline: September 28, 2026. Applications will be accepted on a rolling basis, and interviews may be offered prior to the deadline.

If this sounds like the right fit, we want to hear from you!

Pay: From $28.46 per hour

Expected hours: 37.5 per week

Benefits

- Dental care
- Employee assistance program
- Extended health care
- Paid time off
- Vision care

Application question(s):
- Have you included a cover letter? Only submissions with cover letters will be reviewed.

Experience:
- Medical Office Assistant: 1 year (preferred)

Work Location: In person

📌 Clinical Office Assistant - Victoria Primary Care Network (PCN)
🏢 Victoria Division of Family Practice
📍 Victoria