POSITION SUMMARY:

The Medical Office Assistant (MOA) provides front-line administrative support for Clinical Services and plays a central role in ensuring clinic operations run in a timely, organized, and professional manner. As the first point of contact for many clients, the MOA is responsible for reception, appointment booking, communication flow, document handling, and administrative coordination that supports safe and effective service delivery.

This role requires strong organization, sound judgment, professionalism, and the ability to manage multiple tasks in a busy clinic environment. The MOA must consistently follow established workflows for scheduling, communication, task routing, and records handling, and must promptly escalate concerns that are urgent, unresolved, clinically relevant, or outside role scope.

The MOA does not provide clinical advice, clinical triage, or independent care coordination decisions.

KEY DUTIES AND RESPONSIBILITIES:

Front Reception and Client Access

- Welcome clients, community members, visitors, and partners in a respectful, professional, and culturally safe manner.
- Serve as a first point of contact for Clinical Services by answering phones, receiving inquiries, and directing individuals appropriately.
- Support client intake and registration processes, including collection of required forms and administrative information.
- Provide routine information about clinic processes, appointment logistics, and how to access services within role scope.
- Maintain an organized and professional reception environment.

Appointment Scheduling and Clinic Coordination

- Book, confirm, reschedule, and cancel appointments in accordance with clinic procedures.
- Maintain accurate provider schedules and ensure scheduling changes are communicated promptly to affected clients and staff.
- Complete reminder calls and other routine appointment communications to support attendance and continuity.
- Support scheduling and administrative coordination for visiting providers, specialty clinics, and temporary service delivery days.
- Identify and promptly escalate scheduling problems, conflicts, gaps, or barriers that may affect continuity of care or clinic flow.

Administrative Communication and Task Management

- Monitor assigned administrative communications, booking requests, and task workflows through designated clinic systems.
- Ensure messages and requests are routed to the appropriate provider, nurse,



or supervisor in a timely manner.
- Follow clinic procedures for administrative follow-up and ensure assigned items are not left unaddressed.
- Communicate clearly with providers, nursing staff, and leadership regarding administrative issues affecting service delivery.
- Use designated workflows and communication channels consistently.

EMR and Document Management

- Scan, upload, file, and organize clinical and administrative documents accurately within the electronic medical record and other approved systems.
- Maintain accurate client demographic and administrative information within role scope.
- Support records handling, correspondence, forms, and routine document preparation in accordance with privacy and clinic requirements.
- Ensure all records and communications are handled in a confidential, secure, and organized manner.

Escalation and Workflow Compliance

- Promptly escalate urgent, unresolved, unusual, or clinically relevant concerns to the appropriate regulated provider or supervisor.
- Immediately flag administrative barriers, missed follow-up risks, patient safety concerns, or issues requiring leadership awareness.
- Maintain awareness of role boundaries and seek direction when tasks or requests are unclear or outside scope.
- Participate in supervision, workflow improvement, and administrative training processes as directed.
- Carry out all duties in accordance with clinic policies, procedures, confidentiality requirements, and operational expectations.

General Administrative Support

- Support routine clinic administration such as mail distribution, standard correspondence, supply coordination, and basic administrative organization.
- Assist with preparation of routine communication materials or operational documents as directed.
- Provide general administrative support to Clinical Services within role scope and as assigned.

REQUIRED EDUCATION AND EXPERIENCE:

- High school diploma or equivalent.
- Completion of a recognized Medical Office Assistant certificate is preferred.
- Minimum two years of experience in a medical office, clinic,



community health, or similar administrative environment is preferred.
- Experience working in an Indigenous community, health setting, or culturally grounded service environment is an asset.
- Experience using electronic medical records and Microsoft Office programs, including Outlook, Word, and Excel.
- Criminal record check with vulnerable sector clearance, or willingness to obtain.

REQUIRED KNOWLEDGE, SKILLS, AND ABILITIES:

- Strong organizational skills and ability to manage multiple competing priorities in a fast-paced environment.
- Strong attention to detail and ability to complete administrative work accurately and consistently.
- Excellent verbal and written communication skills.
- Demonstrated ability to maintain confidentiality, professionalism, and sound judgement.
- Ability to follow structured processes and use designated administrative workflows consistently.
- Ability to identify issues requiring escalation and communicate them promptly and clearly.
- Strong interpersonal skills and ability to interact respectfully with clients, families, staff, and external partners.
- Demonstrated cultural humility and ability to contribute to a welcoming, respectful, and culturally safe workplace.
- Ability to work independently, take direction, and contribute positively to a team-based setting.
- Reliability, punctuality, and consistent follow-through on assigned responsibilities.

WORKING CONDITIONS:

- Work is performed primarily in a clinic and office environment.
- The role requires frequent interaction with clients, staff, and external partners in person, by phone, and through electronic systems.
- The role requires extended periods of computer use, attention to detail, and management of multiple interruptions throughout the day.
- The role may involve exposure to sensitive information, emotionally charged situations, and competing service demands requiring professionalism and composure.
- Occasional lifting of office materials, files, or supplies may be required.

Job Types: Full-time, Permanent

Pay: $28.00-$38.00 per hour

Benefits

- Extended health care
- Life insurance
- On-site parking
- Paid time off

Experience:
- medical office, clinic, or community health: 2 years (required)

Licence/Certification:
- Medical Office Assistant (MOA) certification (preferred)

Location:
- Victoria, BC (required)

Work Location: In person

📌 Medical Office Assistant (MOA) (Victoria)
🏢 SONGHEES FIRST NATION
📍 Victoria