Medical Office Assistant (MOA)

Location: Hamilton, ON
Reports To: Medical Office Manager
Hours of Work: Full-Time (Flexible schedule)

Infini Health Vision and Culture

At Infini Health, we are a leading integrated sports medicine, musculoskeletal, neurological, and pain center. Utilizing advanced diagnostic imaging, we provide comprehensive medical assessments aimed at optimizing the health and performance of our patients. Our focus on patient care, research, and education sets us apart, with a diverse clientele that includes professional athletes, performing artists, and individuals seeking cutting-edge healthcare solutions.

Who This Position Is Perfect For:

This role is tailor-made for a proactive individual who thrives in a fast-paced, ever-evolving environment. The ideal candidate will:

• Be based in Hamilton, as this position requires in-office attendance with flexible working hours.
• Possess a strong work ethic and commitment to excellence.
• Be highly organized with the ability to multitask effectively while maintaining a focus on patient satisfaction and clinic operations.
• Demonstrate strong leadership and communication skills with a proven ability to manage teams.
• Be comfortable working autonomously, taking initiative to manage tasks and resolve issues efficiently.

Role Description Summary

The Medical Office Assistant at Infini Health is often being the first point of contact for our patients and a representative of who we are. This position is highly focused on patient care and service, while ensuring seamless and efficient operations of the clinic. This role is crucial for managing patient interactions, scheduling appointments, maintaining health records, and supporting the overall functioning of the clinic. This position requires excellent communication, organizational skills, the ability to prioritize and multitask and a commitment to providing exceptional customer service to ensure a positive experience for every patient.

Key Responsibilities:

1. Clinical Care Services

• Receive and welcome patients to the clinic.
• Check patients in and provide necessary paperwork for their visit.
• Assist patients with initial paperwork as required.
• Answer or direct patient queries and feedback, ensuring a high level of customer service.
• Coordinates the flow of patients in and out of the examination and treatment areas to ensure efficient use of the facility and schedules are maintained.
• Answer multi-line phone system and emails and direct to the appropriate party. Prioritizing and responding in a timely manner.
• Professionally communicate with referring physicians, clinics, hospitals, etc. and maintain positive relationships with other health care teams.

2. Patient Scheduling Services

• Process incoming referrals.
• Schedule and confirm medical appointments.
• Maintain and effectively manage waitlists.
• Communicate what to expect at the appointment and how to prepare for the initial appointment.
• Send appointment reminders to patients.
• Communicate and uphold clinic no show and late cancellation policy.

3. Ongoing Patient Support

• Assist with booking follow-up appointments or tests.
• Update and maintain patients’ health records.
• Follow-up or assist with individual patient’s visit needs – reminders to bring items to next appointment.

4. Clinical Operations Support

• Maintain examining rooms with necessary supplies and ensure rooms are cleaned and orderly between patients.
• Maintain waiting room ensuring cleanliness and a welcoming environment.
• Provide administrative support to the clinic including data entry, faxing, scanning, shredding, letters, photocopying, etc.
• Provide training to new MOA staff, as required.
• Provide coverage for breaks or time-off for other team members.
• Advise appropriate staff when inventory is running low.
• Follow clinic procedures and practices, providing feedback for improvements.
• Understand and comply with clinic environmental infection prevention and control measures.
• Understand and comply with clinic sick policy.
• Maintain professional communication and relationship with all members of clinical team.
• Clear understanding and ability to comply with regulations surrounding privacy and confidentiality in accordance with FOIP, Alberta Netcare etc.
• Other duties as assigned.

Qualifications & Skills

Education & Experience:

• Completion of post-secondary diploma or certificate in Medical Office Administration will be considered an asset.
• Minimum of 2 years’ progressive experience in a multidisciplinary clinical setting, ideally in diagnostic imaging, pain management, or musculoskeletal care.
• Solid understanding of healthcare administration, regulations, compliance, and industry best practices.

Skills & Competencies:

• Strong organizational skills with an ability to manage multiple tasks and priorities effectively.
• Proven ability to remain calm under pressure, with a customer-focused approach and excellent interpersonal skills.
• High attention to detail and accuracy, particularly in patient information and billing.
• Proficient in Microsoft Office and experience using EMR systems, PACS, and other clinic software.
• Strong verbal and written communication skills.
• Ability to maintain confidentiality and comply with privacy regulations.
• Key competencies include adaptability, problem-solving, team collaboration, and technology proficiency.

Working Conditions:

• The Medical Office Assistant will work primarily in an office/clinic environment at our Hamilton location.
• Full-time role with flexibility in schedule to accommodate clinic needs.
• The role requires a collaboration, strong communication, and team-player attitude within a dynamic, high-volume setting.

Physical & Psychological Health Requirements:

• The role may involve physical activities, including extended periods of computer work, administrative duties, organizing office spaces, and managing equipment.
• Must be able to practice patience and empathy while interacting with patients experiencing both acute/chronic pain.
• Ability to assist patients entering or exiting the clinic with mobility challenges.

Employee Equity Statement

Infini Health is an equal opportunity employer committed to diversity and inclusion. We welcome applications from all backgrounds and encourage individuals from equity-seeking groups to apply. We will provide accommodations throughout the recruitment process as per the Accessibility for Ontarians with Disabilities Act (AODA) and the Alberta Human Rights Act.

Job Types: Full-time, Permanent

Schedule:

• Day shift
• Evening shift
• Monday to Friday
• Morning shift
• Weekends as needed

Work Location: In person