Medical Office Assistant

Department: Practice Operations

Reports To: Director of Practice Operations (Comm Sites)

Location: 2000 W Baltimore Street

FLSA Status: Non-Exempt

Supervisor: No

Hours: 8-4:30pm

Job Function: Essential On-Site

Overview

The Medical Office Assistant (MOA) is a dual-function role that provides both direct clinical support and front-end administrative services to pediatric, adolescent, adult, and geriatric clients within the medical clinic. Working under appropriate clinical and operational supervision, the MOA supports clients through every stage of their visit, ensuring safe, efficient, compassionate, and coordinated care delivery.

The MOA functions as an integral member of the multidisciplinary care team, assisting providers, nurses, and practice operations staff while upholding Health Care for the Homeless' mission and core values. This role requires flexibility to support clinical care, patient flow, registration, scheduling, and care coordination.

Key Role Responsibilities

Clinical Responsibilities

• Perform clinical tasks within scope of certification and training, including but not limited to: phlebotomy, immunizations, EKGs, nebulizer treatments, simple dressing changes, ear irrigation, obtaining laboratory specimens, taking and documenting vital signs, and assisting providers with examinations and procedures.
• Prepare exam rooms and assist providers during patient visits; anticipate provider needs to ensure efficient clinic flow.
• Review charts prior to visits to ensure required documentation is complete and available (labs, immunization records, consult notes, referrals, etc.).
• Accurately document vital signs, treatments, and clinical data in the electronic medical record (EMR) using appropriate formats(e.g., SOAP) and promptly communicate abnormal findings to licensed staff.
• Support population health and care coordination activities, including outreach for preventive care, chronic disease follow-ups, immunizations, and missed appointments, as directed.
• Maintain clinical supply inventory, order medical supplies, vaccines, and pharmaceuticals in a timely manner.
• Coordinate daily clinic maintenance, including instrument cleaning and sterilization, stocking exam rooms, processing laboratory specimens, and maintaining quality control and equipment logs.

Front Desk / Administrative Responsibilities

• Greet clients and visitors in a welcoming, respectful, and service-oriented manner; appropriately route clients using appointment systems, triage workflows, and clinic protocols.
• Manage client intake and registration, ensuring completion and accuracy of demographics, insurance information, consent forms, payer verification, EVS checks, and PCP assignments.
• Schedule, confirm, and reschedule appointments across multiple disciplines; document all scheduling and client interactions in the EMR to support clinical preparation and billing.
• Manage client discharge processes, including scheduling follow-up appointments, processing referrals, providing referral instructions, and distributing transportation tokens as applicable.
• Answer incoming calls and manage electronic messages in accordance with agency policy; provide basic telephone triage, prioritize urgent matters, and route messages appropriately.
• Process releases of information (ROI) and manage protected health information (PHI) in strict compliance with HIPAA and agency protocols.
• Support clinic workflow and patient navigation by assisting clients with forms, directions, care instructions, and connection to internal services.
• Maintain a clean, organized, and professional reception and work area that reflects the agency positively.

Integrated Team & Operations Support

• Actively participate in a multidisciplinary care team to support integrated treatment planning that accounts for clients' medical, behavioral, and social needs.
• Assist with clinic operations as needed, including coverage across sites and roles to ensure continuity of care.
• Manages clinical inbox which includes: provider staff and department staff, ensuring timely, accurate document handling and efficient workflow support.
• Contribute to departmental goals, quality improvement initiatives, and patient experience efforts.
• Perform other duties as assigned within the scope of the Medical Office Assistant role.

Knowledge, Experience and Skills

Formal Education and Training

• High School Diploma or GED required

Experience

• One year of experience in a medical office, community health center, or FQHC preferred
• Experience providing both clinical and administrative support strongly preferred
• Experience working with underserved, homeless, or low-income populations preferred
• Pediatric experience preferred
• Customer service experience required
• Bilingual (Spanish) highly preferred

Skills

• Excellent customer service, with ability to clearly communicate verbally and in writing
• Strong critical thinking and problem-solving skills to assess patient needs, troubleshoot clinical and administrative issues, and support efficient, high-quality patient care.
• Strong clinical and administrative organizational skills
• Excellent customer service and communication skills, both verbal and written
• Proficiency with EMRs, databases, and insurance systems
• Ability to maintain confidentiality and handle sensitive information professionally
• Ability to remain calm and respectful in high-stress or emotionally charged situations
• Strong interpersonal skills and ability to work within interdisciplinary teams
• Flexible, adaptable, and able to manage frequent interruptions
• Bilingual Spanish/English strongly preferred
• Willingness and ability to work across multiple clinic sites
• Demonstrates initiative, accountability, and a patient-centered mindset