Medical Secretary

# Summary 

# About the organization 

 The Community Health Centres of Northumberland (CHCN) is a non-profit, registered charity that has been providing comprehensive, community-based health services since 2008. Established in 2007 and governed by a Community Board of Directors of twelve dedicated local residents, CHCN reflects the diverse strengths, experiences, and perspectives of Northumberland County.

CHCN’s interdisciplinary team of approximately 65 staff includes primary care providers, allied health professionals, dentists, dental hygienists and assistants, community health workers, and social workers. Together, they deliver care through an integrated model of health and wellbeing that recognizes the social, economic, and environmental factors influencing health.

# About the position 

 Job Summary:        

The Medical Secretary is the central administrative and communication support for the Rural Outreach Clinic and serves as a key first point of contact for patients, community partners, and the interdisciplinary care team. This role provides professional reception, scheduling, clerical, and operational support to ensure efficient day-to-day clinical functions and a high standard of customer service. 

Key Responsibilities:

Core Services:

• Provide general reception services for the Rural Outreach Clinic (greet individuals and direct them to an appropriate location(s), answer incoming calls, screens calls and direct appropriately).
• Create a welcoming and inclusive environment for patients and visitors.
• Respond to general inquiries, acquire services for patients (e.g., taxis) and provide information to the public and other agencies.
• Schedule appointments for primary care patients, and clients of other programs where appropriate or necessary.
• Support virtual care workflows, including phone and video appointments, electronic communication, and appointment coordination.
• Answer queries from patients regarding appointments, programs offered, available services etc.
• Retrieve messages left on the general voicemail box and transfer or handle as appropriate.
• Make arrangements and referrals with external services as directed (i.e., specialists, diagnostic imaging, lab work etc.).
• Use referral tracking software i.e. Ocean, PSS EMR. 
• Use sound judgement to prioritize competing demands, including urgent client needs, clinician requests, and administrative deadlines. 
• Complete the registration process for new patients, maintain accurate information of existing roster/panel.
• Prepare new patient charts, usually electronic and hard copy when necessary (i.e., prenatal and babies).
• Accurately document and update patient information in the electronic medical record (EMR) in accordance with organizational standards and privacy legislation.
• Maintain an accurate and confidential filing system, electronic based and paper based when necessary (i.e., referral forms)
• Independently respond to both verbal and written inquiries. 
• Prepare information requests, follow ups, file reviews, and other general correspondence as appropriate or as directed by Primary Care Providers and interdisciplinary care team. 

Outreach & Community Support

• Participate in planning outreach clinics, mobile services, and community-based programming as operationally required
• Attend community events with the Primary Care Provider or care team when appropriate
• Build relationships with local community partners to improve rural access and continuity of care

Operations & Teamwork

• Support clinic flow, room readiness, scheduling coordination, inventory, and supply management
• Participate in quality improvement initiatives, program evaluation, and workflow development
• Collaborate effectively within an interdisciplinary team environment
• Support a respectful, patient-centered, and team-focused culture

Organizational Responsibilities:

• Treat all individuals with respect and value, contributing to a positive, respectful, and safe workplace
• Incorporate critical thinking practice and a collaborative interdisciplinary approach to problem solving, decision-making, and service delivery 
• Work in a manner that respects privacy and preserves confidentiality following all relevant policies. 
• Promote safety and seek to minimize risks to patients, staff, community partners, visitors, and CHCN property and reputation. 
• Collect and report statistical (quantitative and qualitative) information as required
• Incorporate and contribute to the Centre’s efforts for service in excellence and continuous quality improvement by identifying, implementing, and evaluating standards, policies, and practices to support best practices. 
• Participate as a team member in staff functions: program planning, team and inter-team meetings, all staff meetings and team building
• Adhere to all CHCN infection prevention and control policies, including screening protocols, enhanced infection prevention procedures, and use of personal protective equipment as required.
• Accept responsibility for assigned duties, meet established timelines, and seek clarification or support when workload or priorities are unclear. 
• Works in a manner that seeks to minimize risk to clients, self, the Centre and to staff.  Committed to safety, works in a manner that demonstrates responsibility for following the Centre’s safe work practices and works in compliance with the Occupational Health and Safety Act. Takes responsibility for and is expected to report and unsafe/at risk conditions as well as be accountable for their correction
• Communicates in a timely and positive manner with the Manager of Specialized Programs regarding job content, specific objectives and personal performance
• Identifies performance goals, objectives, and learning needs.  Identifies concerns in a timely manner and, in collaboration with the Manager of Specialized Programs, seeks resolution
• Participates in team-based care planning and clinic operations
• Contributes to the evolution of an NP-led rural access and attachment model
• Incorporates and contributes to the Centre’s efforts for continuous quality improvement by identifying, implementing and evaluating policies and practices to support best practice 
• Participates as a team member in all staff functions: program planning, team and inter-team meetings, all staff meetings and team building.
• Performs other duties as assigned.

# Qualifications

•  College diploma (medical secretary program or business college equivalent)

• Minimum 2-5 years’ experience in a medical office, primary care, or community health setting.
• Ability to communicate and work effectively on a multidisciplinary team.
• Experience working with electronic medical records (EMRs).
• Familiarity with virtual care environments and digital communication tools. 
• Knowledge of privacy legislation (PHIPA) and confidentiality standards.
• Experience working with rural, underserved populations who are marginalized and have difficulty accessing primary health care would be an asset.
• Superior customer service skills
• Excellent computer skills: Word, Excel, PowerPoint, Outlook, Calendar
• Superior time management skills, multitasking skills, and the ability to prioritize tasks with minimal supervision
• Able to work flexible hours as required.
• Excellent interpersonal and organizational skills.
• Excellent writing and oral communication skills
• Professional, responsive, and a positive attitude is essential