At Support House, we open doors, minds, and possibilities. We build opportunities, we inspire change, and we transform health care. We believe everyone deserves support.
Support House is directed by our core values. They guide our agency’s decisions and actions, unite our staff, define our brand, and inspire our culture. We connect by building meaningful relationships. We put people first by supporting them to direct their own path. We focus on holistic wellness. We foster engagement through designing housing, supports and the system together.
Support House offers supportive housing options, primary care, community outreach, peer support and building system capacity.
Diversity, Equity, and Inclusion
Support House is committed to leveraging diverse backgrounds, experiences, and perspectives of our employees in order to provide services to an equally diverse community and encourages applications from all qualified candidates.
The main purpose of this position
The Medical Office Assistant (MOA) plays a critical role in supporting the day-to-day operations of the Interdisciplinary Primary Care Team at Support House’s clinic at 760 Brant Street in Burlington.
This role supports client access, primary care attachment, and continuity of care through effective coordination of referrals, scheduling, Electronic Medical Record (EMR) documentation, and communication across interdisciplinary providers and community partners.
The MOA focuses on administrative coordination and clinic flow to support efficient service delivery.
The MOA works as part of a collaborative, client-directed team delivering trauma-informed, harm reduction–based care to individuals experiencing barriers to accessing primary care, including those affected by housing instability, mental health, and substance use.
Responsibilities
Internal Role
- Manage intake, appointment bookings, screening, and uploading of referrals into the EMR system (e.g., PS Suite), supporting client attachment processes.
- Create, maintain, and update accurate client charts in alignment with clinical and organizational standards.
- Support interdisciplinary team workflows, including coordination of provider schedules and clinic flow.
- Maintain electronic and physical filing systems and ensure proper organization of all clinical and administrative documentation.
- Monitor and manage clinic communications, including general email inboxes and reception phone lines.
- Coordinate onboarding and administrative support for new staff in collaboration with the Manager.
- Track and manage inventory of clinical and office supplies.
- Prepare documentation and materials for team meetings, including agendas and meeting minutes where appropriate.
- Maintain strict confidentiality in accordance with PHIPA and organizational policies.
- Collaborate with the System Navigator to support seamless coordination of client appointments, referrals, and follow-up activities.
External Role
- Coordinate and schedule client appointments with primary care providers, specialists, diagnostic services, and community partners.
- Confirm appointments, provide reminders, and support follow-up to enhance client engagement and attendance.
- Facilitate communication between the IPCT and external service providers, including hospitals, labs, and social service agencies.
- Support the coordination of referrals, appointments, and care pathways to ensure timely access to care.
Clinical and Program Support
- Support care coordination processes, including preparing documentation for interdisciplinary meetings and case reviews.
- Ensure accurate, timely, and secure handling of client health information.
- Assist in tracking service utilization, client outcomes, and program data to support reporting and quality improvement initiatives.
- Contribute to a seamless, client-centered clinic experience.
- Work collaboratively with interdisciplinary team members to support integrated care delivery.
Professional Development Work
- Practice in alignment with trauma-informed, harm reduction, Housing First, and client-directed care principles.
- Engage in ongoing learning and training relevant to primary care, population health, and administrative best practices.
- Participate in supervision, annual performance reviews, and team debriefings.
- Engage in Communities of Practice and organizational learning initiatives.
Personal Development Work
- Maintain personal wellness and engage in self-reflection to support sustainable work practices.
- Communicate needs related to workload, support, or accommodations to leadership as appropriate.
- Participate in breaks and wellness activities during the workday.
- Access internal and external supports (e.g., EFAP) as needed.
Knowledge and skills necessary to be successful in this role
- College diploma in Medical Office Administration, Health Administration, or a related field, or equivalent experience.
- 1–3 years of experience in a medical or administrative office environment.
- Experience supporting primary care or community health programs is preferred.
- Experience in mental health, addictions, housing, or community-based services is an asset.
- Proficiency with Microsoft Office Suite (Word, Excel, Outlook, Teams).
- Experience with EMR/EHR systems (e.g., PS Suite) is strongly preferred.
- Strong organizational, data entry, and documentation skills.
- Knowledge of PHIPA and confidentiality best practices.
- Demonstrated ability to work effectively in an interdisciplinary team environment.
- Strong interpersonal and communication skills with a client-centered approach.
- Cultural humility and experience working with diverse and marginalized populations.
- Ability to manage competing priorities in a fast-paced clinical setting.
- Lived experience relevant to the populations served is considered an asset.
- Valid driver’s license and access to a vehicle is considered an asset.
Working conditions
- This role is based at the Burlington clinic, with flexibility to support other Support House locations or community settings as required.
- The position operates within a dynamic clinical and community environment.
- Work is primarily office-based with some coordination across community and system partners.
- Flexibility may be required to support program and operational needs.
- Support House prioritizes flexibility, collaboration, and work-life balance.
Pay: From $55,000.00 per year
Benefits:
- Company events
- Dental care
- Employee assistance program
- Extended health care
- Flexible schedule
- Life insurance
- On-site parking
- Paid time off
- Vision care
Work Location: In person
