At UBC, we believe that attracting and sustaining a diverse workforce is key to the successful pursuit of excellence in research, innovation, and learning for all faculty, staff and students. Our commitment to employment equity helps achieve inclusion and fairness, brings rich diversity to UBC as a workplace, and creates the necessary conditions for a rewarding career. ​​​​​​

This position provides advanced medical office assistance, administrative, clerical, or executive assistant support to UBC departments located on Point Grey Campus, Robson Square, or several hospital sites. Employees are hired by UBC Hiring Solutions and are assigned to different UBC departments usually on a full-time basis to fill various administrative and clerical-based positions.

Employees are placed based on availability, qualifications, and abilities and our placements can vary from a few days to months depending on the needs of our clients.  Our employees are usually working full-time on back-to-back placements and if eligible, can join the generous UBC benefits package after passing their probationary period.  We provide our employees with the opportunity to work all over the campus and gain valuable work experience at UBC.

Please note that we give priority to experienced Clinical/Medical Office Assistants/Receptionists who are available immediately. Also, we are not recruiting for specific positions, but we are looking for service-minded professionals to join our roster.

Organizational Status

Reports to UBC Hiring Solutions Manager or designate.  For duties, reports to the Clinic Manager or Administrative staff.  Work closely with other Clinic Receptionists, Chart Room Clerks, and Administrative Clerks. Interacts regularly with patients, students, faculty, and other staff. 

Work Performed

• Answers telephone and in-person queries from prospective and current patients about programs available for treatment.  Answers queries about treatment entries and charges in the computer records.  Identifies problems in computer records and forwards for correction.
• Books appointments for routine and urgent care patients. 
• Provides guidance and instructions, and liaises with medical plans to ensure that patients receive maximum benefits.  Verifies and prints insurance claim forms for reimbursement. Troubleshoots insurance processes.
• Allocates payments in patient records from insurance remittances, and follows up problems with patients and insurance companies.  Gathers information from patient records.
• May instruct students during orientation, once or twice per academic year, on reception procedures, patient payments, laboratory procedures, and other plans.
• May take daily payments of cash, cheques, credit cards, and direct deposit.  Accurately enters payments into patients' records and issues receipts to the patient. Reconciles and prepares deposits on a daily basis.
• Contacts patients by phone with outstanding accounts and NSF cheques to obtain payment.
• Closes patients' accounts and gathers information on accounts to be forwarded to a collection agency.
• May check laboratory items to ensure that pre-payment has been made or that pre-determination has been approved by plans.
• Enters data for Laboratory invoices into patient records.
• Prepares charts and computer records for patients.
• Responsible for setting up and maintaining a system for archiving and recycling medical charts.
• Maintains and operates a highly confidential electronic medical record system

Demonstrated service skills required:

• Provides respectful, tactful, fair, and efficient service to a culturally diverse group of clients including students, faculty, staff, colleagues, affiliates, suppliers, and campus visitors.
• Communications (oral)

·       Interacts with co-workers, clients/customers in a pleasant, courteous manner.

·       Listens effectively and empathically.

·       Clarifies and assesses what is being asked.

·       Defuses situations by remaining in emotional control when co-workers, clients/customers/suppliers are anxious, frustrated, or angry.

• Communications (written)

·       Clarifies and assesses what is being asked.

·       Responds concisely with grammatical accuracy in writing to email inquiries and correspondence.

·       Provides timely service with minimum supervision.

·       Works effectively during high-volume placements.

·       Works co-operatively within a departmental team. 

·       Is well organized and able to multitask in a fast-paced environment.

• Works effectively under pressure.
• Works independently with a high degree of accuracy.
• Enters data efficiently and accurately.
• Coordinates and executes complex administrative tasks related to meetings and events bookings, travel arrangements, and basic financial transactions.  
• Enters, edits, and manipulates data in relevant information systems, requiring data manipulation processes of a complex nature.
• Performs financial duties such as reconciling journal vouchers, and processing expenses, credit card payments, and travel requisitions.
• Responsible for the maintenance of office supplies, including inventory, ordering, and purchasing.
• Any other administrative duties required by the department to meet the operational needs.

Decision-making and judgment:

• Decision-making:

·       Analyze information and identify potential solutions. 

·       Solves problems.

·       Makes decisions within established guidelines.

• Judgement:

·       When required, accurately interprets data/verifies the information.

·       Recognizes discrepant perspectives, balances needs, and makes every attempt to resolve conflict.

·       Recognizes limits (e.g. knows what is an emergency, or when to refer).

·       Exercises judgment based on a thorough knowledge of established policies and procedures or recognizes the need to defer to departmental authority.

·       Exercises integrity.

·       Makes appropriate use of operational tools and equipment.

·       Maintains privacy and confidentiality and uses authority appropriately.

• Adapts to changing priorities.
• Willingness to respect diverse perspectives, including perspectives in conflict with one’s own.
• Demonstrates a commitment to enhancing one’s own awareness, knowledge, and skills related to equity, diversity, and inclusion.

Other requirements:

• Follows all Hiring Solutions' policies as outlined in the orientation material with particular, adherence to procedures as they relate to timesheet submission, reporting sick time, and vacation requests. 
• Exercises tact, judgment, and sensitivity to the departmental environment; conforms and adapts to the established standards of conduct.
• At the outset of each placement, requests the following information from the department:
• Information concerning hours of work and appropriate break times.
• Their policies concerning the personal use of e-mail and Internet.
• The departmental reporting structure and procedures as they relate to the placement.
• The department dress code and scent-free policy.
• Immediately communicates to Hiring Solutions any concerns that may impede the successful completion of the placement.
• Advises Hiring Solutions of any reason for absence, tardiness or any other reason that would affect their ability to complete the hours as set out by the department.
• Makes every effort to maintain and upgrade their office skills through the resources provided by Hiring Solutions and the University.

Supervision Received

Works under general supervision with general instructions and guidelines.  Routine duties are performed without ongoing direction.

Supervision Given

N/A

Consequence of Error/Judgment

Work is performed under clearly defined guidelines requiring minimum judgment on methods used to perform work. Resolves some problems but refers most to the supervisor.  Errors can be corrected but could result in patients not receiving treatment when needed causing angry patients, faculty, and students to miss valuable clinical instruction time.

Qualifications

High School graduation and completion of a Medical or Dental Office Assistant program (including terminology). Minimum of two years of relevant experience or the equivalent combination of education and experience.  A high level of knowledge of medical insurance with at least two years of experience in preparing claims and reconciling payments. Knowledge of Ministry of Social Services coverage provided for patients with disabilities.  Ability to maintain accuracy and attention to detail. Ability to type at 50 wpm and to operate the normal range of office equipment as may be required in the performance of duties, such as data entry systems, calculators, and copying machines.  Excellent communication and organizational skills are required.  Knowledge of medical terminology is required.  Word processing/spreadsheet/computer experience required. Proficiency with electronic medical records. Ability to exercise tact and discretion. Ability to work in a fast-paced environment. Experience with patients who speak English as a second language and also patients with disabilities.

More Information

The average pay range is between $23.49 - $25.53 per hour (depending on the position you are placed into).

Due to the high volume of applications we receive, we regret that we will contact only those applicants who have been shortlisted.

If you have already applied to Hiring Solutions in the past 6 months, please do not apply again.

Equity and diversity are essential to academic excellence. An open and diverse community fosters the inclusion of voices that have been underrepresented or discouraged. We encourage applications from members of groups that have been marginalized on any grounds enumerated under the B.C. Human Rights Code, including sex, sexual orientation, gender identity or expression, racialization, disability, political belief, religion, marital or family status, age, and/or status as a First Nation, Metis, Inuit, or Indigenous person.

If you have any accommodation or accessibility needs during the job application process, please contact the Centre for Workplace Accessibility at workplace.accessibility@ubc.ca.