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Medical Office Assistant
Description
About Stem Health
Stem Health is reimagining the primary care experience for individuals who want a more thoughtful relationship with their health. Physician-led and membership-based, we combine medical excellence with the warmth of hospitality anchored in a beautifully designed flagship clinic at First Canadian Place, opening September 2026. Our care model is relationship-based, data-informed, and built on time, trust, and exceptional service.
Position Summary
As a Medical Office Assistant, you are the first voice and first face of Stem Health, the person who sets the tone for every member interaction, keeps the clinical day running smoothly, and ensures nothing falls through the cracks behind the scenes. You bridge the front desk and the clinical team, handling scheduling, communications, billing, and administrative support with equal parts efficiency and warmth.
Reporting to the Clinic Manager, this role begins in Phase 1 as a fully virtual position supporting telehealth operations and member communications remotely. In Phase 2 you will transition on-site to our flagship clinic at First Canadian Place, working in the clinic.
Key Responsibilities
Patient experience and front desk
- Greet and welcome members warmly, whether by phone, email, or in person, setting the tone for a premium and personalized care experience.
- Manage patient check-ins and check-outs efficiently, confirming appointment details and updating records in the EMR before and after visits.
- Respond to patient inquiries via phone and email with professionalism and discretion, providing information or directing them to the appropriate provider.
- Coordinate pre-appointment communications: confirmations, instructions, and any required intake forms.
- Manage follow-up actions post-visit: referral coordination, recall scheduling, and sharing relevant documentation with patients as directed by clinicians.
Scheduling and calendar management
- Own the daily appointment schedule across all providers booking, rescheduling, and cancellations with attention to clinical workflows and provider preferences.
- Manage the schedule for telehealth and in-person visits across Phase 1 and Phase 2, maintaining accuracy and minimizing gaps.
- Proactively flag scheduling conflicts or gaps to the Clinic Manager and clinical leads.
Billing and administrative operations
- Process OHIP billing accurately and in a timely manner; reconcile billing discrepancies and follow up on outstanding claims.
- Handle point-of-sale transactions for private pay services, retail sales, memberships, and any applicable fees.
- Maintain accurate and up-to-date patient records in the EMR, including demographics, consents, and visit documentation.
- Prepare and organize clinical correspondence, referral letters, and specialist communication as directed by physicians.
Clinical support and team coordination
- Support physicians and clinical team leads with administrative tasks that enable smooth day-to-day clinic operations.
- Prepare examination rooms and ensure clinical spaces are clean, organized, and stocked ahead of patient visits.
- Liaise with the Medical Director, clinical providers, and allied health staff to ensure continuity of care and clear communication.
Compliance and confidentiality
- Handle all patient information with strict confidentiality in compliance with PHIPA and Stem Health's privacy policies.
- Maintain organized physical and digital records, ensuring documentation is accurate, accessible, and audit-ready.
- Support the Clinic Manager with any regulatory or accreditation-related administrative requirements.
Qualifications & Experience
- Diploma in Medical Office Administration, Medical Secretary, or a related program required.
- Active registration as a Registered Practical Nurse (RPN) with the College of Nurses of Ontario (CNO) is preferred.
- Minimum 1–2 years of experience in a medical clinic or healthcare setting family medicine experience is strongly preferred.
- Proficiency with EMR scheduling and documentation; experience with OHIP billing is required. Our EMR is Telus Collaborative Health Record (CHR)
- Comfortable with point-of-sale systems and standard office tools (phone, email, electronic filing).
- Experience supporting telehealth or virtual care operations is an asset.
- Exceptional interpersonal and communication skills you make people feel taken care of, on the phone and in person.
- Highly organized, able to multitask in a fast-paced environment without sacrificing accuracy or warmth.
- Discreet and professional in handling sensitive patient information at all times.
- Genuine interest in premium, patient-centred healthcare and the people who seek it out.
Ideal Candidate
You are the kind of person who notices the small things. You are organized without being rigid, warm without being informal, and efficient without making anyone feel rushed. You thrive when you're the connective tissue between a clinical team and its patients, and you take pride in the fact that things run well, in large part, because of you.
Why Join Stem Health
- Be one of the first hires at a physician-led, membership-based clinic reimagining primary care in Canada opening at First Canadian Place in September 2026.
- Work at the intersection of exceptional clinical care and genuine hospitality, in an environment designed to feel nothing like a typical medical office.
- Collaborate daily with a close-knit team of physicians, clinical leads, and support staff who care about getting it right.
- A role that evolves with the clinic growing from virtual operations in Phase 1 to a full in-clinic environment in Phase 2.