Within the context of a client centred model of care and in accordance with the vision
and values of the VP Students portfolio, the Secretary to Medical Professionals is part of a team
providing a full range of clerical services in the support of client care. The position performs
clerical/reception functions such as scheduling, and data entry. Duties range form routine to complex
and include maintaining a highly confidential electronic medical record system, correspondence and
communication. The Secretary to Medical Professionals receives payments, prepares financial and
statistical reports, types and prepares a variety of reports and other materials utilizing computer systems and software relevant to the job. Maintains an inventory of stationery and medical supplies. This position requires good judgment, the ability to work cooperatively in a fast paced environment, and the ability to respond with tact and sensitivity to a variety of patients and to perform all the duties with strict confidentiality.

Organizational Status
Works under the direction and reports to the Manager. Takes instructions from director, manager and physicians.

Work Performed
1. Customer Service

Provides efficient seamless and accessible reception service as demonstrated by:
Responding respectfully and sensitively, to a culturally diverse stakeholder population (students, faculty, staff, colleagues, parents, and campus visitors).
Effective verbal and nonverbal communication (welcoming and warm manner, empathic listening, ability to clarify and assess what is being asked, speaking clearly and articulately, ability to diffuse situations involving ill, anxious, or frustrated individuals
Effective written communication (ability to clarify and assess what is being requested, responding
concisely, accurately, and articulately in writing to email inquiries and correspondence.
Providing timely service with minimal supervision and working effectively during high volume periods.
Working collaboratively within a service team context to ensure high standards of service provision in
accordance with Student Health Service policies.

Deals with customer service complaints effectively as demonstrated by:
Collaborating with parties involved to address difficulties.
Negotiating positive outcomes.
Determines the urgency of requests for services and works closely with the Manager to  manage smooth flow of patients.
Schedules appointments for physicians and nurses.
Communicates with other clinical offices, departments and units to coordinate client appointments and testing.
Registers students for appointments and obtains and enters data into computerized electronic medical record system.
Verifies student registration status and health insurance status using established computerized database systems.
Assists students in using the electronic medical record system.
Receives, scans and imports and transfers diagnostic reports from external laboratories to clinic medical record system
Responds to requests for records and information releasing information to authorized personnel in
accordance with established standards and guidelines and procedures.
Transcription of physician clinical notes, reports and letters.

2. Financial Support
Reviews physician and nursing billing and diagnostic code entries for errors and omissions and corrects accordingly.
Reviews patient medical forms for completion (Workers Compensation Board of BC, Insurance
Companies, 3rd Party Medicals, etc) and bills accordingly.
Processes Medical/Legal requests and bills accordingly.
Prepares billing claims and performs electronic transmission and retrieval of claims to Health Insurance Agencies.
Reconciles, reviews and makes necessary corrections of computerized claims (i.e. rejections,
adjustments, payless and on hold claims).
Prepares and mails invoices for patient and private insurance company accounts.
Processes receipts for incoming payments by cash, cheques and electronic transactions.
Prepares cash and cheque deposits.
Follow up and cost recovery of outstanding accounts.
Maintains equipment rental logs and mails invoices on overdue accounts.
Maintains billing and diagnostic code files for the purpose of patient billing.
Compiles financial reports utilizing word processing and spreadsheet software.
Responds to oral and written patient billing inquiries.
Prepares and/or performs data entry of financial documents (cash deposits, journal vouchers, invoices, travel claims, etc)
Assists the Manager with maintaining, reconciling and reporting financial records by recording in word processing and spreadsheet software.
Maintains and files purchase requisitions, invoices and supporting documents.
Prepares invoices to external businesses, organizations, agencies, prepares journal vouchers for internal charges for services, rendered to various university departments.

3. Administrative Support
Provides a full range of administrative support and duties associated with the care of patients at Student Health Service.
Types a variety of materials from draft copy, formats and edits electronic drafts using a variety of
computer applications.
Photocopies and faxes a wide variety of forms and documents.
Assists with preparation of protocol and procedure manuals.
Ensures that clinical, reception and waiting room space are well maintained ensuring that office supplies and information materials are stocked.
Sorts and distributes mail and incoming faxes.
Maintains photocopiers, printer, and video equipment.
Prepares statistical reports on patient contacts to clinic.
Maintains an inventory of stationary and medical supplies.
Prepares data tapes for electronic medical record back up system, reviews computer logs and reports
discrepancies to unit Manager.
Files miscellaneous documents

4. Communications
Screens and responds accurately to a variety of in-person, written and oral inquiries of an interpretive
nature and provides referral information for students as appropriate.
Provides accurate and clear information to the public, students and the university community regarding health and wellness services as well as other campus resources.
Provides medical information within the boundaries of training and protocols of the unit.
Maintains strict confidentiality of student information and medical records.

5. Clinical Support
Ensures clinical examination rooms are well maintained ensuring that medical and stationary supplies are stocked.
Organizes equipment and examination rooms for diagnostic procedures and treatments as required.
Performs minor diagnostic procedures and testing as requested by physicians or nurses.
Attends medical examinations on request by physician.
Submits requests for medical and stationary supplies to unit Manager.
Cleaning and sterilization of medical equipment and instruments.

6. General Office Duties
Performs other duties as required.
This position requires the ability to function in all areas of the department. This position requires direct interaction with patients and medical personal on a daily basis. The incumbent has frequent exposure to minor and major disagreeable conditions such as biomedical and non-biomedical wastes. Tasks are completed under pressure with frequent interruptions.

Consequence of Error/Judgement
All information must be accurate and provided in a respectful, timely and supportive way. Failure to
provide service that meets these standards may impact negatively on access to services, jeopardize
student s wellbeing, and result in increased risk to the university. Errors or incorrect decisions could
result in direct costs, lost opportunities, delays for students and staff. Damage to the unit s and to the
University s reputation may occur if the incumbent does not deal tactfully and helpfully with students,
parents, faculty members and others.

Supervision Received
Works cooperatively in a team environment under the supervision of the manager. Sets priorities and
performs most duties independently, occasionally consulting manager with reference to new or complex problems. Reports problems, discrepancies and office issues to the Manager.
Supervision Given
Works cooperatively with other employees.