Medical Administrative Assistant

Medical Administrative Assistant

The Medical Administrative Assistant serves as the primary front-of-house and intake support role for the Crisis and Acute Outpatient Services building. This position combines medical administrative responsibilities with front desk operations and requires medical and behavioral health awareness to help identify potential safety or medical concerns and escalate appropriately to clinical staff.

This role is administrative in nature and does not provide clinical care, but it requires familiarity with medical terminology, crisis environments, and the ability to exercise sound judgment in a high-acuity setting.

Education Requirement: High school diploma or GED

Experience Requirement:

• Medical or healthcare administrative experience required
• Strong communication skills and ability to remain calm in high-stress situations

Preferred Qualifications:

• Certified Medical Assistant (CMA) or comparable medical training
• Experience in managing front desk operations, customer service and administrative duties
• Experience in behavioral health, crisis services, emergency departments, or acute care settings
• Familiarity with trauma-informed care and de-escalation principles
• Experience working in fast-paced, public-facing healthcare environments

Work Environment:

• Crisis and acute outpatient behavioral health setting
• Frequent interaction with individuals experiencing acute distress
• Requires sustained situational awareness and professional judgment

Licensure/Certification Requirement:

• Certified Medical Assistant certification required.
• BLS/CPR certification required

Key Job Responsibilities:

Front Desk & Intake Operations:

• Serve as the first point of contact for clients, families, first responders, and community partners
• Greet and assist individuals in a calm, professional, and trauma-informed manner
• Answer and appropriately route incoming calls, including identifying time-sensitive or urgent concerns
• Coordinate check-in and check-out processes for crisis and outpatient services
• Schedules appointments for indicated services and makes follow up calls as necessary
• Collect and manage required copayments at time of service
• Manage lobby flow, monitor wait times, and communicate updates to clinical and security staff
• Maintain confidentiality and ensure HIPAA compliance at all times

Medical Administrative Support:

• Collect and verify demographic, insurance, and intake information accurately
• Enter and update information in the electronic health record and related systems
• Communicate effectively with clinical staff regarding arrivals, concerns, or changes in client status
• Assist with coordination of EMS, law enforcement, or crisis team arrivals as needed
• Follow established protocols for documentation, safety alerts, and incident reporting

Clinical Awareness & Safety Support (Non-Clinical):

• Observe clients for signs of medical distress, intoxication, withdrawal, escalating agitation, or behavioral risk
• Recognize red-flag symptoms and promptly notify nursing or clinical staff per protocol
• Support crisis response workflows by following escalation and safety procedures
• Assist in maintaining a safe, orderly, and welcoming lobby environment

General Duties:

• Maintain organized front desk and intake areas
• Support compliance with safety, emergency, and organizational policies
• Participate in required trainings related to crisis response, safety, and trauma-informed care
• Perform other administrative duties as assigned in support of crisis and outpatient operations

Knowledge/Skills/Abilities:

• Crisis and acute outpatient behavioral health setting
• Frequent interaction with individuals experiencing acute distress
• Requires sustained situational awareness and professional judgment

Supervision Provided by this Job: None

Physical Demands/Conditions: Prolonged standing and walking; lifting, turning patients and equipment. Heavy Work - Exerting up to 150 pounds of force occasionally, and/or up to 75 pounds of force frequently, and/or up to 30 pounds of force constantly to move objects. (May be further defined as "with or without assistance.")