OMI Admin Assistant 3 - Family Services

University of New Mexico•Albuquerque, NM

1d•$18 - $24•Onsite

About The Position

The Office of the Medical Investigator (OMI), a nationally accredited program within The University of New Mexico School of Medicine, investigates sudden, violent, untimely, unexpected, or unexplained deaths throughout New Mexico and determines cause and manner of death. The Administrative Assistant 3 – Family Services supports OMI’s statewide medicolegal mission by serving as a key point of contact for families, next of kin, funeral homes, healthcare providers, law enforcement, attorneys, and other stakeholders. The role coordinates family service requests and case-related inquiries, communicates sensitive information in accordance with laws and agency requirements, and provides professional, compassionate service in a fast-paced and highly accountable environment. The position requires balancing multiple priorities while maintaining accuracy, confidentiality, and adherence to established procedures. The incumbent documents communications, tracks inquiries and follow-up, maintains records, and coordinates with OMI personnel and external stakeholders. The role also supports compliance with agency procedures, accreditation standards, and legal requirements, and contributes to improving communication practices and service processes. OMI is a 24/7 facility, and work on holidays and weekends may be required.

Requirements

High school diploma or GED.
At least 5 years of experience directly related to the duties and responsibilities; completed degrees above the minimum education requirement may substitute for experience on a year-for-year basis.
Strong organizational skills, independent decision-making ability, accuracy, and attention to detail.
Proficiency with computer applications, databases, records management systems, and Microsoft Office products.
Ability to manage multiple priorities in a fast-paced environment and follow established procedures.
Ability to communicate with empathy, professionalism, discretion, and appropriate boundaries during sensitive interactions.

Nice To Haves

Experience managing high-volume inbound telephone calls and complex customer inquiries in a fast-paced environment.
Demonstrated ability to communicate compassionately with people experiencing grief, trauma, crisis, or emotional distress.
Experience handling sensitive, confidential, or protected information while complying with privacy requirements.
Strong conflict-resolution, de-escalation, and problem-solving skills.
Experience documenting customer interactions, maintaining detailed records, and tracking inquiries using case management, CRM, or records management systems.
Knowledge of medical, legal, law enforcement, forensic, healthcare, public safety, or government terminology and processes.
Ability to interpret and consistently apply policies, procedures, regulations, and communication protocols.
Experience coordinating with multiple departments, professional stakeholders, or external agencies.
Advanced verbal and written communication skills, including the ability to explain complex information clearly and sensitively.
Strong prioritization skills and ability to manage multiple inquiries and meet performance standards.
Proficiency with Microsoft Office Suite, electronic records systems, databases, and other business applications.

Responsibilities

Serve as a primary point of contact for OMI inquiries by telephone and other communication channels, responding professionally and compassionately to families, next of kin, funeral homes, law enforcement, hospitals, attorneys, government agencies, healthcare providers, and the public.
Manage high-volume, complex, sensitive, and emotionally charged interactions while maintaining professional boundaries.
Apply OMI policies, procedures, terminology, confidentiality requirements, and communication protocols to determine what information may be provided and when authorization or documentation is needed.
Document inquiries, communications, actions taken, and follow-up requirements; track inquiries through resolution or escalation and maintain complete, accurate records.
Evaluate inquiries and determine the appropriate response, referral, or escalation; coordinate with Medical Investigators, supervisors, forensic professionals, records staff, and other OMI personnel.
Assist in resolving complaints and difficult or escalated situations.
Provide sensitive, empathetic assistance to grieving families and people experiencing trauma or emotional distress, referring them to specialized resources or OMI personnel when appropriate.
Follow OMI policies, confidentiality requirements, standardized processes, documentation standards, and applicable accreditation requirements; identify and escalate operational, legal, compliance, or accreditation concerns.
Identify recurring inquiry trends, communication issues, and process gaps and communicate them to OMI leadership.
Participate in improving standardized communication practices, procedures, tracking methods, and customer-service processes.