OMI Admin Assistant 3 - Family Services

The University of New Mexico•Albuquerque, NM

1d•Onsite

About The Position

The University of New Mexico Office of the Medical Investigator (OMI), part of the School of Medicine’s Department of Pathology, is seeking an organized, compassionate, and service-oriented Administrative Assistant 3 to support Family Services. OMI investigates sudden, violent, untimely, unexpected, or unexplained deaths throughout New Mexico, determines cause and manner of death, and provides formal death certification. This role is a key point of contact for families, next of kin, funeral homes, healthcare providers, law enforcement, attorneys, and other stakeholders seeking information or assistance related to death investigations. The position supports OMI’s statewide medicolegal mission by responding to inquiries, coordinating family service requests, documenting communications, tracking follow-up, and handling sensitive information in accordance with applicable laws, agency policies, confidentiality requirements, documentation standards, and accreditation requirements. The successful candidate will communicate with empathy, professionalism, and discretion, including in emotionally sensitive interactions, and will balance multiple priorities while maintaining accuracy and attention to detail. The role works with OMI leadership and staff, Medical Investigators, forensic professionals, records personnel, and external partners. It requires sound organization, independent decision-making, problem-solving, and conflict-resolution abilities, along with proficiency in computer applications, databases, records-management systems, and Microsoft Office. OMI is a 24/7 facility; 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 of the position; completed degrees above the minimum education requirement may substitute for experience on a year-for-year basis.
Strong organizational skills, independent decision-making abilities, and proficiency with computer applications, databases, records-management systems, and Microsoft Office products.
Ability to maintain accuracy, attention to detail, and adherence to procedures while managing multiple priorities in a fast-paced environment.

Nice To Haves

Experience managing high-volume inbound telephone calls and complex customer inquiries in a fast-paced environment.
Demonstrated ability to communicate professionally, compassionately, and effectively 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 for difficult or emotionally charged situations.
Experience documenting customer interactions, maintaining detailed records, and tracking inquiries to resolution 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 to resolve inquiries and facilitate service delivery.
Advanced verbal and written communication skills, including the ability to convey complex information clearly, professionally, and sensitively.
Strong organizational skills and ability to prioritize competing demands, manage simultaneous 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 inquiries received by telephone and other communication channels, providing professional and compassionate service 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 when responding to inquiries.
Determine what information may be shared, identify when authorization or documentation is needed, and provide accurate, consistent responses.
Document inquiries, communications, actions taken, and required follow-up; track requests through resolution or escalation and maintain complete, accurate records.
Evaluate inquiries and coordinate referrals or escalations with Medical Investigators, supervisors, forensic professionals, records staff, and other OMI personnel.
Assist with resolving complaints and difficult or escalated situations.
Support grieving families and people experiencing trauma, uncertainty, or emotional distress, communicating with empathy and recognizing when referrals to specialized resources or OMI personnel are appropriate.
Follow OMI policies, confidentiality requirements, standardized processes, documentation standards, and applicable accreditation requirements; identify and escalate potential operational, legal, compliance, or accreditation concerns.
Identify recurring inquiry trends, communication issues, and process gaps, and communicate them to OMI leadership.
Participate in developing and improving standardized communication practices, procedures, tracking methods, and customer-service processes.