Medical Administrative Assistant

Washington Humane Society•Washington, DC

163d•$19 - $23•Hybrid

About The Position

The Medical Administrative Assistant provides high-level administrative and client service support to the Humane Rescue Alliance’s fast-paced medical department. As a vital member of the team, this role ensures the smooth operation of daily workflows by delivering exceptional customer service, maintaining accuracy in documentation, and upholding a standard of efficiency and attention to detail in all interactions with clients, staff, and external partners. This position requires at least one (1) year of prior experience as a veterinary receptionist or in a veterinary administrative support role.

Requirements

At least one (1) year of experience in a veterinary setting (clinic, hospital, or shelter) required; additional experience or transferable skills are highly valued.
Strong customer service and communication skills, with the ability to remain calm, compassionate, and professional in emotionally charged situations.
Proficiency with computer systems, including MS 365, payment processing, and veterinary practice management software (Clinic HQ or PetPoint experience a plus).
Excellent organizational skills and attention to detail, with the ability to multitask in a fast-paced environment.
Knowledge of or ability to learn animal shelter procedures, protocols, and commonly prescribed veterinary medications; able to clearly communicate medication instructions to clients.
Ability to engage respectfully and effectively with a diverse range of individuals including clients, volunteers, donors, board members, and colleagues, and to navigate challenging conversations with professionalism.
Willingness to work a flexible schedule, including evenings, weekends, and holidays as needed.
Resilience and emotional maturity to manage the demands of an animal shelter environment with a positive, team-oriented attitude.
Commitment to the mission and values of the Humane Rescue Alliance — providing compassionate care and support for all animals and the people who love them.
High school diploma, GED, or equivalent experience demonstrating the knowledge and skills required for the role.

Nice To Haves

Prior experience in an animal shelter or veterinary clinic preferred.
Familiarity with shelter or veterinary practice software is highly desired; experience specifically with veterinary practice management and shelter software is a plus.
Multilingual candidates are encouraged to apply. A salary premium may be offered for multilingual candidates who demonstrate proficiency in written and oral testing.

Responsibilities

Deliver exceptional customer service to all Humane Rescue Alliance (HRA) clients by warmly greeting visitors, maintaining a professional demeanor, and ensuring the cleanliness and welcoming appearance of the medical clinic reception area.
Respond promptly and courteously to inquiries via phone and email from HRA departments, fosters, and members of the public.
Provide comprehensive administrative support to the Medical Department, including but not limited to: Scheduling exams and surgeries for in-shelter animals, foster pets, and public clients. Preparing, updating, and maintaining accurate and complete medical records (e.g., exams, surgeries, medications) using Clinic HQ and PetPoint systems. Filling medications and coordinating prescription requests with external pharmacies. Assisting with patient intake and discharge, including providing client education and support. Communicating with fosters, pet owners, and internal staff to coordinate exam and treatment needs.
Support volunteer integration by actively participating in their onboarding, training, safety, engagement, and performance oversight to ensure a positive and productive experience.
Handle complex customer service situations involving ill or injured animals or denials of service with empathy and professionalism.
Demonstrate sound judgment in addressing client concerns, escalating issues to supervisors or coordinating with other departments as needed.
Represent HRA in a consistently professional, respectful, and courteous manner when interacting with the public, colleagues, and volunteers.
Provide support for general shelter operations when needed, including customer care and animal care duties.
Participate in on-site and off-site medical events, including planning, transporting animals (driving HRA vehicles as needed), and overseeing animals and volunteers during events.
Assist with inventory tracking and management for all medical programs and supplies.
Adhere to all safety protocols to maintain a safe and healthy environment for people and animals. Promptly report and address any safety concerns or violations.
Attend and participate in medical department meetings, rounds, and training sessions as assigned.