Medical Office Assistant & Call Centre Representative

Orpyx Medical Technologies•Calgary, AB

5d•Hybrid

About The Position

Orpyx is a leading health technology company focused on improving outcomes for individuals with diabetes through personalized remote care and continuous foot monitoring. Their main product, the Orpyx Sensory Insole System, aims to prevent diabetic foot ulcers. The company employs a dedicated remote monitoring team of nurses who use data science and clinical workflows for personalized support and risk detection. Orpyx is ISO 13485 certified and committed to high-quality medical solutions. The company culture is described as mission-driven, with diverse backgrounds contributing to solving clinical challenges. They value excellence, accountability, and impact, fostering a supportive and innovative environment.

Requirements

Medical Office Assistant certificate or diploma or equivalent training and experience is required.
At least 1 year of experience in a medical office, healthcare setting, or administrative role; 3+ years preferred.
Clear Vulnerable Sector Check valid within the year.
Demonstrated proficiency with Microsoft applications, specifically PowerPoint, Excel, Word and SharePoint.
Strong data entry and documentation skills.
Excellent communication and interpersonal skills.
Ability to maintain confidentiality of sensitive patient information.
Experience conducting patient outreach and follow-up (phone/email) in a healthcare or clinical setting.
Highly organized with the ability to manage multiple priorities, track ongoing tasks, and follow through on complex workflows.
Comfortable working in a fast-paced, evolving environment with cross-functional collaboration.

Nice To Haves

Understanding of HIPAA regulations is an asset.
Training in medical terminology, Electronic Medical Records (EMR/EHR) systems and medical billing and insurance processes is an asset.

Responsibilities

Act as a primary contact for the nursing team and partner clinics, ensuring timely, professional and compassionate communication.
Coordinate patient workflows end-to-end, including outreach, scheduling, and ongoing care support in collaboration with nurses.
Review, interpret and appropriately triage incoming clinical and administrative information, escalating when required.
Conduct outbound patient outreach (phone and email) for education and care coordination.
Track nursing support requests and associated documentation, ensuring patient information is organized, complete and up to date.
Support clinical teams by preparing patient information into preset templates.
Manage and maintain accurate, up to date patient records within electronic medical record (EMR) and other internal systems, ensuring completeness, consistency and compliance with privacy standards.
Compile, validate and maintain reports related to patient and clinic activity, and program outcomes.
Identify gaps or inefficiencies in administrative and clinical workflows and proactively contribute to process improvements.
Ensure all documentation and workflows adhere to applicable privacy and health information standards (e.g. HIA, PIPA, HIPAA).
Coordinate internal clinical operations, including scheduling support, case tracking and ensuring alignment across clinical teams.
Support clinical teams by preparing and organize materials required for clinical reviews, follow ups and clinical rounds / case presentations.
Support internal and external meeting as required by taking notes, action items, and completing follow up as required.
Be the key point of contact for coordinating and supporting attendance, travel, and expense reimbursement for nursing related events.
Support internal and external communications and other material while ensuring brand accuracy.
Communicate with referring medical professionals, clinics, and hospitals under the direction of the Director of Nursing.
Perform customer care duties from ~4:30pm-6pm Monday to Friday and ad hoc to cover team sick days, vacation, and out of office events as required.
Provide customer care support during designated coverage periods or as needed to address patient and client inquiries.
Respond to inbound calls, emails, and messages in a timely and professional manner, ensuring a high-quality support experience.
Triage and resolve inquiries related to product use, patient experience, and general support needs, escalating issues when appropriate.
Document all interactions accurately and contribute to maintaining clear and consistent support records.
Collaborate with internal teams (e.g., Product, Sales, Operations) to resolve customer issues and improve support processes.
Provide exceptional support to patients and clinics in a high-volume, fast-paced team environment.
Manage inbound and outbound calls and requests from clinics and patients to gather feedback and provide technical and customer service support.
Empower customers with patient education, product updates and general product assistance.
Act as the initial point of contact for customers.
Take ownership of customer care questions and issues, and following through to timely resolution.
Communicate and resolve support issues within the organization.
Maintain accurate records and document customer care-related actions and discussions.
Forward incoming feedback or requests related to Sales, Marketing, Product Management, or other departments as required.
Analyze customer care statistics and compiling accurate reports.
Collaborate on customer service procedures, policies and standards.
Maintain a clean, and safe working environment.
Perform duties in a manner that is consistent with and committed to upholding the requirements of the quality management system.
May assume additional responsibilities, as required.