Department / Program
Hope to Health Primary Care Clinic
Site
Hope To Health Complex – 625 Powell
Employment type
Regular Full-time
Reports to
Administrative Coordinator/EMR Optimization Lead
Job Classification
H2H – Non-Contract Clinical
Salary Range
$27.78 per hour
Role Summary
The Clinic Support Assistant is often the first point of contact for clients and plays a key role in creating a welcoming, trauma-informed, and culturally safe clinic environment. Working collaboratively with the Clinic Aide and interdisciplinary team, this role supports client navigation, patient flow, examination room readiness, specimen transport, and overall clinic operations. The Clinic Support Assistant also escorts clients to and from the Supervised Consumption Site and other onsite services as required. While not providing direct clinical care, the role enhances client experience, safety, and access to integrated care through proactive, client-centered support.
Key Accountabilities
- Create a welcoming, respectful, trauma-informed, and culturally safe environment for clients, visitors, and community partners accessing clinic services.
- Greet clients upon arrival, provide wayfinding support, and escort individuals to examination rooms, waiting areas, laboratory services, pharmacy, supervised consumption services, and other clinic locations as required.
- Assist clients in navigating clinic services, appointments, and care processes to promote timely access to care.
- Notify reception and clinical staff of client arrivals, urgent needs, or requests for assistance.
- Maintain a calm, organized, and welcoming reception area, waiting rooms, examination rooms, and shared clinic spaces.
- Prepare examination rooms between appointments, ensuring rooms are clean, stocked, and ready for patient care.
- Clean and disinfect examination rooms, equipment, and high-touch surfaces in accordance with Infection Prevention and Control (IPAC) standards and clinic protocols.
- Monitor clinic entrances, waiting areas, and washrooms to identify and address safety, security, or maintenance concerns.
- Promptly report safety hazards, maintenance issues, security concerns, and unusual incidents to appropriate personnel.
- Support implementation of clinic safety procedures and assist staff during emergencies, evacuations, and crisis situations.
- Escort and support clients moving between onsite services and programs, including the Supervised Consumption Site and other multidisciplinary care areas.
- Transport specimens, supplies, and other materials within the clinic, ensuring timely and appropriate delivery.
- Monitor and support clients during clinic visits, including observing washroom use to promote client safety and respond to concerns such as overdose risk, prolonged stays, or medical distress.
- Coordinate emergency responses with clinical staff and provide immediate support during medical or behavioural crises.
- Provide clients with information regarding available services, appointment processes, clinic procedures, and community resources.
- Encourage client engagement in care by fostering positive, supportive, and non-judgmental interactions.
- Collaborate closely with physicians, nurses, Medical Office Assistants (MOAs), Peer Support Workers, Social Workers, and other interdisciplinary team members to facilitate efficient and client-centered care.
- Maintain accurate and timely documentation of client interactions, visitor logs, incidents, and other required records while safeguarding client confidentiality and privacy.
- Coordinate the distribution of incoming mail and packages with facilities team.
- Contribute to quality improvement initiatives by identifying opportunities to enhance client experience, clinic operations, safety, and service delivery.
- Participate in ongoing education, training, and professional development related to client navigation, de-escalation, safety, cultural humility, trauma-informed practice, and clinic operations.
- Perform other related duties as assigned to support the effective delivery of clinic services and operations.
Qualifications
Education, Training and Experience
- Grade 12 education and two years of recent related experience in a patient care, clinic or customer service environment, or an equivalent combination of education, training and experience.
- Experience working with diverse populations and understanding of trauma-informed care is preferred.
- De-escalation and care navigation training are assets.
Knowledge, Skills and Abilities
- Knowledge of interprofessional health care, client-centred care and mental health issues and their impact on social functioning.
- Ability to communicate effectively verbally and in writing.
- Ability to deal with others effectively, work collaboratively and contribute to a safe, respectful environment.
- Ability to organize.
- Ability to operate related equipment.
- Ability to keyboard 45 w.p.m. Knowledge of medical terminology.
- Physical ability to carry out the duties of the position.
Reporting Structure
Clinical Support Assistant reports to the Administrative Coordinator/EMR Optimization Lead of the BC-CfE or their delegate.
Who We Are:
The BC-CFE is a world-renowned HIV/AIDS Centre with an innovative, low-barrier approach to healthcare delivery in clinical practice and an integrated group of research concentrations in Laboratory Sciences, Clinical Trials, Population Health and Epidemiology, Health Economics and Professional Education Programs. A multidisciplinary team of clinicians, including Physicians, Nurses, and peers, and researchers, including Health Economists, Epidemiologists, Clinical Researchers, Statisticians, Programmers, and Data Analysts, work collaboratively to improve the health of British Columbians with HIV and communities facing socioeconomic barriers in accessing healthcare.
We acknowledge that the BC Centre for Excellence in HIV/AIDS is located on the traditional, ancestral, and unceded territory of the Coast Salish Peoples, including the territories of the xʷməθkwəy̓əm (Musqueam), Skwxwú7mesh (Squamish), and Səl̓ílwətaʔ/Selilwitulh (Tsleil-Waututh) Nations.
Please include resume and cover letter outlining how your skills are applicable to this role. Include the job title you are applying for in your email subject line.
CONTACT: Human Resources Coordinator; [email protected]
APPLICATION DEADLINE: Until position is filled
