S05 E03 Medical Office Assistants in Teams - the glue and so much more

In this episode Morgan and Sarah dive into the role of the Medical Office Assistant in primary care teams. From team culture curator, to scheduling master, to on-boarder for new team members, and patient connector, MOAs are often the ‘glue’ that can hold teams together. In this episode we have the opportunity to hear from a number of MOAs, as well other other providers working in a range of clinic settings about how the MOA role is uniquely positioned to understand clinic and team capacity as well as the patient experience.

When you are thinking about how MOAs support team based care and what you can do in a team to really utilize the skills of the MOA team members here are three things to think about:

Engage MOAs in planning and decision making in the teamCreate processes that really utilize the MOA’s unique position as a connector to patients and providersAnd as always, create opportunities for teams to work together on how they want to work together

Guests:

A huge thank-you to all of our wonderful guests for this season! In this episode you heard from:

Ava Mundy: Ava is a Medical Office Assistant and a coach with the Practice Support Program, where she has been very involved in supporting the Primary Care Network on the Sunshine Coast.Shania Sholtz: Shania is a Medical Office Assistant in a maternity and pediatric-focussed primary care clinic in Victoria.Carolyn Canfield: Carolyn is the ISU’s in house patient-disruptor and adjunct faculty member in the Department of Family Practice at UBC. Carolyn is very involved in the Department of Family Practice and shares her expertise by teaching medical residents about patient experience and engagement She is also engaged in a number of national and international research projects that range in focus from patient engagement in care, to system resilience, to patient safety.Caycee LaViolette: Caycee is a Social Worker who supports patients across the Sunshine Coast Primary Care Network.Eliza Henshaw: Eliza has practiced for 14 years as a primary care Nurse Practitioner across a populations ranging from refugees to complex populations in urban environments in Vancouver. She has been part of a number of interdisciplinary teams, and is currently joining a new clinic within the North Shore Primary Care Network, which is a partnership between Midwives and Nurse Practitioners.Erin Berukoff: Erin is a Nurse Practitioner in a Patient Medical Home clinic, where she works with a team of fee-for-service physicians and has her own panel of patients. Erin’s team includes an RN and a Social Worker, that they share with another clinic, as well as 3 MOAs.Spencer Newell: Spence is a Registered Nurse works at both the the Kelowna Urgent and Primary Care Center and the West Kelowna Urgent and Primary Care Center.Kelvin Bei: Kelvin is a Nurse Practitioner who works with a Community Health Centre in Vancouver, serving a diverse population that includes a large number of immigrants and refugees, as well as people who are at risk for homelessness, people struggling with mental health and substance use, and those with precarious status.

Resources and Links :

For more information on the ‘Bread and Roses’ metaphor Sarah and Morgan reference throughout this season check out Heath, I., & Montori, V. M. (2023). Responding to the crisis of care. BMJ, 380.To learn more about team-based care and the transformation of primary care in BC check out Teambasedcarebc.caand TeamUp community of practice (webinars and of course this podcast series).