Medical Administrative Assistant

Medical Administrative Assistant

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.

The Role: What You'll Do

• 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.

About You: Skills & Qualifications

The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodation may be made to enable individuals with disabilities to perform essential functions.

• Regularly sits at a computer station and operates electronic equipment.
• Ability to lift 50 pounds unassisted regularly, 50+ pounds assisted.
• Ability to be comfortable working with cats, dogs, small animals, reptiles, fish, and wildlife.
• Ability to be comfortable working in a medical environment, with the associated sights, sounds, and smells.
• Ability to perform strenuous physical activity daily, including but not limited to lifting and carrying, reaching, stooping, squatting, and bending. Regularly moves about the facilities to coordinate work. Typically stands, bends, stoops, and crouches while working special events.
• Due to the nature of shelter work, may be exposed to deceased, fractious, or aggressive animals; common allergens; hostile or irate persons; zoonotic or other diseases; unpleasant noises, odors, or sights; and extreme temperatures.
• Knowledge of or ability to learn medical and shelter terminology.
• Knowledge of or ability to learn animal shelter procedures and protocols.
• Ability to routinely work evenings, weekends, and holidays as scheduled.
• Work collaboratively and with confidence in a high-stress, fast-paced work environment. Ability to work effectively, both independently and in a team environment, in an atmosphere of multiple projects, shifting priorities, and deadline pressures. Ability to be flexible, detail-oriented, and able to prioritize.
• Ability to perform basic math and think critically.
• Excellent interpersonal skills with a customer-service orientation. Ability to communicate in a friendly and professional manner with a variety of individuals representing the public, board members, volunteers, donors, and employees. Ability to conduct and handle difficult conversations.
• Computer literacy with proficient use of programs including Microsoft Office programs and email, database management software, and payment processing. Familiarity with shelter or veterinary practice software is highly desired; experience specifically with veterinary practice management and shelter software is a plus.
• Passion for the Humane Rescue Alliance mission, for caring for all animals regardless of age, breed, temperament, or species, and supporting and educating members of the public, free of judgment or bias.
• Ability to manage the emotional aspect of work in an animal shelter environment in a positive professional manner.

Qualifications Education & Experience

• 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 Allianceproviding 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.
• Prior experience in an animal shelter or veterinary clinic preferred.

Where You'll Work:

This position is primarily based at our MLK Avenue campus in Washington, D.C., with occasional work at our Oglethorpe Street campus as needed. Team members may also be asked to support community events, vaccine clinics, adoption fairs, and outreach programs throughout the District. All approved off-site work is considered part of your paid time. Working at HRA means being part of a compassionate, hands-on environment where every day is different. Team members in this role should be prepared for the following:

• Must be comfortable working with dogs, cats, small animals, reptiles, fish, and wildlife.
• Requires daily movement including bending, lifting, standing, walking, and animal handling.
• Regular exposure to sick, injured, aggressive, or deceased animals, as well as strong odors or noises.
• Ability to remain calm, compassionate, and professional in emotional or stressful situations.
• Must be available to work weekends, evenings, holidays, and overtime as needed.

The Humane Rescue Alliance (HRA) offers a comprehensive benefits package including healthcare, vision, dental and select offerings for pets. Additional information may be provided upon request.

Multilingual candidates are encouraged to apply. A salary premium may be offered for multilingual candidates who demonstrate proficiency in written and oral testing.

HRA is committed to being an Equal Opportunity Employer, and does not discriminate because of race, color, creed, gender, religion, national origin, disability, age, pregnancy, genetic predisposition or carrier status, marital status, citizenship status, or sexual orientation. Accommodations will be provided to qualified individuals requiring them.