Hiring a Medical Office Assistant is a big decision. This individual is the face of your practice and has a direct impact on patient experience.  Look for someone who you believe will represent the clinic well and someone you can see yourself working with, day in and day out.  Always check references and watch out for applicants who have changed jobs frequently.

Step 1: Phone Interview

Take the time to call a short list of individuals of interest.  Take note of how the candidate answers the phone as well as their clarity and demeanor during your conversation. Keep in mind that patients will be dealing on the phone daily with your new MOA. Outstanding communication skills are paramount.

Common Phone Interview Questions

  1. Can you tell me why you are interested in this position?
  2. Can you tell me about your responsibilities at your current job?
  3. Do you mind if I ask about your salary and vacation expectations?

Step 2: Personal Interview
Shortlist 3-4 candidates to meet at your clinic for an interview. It is essential to meet candidates personally as often times individuals present much differently than on a resume.

Common Interview Questions

  1. Why are you looking for another role?
  2. Can you tell me about your experience at Dr. Wilson’s clinic?
  3. What EMR experience do you have?
  4. Can you tell me about a time when you had to deal with a difficult patient?
  5. Describe your strengths and weaknesses
  6. This is a very busy clinic, how do you work under pressure?
  7. Do you have any questions for me?

Interview Tips

  1. Ask the same questions of every candidate and make notes.
  2. Summarize your thoughts after each interview so your impressions are not confused with other interviews.
  3. Always call or send a follow up email to let candidates know if they were not selected for the position.
  4. Remember that you cannot ask about a candidate’s personal life, including if they have children, plans to have children or are in a relationship. Questions referring to religion are also off limits.
  5. Keep an eye out for candidates with customer service experience at reputable organizations with outstanding training programs, such as MacDonald’s and Starbucks. These companies invest a lot in their hiring and training practices. An individual who has worked the front lines of MacDonald’s or Starbucks is likely well trained in customer care and dealing with difficult clients, all skills which translate well to dealing with the public in a clinic setting.


Reference Checking

Don’t get burned by not completing a reference check. Many hiring managers and physicians neglect this step. However, connecting with past supervisors is critical to understanding the work ethic and reliability of a candidate.  Ask for a supervisor reference from the last place of work as well as one other.  If the candidate is working with someone you know within your medical community, don’t be shy to ask for his or her opinion.  Check the reviews on Rate MD for the last clinic the candidate worked at. Often times patients will comment on their experiences with the MOA staff.

Common Reference Check Questions

Introduction: “I’m calling for a reference for Anna Jones. I am hiring a new MOA and she has applied to the position.  Do you have a minute to answer a few questions?”

  1. Anna worked from your clinic as a full-time MOA from February 2015 – September 2018. Is this correct?
  2. How was your experience working with Anna?
  3. Does she work well with others?
  4. Did you have any problems with attendance or reliability?
  5. How are her EMR and billing skills?
  6. Is she detail oriented?
  7. Would you hire her again?