OMI Admin Assistant 3 - Family Services

As a nationally accredited program with a strong educational mission within The University of New Mexico School of Medicine, the Office of the Medical Investigator (OMI) investigates deaths occurring throughout New Mexico that are sudden, violent, untimely, unexpected, or unexplained. As a special program within the Department of Pathology, OMI determines the cause and manner of death and provides formal death certification.

The Office of the Medical Investigator (OMI) is seeking a highly organized, compassionate, and service-oriented professional to serve as an Administrative 3 – Family Services. This position serves as a critical point of contact for families, next of kin, funeral homes, healthcare providers, law enforcement agencies, attorneys, and other stakeholders navigating matters related to death investigations. The role supports OMI's statewide medicolegal mission by ensuring timely, accurate, and professional communication while coordinating family service requests, case-related inquiries, and sensitive information in accordance with applicable laws, agency policies, and confidentiality requirements.

The ideal candidate possesses exceptional interpersonal and communication skills, a strong customer-service orientation, and the ability to manage emotionally sensitive interactions with empathy, professionalism, and discretion. This individual must be capable of balancing multiple priorities in a fast-paced environment while maintaining accuracy, attention to detail, and adherence to established procedures. The successful candidate will build and maintain effective working relationships with OMI leadership and staff, medical investigators, forensic professionals, records personnel, healthcare providers, funeral directors, government agencies, and members of the public.

The position demands strong organizational skills, independent decision-making abilities, and proficiency with computer applications, databases, records management systems, and Microsoft Office products. The incumbent will be responsible for documenting communications, tracking requests and inquiries, maintaining accurate records, monitoring case-related follow-up activities, and supporting compliance with agency procedures, accreditation standards, and legal requirements within OMI's 24-hour medicolegal environment.

This role serves an essential function in supporting OMI's family services operations by facilitating communication between stakeholders, coordinating information requests, ensuring consistent application of agency protocols, and promoting compassionate, professional service delivery. The ideal candidate thrives in a complex and highly accountable environment, demonstrates strong problem-solving and conflict-resolution skills, and is committed to providing respectful and responsive support to families and community partners during difficult circumstances.

OMI is a 24/7 facility, work on holidays and weekends may be required.

Position Responsibilities

· Incoming Inquiries & Customer Service: Serve as a primary point of contact for OMI inquiries received by telephone and other communication channels. Respond professionally and compassionately to decedent families, next of kin, funeral homes, law enforcement, hospitals, attorneys, government agencies, healthcare providers, and members of the public. Manage high-volume, complex, sensitive, and emotionally charged interactions while maintaining appropriate professional boundaries.

· Policy, Procedure & Information Management: Apply extensive knowledge of OMI policies, procedures, processes, terminology, confidentiality requirements, and established communication protocols when responding to inquiries. Determine what information may appropriately be provided, identify when additional authorization or documentation is required, and ensure responses are accurate and consistent with OMI requirements.

· Case Inquiry Documentation, Tracking & Follow-Up: Accurately document inquiries, communications, actions taken, and required follow-up. Track inquiries through resolution or appropriate escalation and maintain complete and accurate records in accordance with OMI documentation and records-management requirements.

· Escalation, Problem Resolution & Coordination: Evaluate inquiries to determine the appropriate response, referral, or escalation. Coordinate with Medical Investigators, supervisors, forensic professionals, records staff, and other OMI personnel when matters require specialized knowledge, additional authorization, or management intervention. Assist with resolving complaints and difficult or escalated situations.

· Family Services & Sensitive Communication: Provide appropriate assistance to grieving families and individuals experiencing trauma, uncertainty, or emotional distress following an unexpected or traumatic death. Communicate with empathy, compassion, professionalism, and appropriate boundaries while recognizing situations requiring referral to specialized resources or OMI personnel.

· Compliance & Accreditation Support: Maintain strict adherence to OMI policies, procedures, confidentiality requirements, standardized processes, documentation standards, and applicable accreditation requirements. Identify and appropriately escalate circumstances that may create operational, legal, compliance, or accreditation concerns.

· Process Improvement & Administrative Support: Identify recurring inquiry trends, communication issues, or process gaps and communicate them to appropriate OMI leadership. Participate in development and improvement of standardized communication practices, procedures, tracking methods, and customer-service processes.

See the Position Description for additional information.

• If this position is assigned to the Athletics Department, either administratively or functionally, compliance with all NCAA rules and regulations is required.
• Employees who provide services or work in patient care or clinical areas are required to be in compliance with the University's influenza vaccination requirement.
• All regular, non-temporary positions assigned to this classification are represented by a labor union and subject to the terms and conditions of the US-UNM Collective Bargaining Agreement.

High school diploma or GED; at least 5 years of experience directly related to the duties and responsibilities specified.

Completed degree(s) from an accredited institution that are above the minimum education requirement may be substituted for experience on a year for year basis.

· Experience managing high-volume inbound telephone calls and responding to complex customer inquiries in a fast-paced environment.

· Demonstrated ability to communicate professionally, compassionately, and effectively with individuals experiencing grief, trauma, crisis, or emotional distress.

· Experience handling sensitive, confidential, or protected information while maintaining strict confidentiality and compliance with applicable privacy requirements.

· Strong conflict resolution, de-escalation, and problem-solving skills with the ability to respond appropriately to difficult or emotionally charged situations.

· Experience documenting customer interactions, maintaining detailed records, and tracking inquiries through resolution using case management, customer relationship management (CRM), or records management systems.

· Knowledge of medical, legal, law enforcement, forensic, healthcare, public safety, or government terminology and processes is preferred.

· Ability to interpret and apply policies, procedures, regulations, and communication protocols consistently and accurately.

· Experience coordinating with multiple departments, professional stakeholders, or external agencies to resolve inquiries and facilitate service delivery.

· Advanced verbal and written communication skills, including the ability to convey complex information clearly, professionally, and with sensitivity.

· Strong organizational skills with the ability to prioritize competing demands, manage multiple inquiries simultaneously, and meet established performance standards.

· Proficiency with Microsoft Office Suite, electronic records systems, databases, and other business applications.

Only applications submitted through the official UNMJobs site will be accepted. If you are viewing this job advertisement on a 3rd party site, please visit UNMJobs to submit an application.

Positions posted with a Staff Type of Regular or Term are eligible for the Veteran Preference Program. See the Veteran Preference Program webpage for additional details.

The University of New Mexico is committed to hiring and retaining a diverse workforce. We are an Equal Opportunity Employer, making decisions without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, age, veteran status, disability, or any other protected class.

The University of New Mexico requires all regular staff positions successfully pass a pre-employment background check. This may include, but is not limited to, a criminal history background check, New Mexico Department of Health fingerprint screening, New Mexico Children, Youth, and Families Department fingerprint screening, verification of education credentials, and/or verification of prior employment. For more information about background checks, visit https://policy.unm.edu/university-policies/3000/3280.html. Refer to https://policy.unm.edu/university-policies/3000/3200.html for a definition of Regular Staff.