Clinical Back Office Supervisor (Bilingual)

Clinical Back Office Supervisor

Location : HOPE Clinic

Reports To : Director of Clinical Services and Quality Improvement

Education : Completion of an accredited Medical Assistant Certification Program; National Certification

Work Experience : 3-5 years experience as a medical assistant in a medical clinic setting; minimum 2-3 years of supervisory experience preferred

Salary Range : DOE

FLSA Status : Exempt or Non-Exempt

Position Type : Full-Time

Language : Fluent in English; Bilingual in English and Spanish, Arabic, Burmese, Chinese or other languages is required

HOPE Clinic provides equal employment opportunities to all employees and applicants for employment and prohibits discrimination and harassment of any type without regard to race, color, religion, age, sex, national origin, disability status, genetics, protected veteran status, sexual orientation, gender identity or expression, or any other characteristic protected by federal, state, or local laws.

Job Summary

Under the guidance of the Clinic Manager, the Back Office Supervisor is responsible for the overall supervision of back-office clinic operations and assumes full clinic responsibilities in the absence of the Clinic Manager and Assistant Clinic Manager. The Back Office Supervisor ensures adequate staffing levels for the back office by managing medical assistant schedules, monitoring daily medical assistant functions, and promoting the effectiveness of the care team model. The Back Office Supervisor ensures that patients receive excellent customer service and that operations are conducted in support of the Patient-Centered Medical Home Model. The Back Office Supervisor is an exemplary model, for both staff and patients; for professionalism, respect, customer service, compassion, and the values of equity and inclusion as expressed by HOPE Clinic's mission.

Major Duties & Responsibilities

• Promote teamwork to achieve HOPE Clinic's mission, understanding, and exceeding patient and family expectations;
• Work with facilities and procurement staff to maintain clinical machines that are used in all departments, making sure they are in working condition and up to date;
• Upkeep supplies by inventorying stock; assist with order placement and the verification of orders received by each clinical department;
• Under the direction of the Director of Operations (or assigned Supervisor), the Back Office Medical Assistant will perform a variety of skilled tasks to assist physicians and mid-level providers in always administering excellent patient care;
• Report all potential employer liability, safety issues, and / or dissatisfied patient complaints to the clinic manager immediately if not resolved by the back-office supervisor;
• Ensure staff are prepared to assist the physicians and mid-level providers during medical and surgical procedures, including patient care and education;
• Develop forms, processes, and office organization systems to help ensure good clinical flow;
• For in-house medications, maintains logs with patient information including the date of service, patients' names and or MRN, medication name, the amount given and purchased, and all other pertinent information for the use of record keeping.
• Works with the pharmacist in charge to incorporate the system for medication purchasing, administration, and documentation;
• Attend on-site / off-site community engagement activities, clinic events, and / or training as needed;
• Ensure the success of daily back-office operations including but not limited to Medical Assistant staffing, patient flow, visit productivity, billing documentation, EHR documentation, and the overall patient experience;
• Work with the departmental team lead to monitor and adjust Medical Assistant schedules to ensure efficient workflow and adequate break / lunch times for staff. This includes making appropriate changes in staffing patterns to assure optimum flow and patient satisfaction. Substitute in as Medical Assistant staff, as needed;
• Responsible for ensuring team leads maintain efficient clinic instrument management e.g., procedure kits, and exam room set up and stocking;
• Ensure adherence to patient care and clinical outcomes policies and procedures by staff including timely message return, referral tracking, lab result response to patients, etc.
• Ensure the documentation of and response to clinic equipment inspections and medication inventory monitoring including eye-wash station, refrigerators, freezers, microscopes, sharp containers, CLIA control testing, medication quality assurance, autoclave, etc.;
• Support the success of the clinic in meeting regulations and requirements for programs, including but not limited to VFC, OSHA, HRSA, and PCMH; assist in audit process as needed for these programs;
• Work across clinic leadership to ensure standardization of organizational policies;
• Collaborate with colleagues to drive quality and process improvement techniques throughout the organization utilizing data tracking tools (e.g., Tableau) to support improvement processes;
• Participate in the implementation of new workflows with QI assuring all Medical Assistants are trained and working at their skill level and under their scope;
• Support process standardization and improvement activities using evidence-based systems change practices (e.g., Plan Do Study Act cycles), working with other organization leaders, and supporting staff training;
• Organizes regular team meetings for direct reports and clinical staff. Help facilitate outside training for clinical staff to ensure to date knowledge base for clinical operations;
• Ensure the protection of individually identifiable health information per HIPAA regulations;
• Assist Site Manager in ensuring that facilities are safe and meet staff and patient needs;
• Receive vaccines, add in EMR, document lot numbers for the specific site location, and serves as backup VFC coordinator for the site; assist in the audit process and inventory count as needed for vaccines;
• Attend on-site / off-site community engagement activities and on-site / off-site clinic events and meetings, as needed;
• Perform other duties as assigned to support HOPE Clinic's Mission, Vision, and Values.

Qualification Requirements

Education and / or Experience

Other Skills and Abilities