Back Office Supervisor

POSITION PURPOSE:

The Back Office Supervisor provides day-to-day leadership and supervision of Medical Assistants and back-office operations at the assigned health center. Reporting to the Health Center Administrator, the Supervisor is accountable for staffing, training, performance, patient flow, clinical support workflows, room readiness, supplies, and consistent implementation of EVCHC policies and procedures. The role partners with the Health Center Clinical Services Administrator on Medical Assistant competency standards, competency validation, training needs, and standardized clinical support workflows, while matters requiring clinical interpretation or licensed decision-making are escalated to the appropriate licensed clinical leadership.

ESSENTIAL FUNCTIONS AND RESPONSIBILITIES:

• Supervise Medical Assistants and assigned back-office staff; assign daily responsibilities, manage staffing coverage and schedules, monitor attendance and performance, and ensure appropriate back-office coverage throughout operating hours.
• Establish clear performance and service expectations; provide ongoing coaching, feedback, performance evaluations, and corrective action in partnership with the Health Center Administrator and Human Resources, as appropriate.
• Oversee onboarding, orientation, and ongoing training of Medical Assistants and assigned back-office staff. Ensure completion of required competency validations and retraining at the assigned health center in accordance with organization-wide competency standards established in partnership with the Health Center Clinical Services Administrator and licensed clinical leadership.
• Lead daily back-office huddles and routine team meetings to communicate priorities, staffing assignments, workflow changes, performance expectations, and operational updates.
• Oversee day-to-day back-office clinical support workflows, including patient rooming, vital signs, medication reconciliation support, preventive-care preparation, provider support, standing-order processes, and other duties performed within staff scope of practice and approved EVCHC workflows. Ensure appropriate pre-visit planning and chart preparation workflows are completed, including identification of preventive-care needs, standing-order opportunities, required forms, and other information necessary to support efficient provider visits.
• Monitor patient flow throughout the day and partner with providers, the Front Office Supervisor, and the Health Center Administrator to address recurring bottlenecks or delays and align back-office staffing and workflows with scheduled clinical volume. Escalate significant staffing, workflow, or access barriers to the Health Center Administrator.
• Ensure Medical Assistant documentation, standing-order processes, and other assigned clinical support activities are accurate, timely, and consistent with EVCHC policy, approved workflows, scope-of-practice requirements, and provider direction.
• Partner with the Health Center Clinical Services Administrator, CMO, Provider Champion, and other licensed clinical leadership as appropriate to implement approved clinical workflows, competency requirements, training, and practice changes. Escalate clinical questions or decisions outside the Supervisors scope to appropriately licensed clinical leadership.
• Maintain exam-room and back-office operational readiness, including supplies, equipment, medication and vaccine storage/workflow support, refrigerator and temperature logs, emergency equipment checks, infection-control practices, point-of-care testing controls, and other required clinical logs and inventory controls; ensure deficiencies are promptly corrected or escalated and initiate work orders or support requests as needed.
• Coordinate front-office and back-office handoffs and partner with providers, Front Office Supervisors, Care Coordinators, Referrals, and other teams to support efficient patient flow, care coordination, and continuity of care.
• Monitor and audit assigned back-office performance indicators, including Medical Assistant competency completion, documentation accuracy, rooming efficiency, workflow adherence, patient wait times, preventive-care preparation, standing-order compliance, and other assigned operational or quality measures; identify trends and implement improvement actions with the Health Center Administrator and Health Center Clinical Services Administrator.
• Identify workflow, staffing, training, or service gaps; recommend solutions and implement approved process improvements to strengthen efficiency, consistency, patient safety, patient experience, and staff accountability. Participate in quality and operational improvement initiatives related to patient flow, clinical support workflows, Medical Assistant performance, and health center efficiency.
• Support regulatory and operational readiness for applicable HRSA, PCMH, OSHA, HIPAA, CLIA, infection-control, safety, emergency preparedness, and other requirements in partnership with the Health Center Administrator, Health Center Clinical Services Administrator, Quality Improvement, Compliance, and licensed clinical leadership.
• Serve as the first level of leadership for back-office staff concerns, workflow issues, and operational incidents; resolve matters within authority and promptly escalate significant patient-care, employee, safety, or compliance concerns.
• Prepare and submit assigned staffing updates, training and competency records, incident information, supply needs, performance documentation, and other required reports accurately and on time.
• Perform other job-related duties as assigned by the Health Center Administrator and support back-office operations as needed during staffing shortages or high-volume periods, consistent with the employees active credential, demonstrated competency, and legal scope of practice.

POSITION REQUIREMENTS AND QUALIFICATIONS:

• Current Medical Assistant certification from a recognized certifying organization required; a current California Licensed Vocational Nurse (LVN) license may substitute when the individual has demonstrated experience supervising Medical Assistants and ambulatory clinical support workflows.
• Minimum three years of progressively responsible back-office or ambulatory health care experience, including supervisory or lead experience.
• Experience supervising staff, providing training and coaching, completing performance evaluations, and addressing performance or corrective action concerns.
• Demonstrated knowledge of Medical Assistant workflows, competency requirements, patient flow, infection control, standing-order processes, clinical documentation, and outpatient clinical support operations.
• Experience in an FQHC, community health center, or other outpatient health care setting preferred.
• Proficiency with electronic health records; NextGen experience preferred. Knowledge of HIPAA, OSHA, CLIA, scope-of-practice requirements, and other applicable health care standards preferred.
• Strong leadership, communication, organization, problem-solving, and conflict-resolution skills, with the ability to manage multiple priorities in a fast-paced clinical environment.
• Ability to train staff, monitor performance, maintain competency and training documentation, and implement standardized workflows across the assigned health center.
• Bilingual English/Spanish preferred.
• Ability to work flexible hours and provide coverage based on health center operational needs.

WORKING CONDITIONS/PHYSICAL/MENTAL ABILITIES AND PROCESSES:

Reasonable accommodations may be made to enable individuals with disabilities to perform the essential job functions.

• Work requires periods of standing, sitting, lifting, turning, twisting, walking, pushing, pulling, reaching, speaking, hearing, seeing and ability to articulate clearly, use of hands to finger, reaching with hands and arms.
• Ability to perform duties while wearing a face mask (N95, surgical mask) at all times while on-site.
• Ability to stand, sit, stoop, kneel, bend, and move throughout clinical areas in order to support staff and patient flow.
• Ability to document, review records and reports, and use electronic health record and office systems for extended periods.
• Ability to work productively in office and clinical spaces used by multiple employees.
• Ability to respond appropriately to patient and staff concerns, recognize issues requiring escalation, and promptly involve the appropriate provider or licensed clinical staff when clinical assessment, interpretation, or decision-making is required.

DOE: $35.00 - $41.00

East Valley offers a competitive salary, and excellent benefits including medical, dental, vision, and defined contribution retirement plan. You will also enjoy a work-life balance with paid time off and paid holidays throughout the year.

Please apply to this position with your current resume.

Principals only. Recruiters, please do not contact this job posting.

EOE is the Law. It is the stated policy of EVCHC to conform to all the laws, statutes, and regulations concerning equal employment opportunities and affirmative action. We strongly encourage women, minorities, individuals with disabilities, and veterans to apply to all of our job openings. We are an equal opportunity employer, and all qualified applicants will receive consideration for employment without regard to race, color, religion, gender, sexual orientation, gender identity, or national origin, age, disability status, Genetic Information & Testing, Family & Medical Leave, protected veteran status, or any other characteristic protected by law. We prohibit Retaliation against individuals who bring forth any complaint, orally or in writing, to the employer or the government, or against any individuals who assist or participate in the investigation of any complaint or otherwise oppose discrimination.