Clinical Services Supervisor

ABOUT US:

Community health is about more than just vaccines and checkups. It's about giving people the resources they need to live their best lives. At Neighborhood, this is our vision. A community where everyone is healthy and happy. We're with you every step of the way, with the care you need for each of life's chapters. At Neighborhood, we are Better Together.

As a private, non-profit 501(C) (3) community health organization, we serve over 500,000 medical, dental, and behavioral health visits from more than 100,000 people annually. We do this in pursuit of our mission to improve the health and happiness of the communities we serve by providing quality care to all, regardless of situation or circumstance.

We have been doing this since 1969 and it is our employees that make this mission a reality. Regardless of the role, our team focuses on being compassionate, having integrity, being professional, always collaborating, and consistently going above and beyond. If that sounds like an organization you want to be a part of, we would love to have you.

ROLE OVERVIEW and PURPOSE:

The Clinical Services Supervisor (CSS) works to support the mission and vision of Neighborhood Healthcare by cultivating an environment that produces excellent patient-centered care and clinical services within a dynamic team setting. This role serves as a key operational leader, driving excellence in staff development, clinical quality, patient access, and service delivery within a dynamic, team-based care model.

The CSS consistently demonstrates Neighborhood Healthcare's Values in Action (VIA) by going above and beyond in service to patients and colleagues, fostering a collaborative team environment, delivering care with compassion, upholding the highest standards of integrity, and modeling professionalism in all interactions.

RESPONSIBILITIES:

• Provides direct supervision, leadership, and accountability for Medical Assistants (MAs), Lab Assistants, and other assigned clinical support staff, ensuring optimal staffing models aligned with patient volume, acuity, and care team structure
• Owns recruitment efforts in partnership with Human Resources, including workforce planning, candidate selection, and hiring to ensure a skilled, mission-aligned workforce
• Builds a high-performing, mission-driven team through structured onboarding, competency validation, coaching, and continuous professional development
• Fosters a culture of accountability, engagement, equity, and inclusion, aligned with organizational values and FQHC mission
• Promotes a culture of high employee engagement by fostering open communication, recognizing staff contributions, supporting professional growth, and leveraging engagement feedback to drive retention, morale, and team performance
• Leads regular team huddles and staff meetings to reinforce communication, disseminate organizational updates, and drive performance improvement
• Prepares and conducts annual performance reviews for all direct reports
• Partners with Human Resources and leadership to address employee relations, corrective actions, and performance improvement plans in a timely and consistent manner
• Oversees daily clinical support operations to ensure efficient patient flow, provider support, and adherence to evidence-based care models
• Monitors and drives performance on key quality metrics, including, UDS measures, HEDIS measures, care gap closures, and value-based care initiatives
• Ensures compliance with FQHC regulatory requirements, including HRSA guidelines, OSHA standards, CLIA-waived lab requirements, and infection control protocols
• Oversees lab operations in coordination with lab leadership, ensuring compliance with documentation, quality controls, and safety standards
• Leads workflow optimization and process improvement initiatives using data analysis and Lean methodologies to enhance efficiency and outcomes
• Partners with care teams to advance population health strategies, including panel management, preventative care outreach, and chronic disease management
• Champions culturally competent, trauma-informed, and patient-centered care approaches, particularly for underserved and vulnerable populations
• Leads initiatives to deliver an exceptional, patient-centered experience by embedding service excellence standards into daily workflows and staff expectations
• Acts as a role model for service excellence, ensuring all patient interactions reflect compassion, professionalism, and respect

Supervision

• Serves as a key operational leader in advancing organizational initiatives, including growth, service expansion, and new site development

• Supports organizational readiness for audits, site visits, and accreditation reviews (e.g., HRSA Operational Site Visits)

• Mitigates organizational risk through proactive monitoring of compliance standards and implementation of corrective actions as needed

• Supports budget stewardship through responsible supply utilization, labor management, and operational efficiency

• Coordinates clinical meetings, trainings, and operational activities in alignment with organizational priorities and compliance standards

• Collaborates cross-functionally with providers, nursing, operations, quality, and enabling services teams to ensure integrated care delivery

• Acts as a change agent, effectively leading teams through workflow changes, technology enhancements, and organizational transformation

EDUCATION/EXPERIENCE:

• Associate's degree or equivalent experience required
• Minimum three (3) years of experience in a healthcare setting required, preferably within an FQHC, community health center, or ambulatory care environment
• Valid medical assistant certificate from an accredited program required
• Current Basic Life Support (BLS) certification is required upon hire and must be maintained as a condition of employment. These courses must follow AHA guidelines, but may be completed through approved online providers such as ProMed or other equivalent programs that meet recognized BLS standards.
• Progressive leadership or supervisory experience in a clinical setting preferred
• Demonstrated experience with value-based care models, population health, and quality metric performance management strongly preferred
• Experience working with underserved, diverse, or high-risk populations preferred
• Completion of internal leadership development programs (e.g., Project LEAP) preferred for internal candidates
• Bilingual (English/Spanish or English/Arabic) strongly preferred based on patient population needs

ADDITIONAL QUALIFICATIONS (Knowledge, Skills and Abilities):

• Excellent verbal and written communication skills, including superior composition, typing and proofreading skills

• Ability to interpret a variety of instructions in written, oral, diagram, or schedule form

• Demonstrated ability to analyze, interpret, and act on performance data, including quality, productivity, and patient access metrics

• Advanced leadership skills with the ability to coach, influence, and drive accountability across teams

• Excellent organizational, problem-solving, and decision-making skills in a fast-paced clinical environment

• Ability to manage competing priorities while maintaining attention to detail and operational excellence

• Strong interpersonal and communication skills, with the ability to collaborate effectively across multidisciplinary teams

• High level of professionalism and ability to handle confidential and sensitive information in compliance with HIPAA and organizational policies

• Commitment to health equity, cultural humility, and community-centered care delivery

Physical Requirements

• Ability to lift/carry 10 lbs/weight
• Ability to stand for long periods of time

COMPLIANCE (Safety & HIPAA):

• Follow all safety procedures as outlined in Neighborhood Healthcare's Illness and Injury Prevention Plan (IIPP) and report any injuries and/or unsafe conditions immediately
• Maintain current knowledge of policies and procedures as they relate to safe work practices
• Use appropriate body mechanics to ensure an injury free environment
• Be familiar with location of nearest fire extinguisher and emergency exits
• Follow all infection control procedures including blood-borne pathogen protocols
• Maintain privacy of all patient, employee, and volunteer information and access such information only on a need-to-know basis for business purposes
• Comply with all regulations regarding corporate integrity and security obligations
• Report all behavior and/or activity that are unethical, fraudulent, or unlawful

Pay Range: $80,200 - $115,500 annually depending on experience

Compensation Disclosure: The posted salary range reflects the designated pay grade for this position. While this range represents the broader classification of the role, actual compensation will be based on several factors, including but not limited to: the candidate's overall knowledge, skills, and experience, market data and industry benchmarks, internal equity within the organization, Budgetary considerations and organizational needs. As a result, placement within the range is not guaranteed, and the full pay grade range may not be utilized.