Medical Services Operations Manager

Purpose

The Medical Operations Manager provides strategic and operational leadership for Medical Assistants (MAs) across multiple clinical sites. This role oversees all medical back-office operations, including staff supervision, daily clinic scheduling, workflow standardization, and medical supply management. The Manager is responsible for optimizing patient care delivery and supporting positive staff experience. As a key member of the operations leadership team, this role partners with site leaders, clinical teams, and centralized departments to drive workforce development, operational excellence, and a culture of safety, accountability, and continuous improvement.

Health, Wellness & Retirement Benefits:

• Medical, Dental & Vision insurance
• Paid time off & paid holidays
• Retirement with contribution match
• Life & AD&D, pet insurance
• Employee assistance program, & more!

Compensation:

• The target wage range for this position is $83,699.20 to $102,232.00 annually.
• Final offers are individually based on various factors, including skill set, years of experience, location, qualifications, work schedule and other job-related reasons.

Primary Responsibilities:

• Provide direct supervision, coaching, and professional development for a regional team of 10-25 MAs (including Float MAs)
• Lead recruitment, onboarding, orientation, annual evaluations, and corrective actions in partnership with HR and site leadership.
• Conduct regular 1:1s and learning conversations to support staff growth, retention, and performance.
• Foster a high-trust, inclusive work environment that encourages open dialogue, collaboration, and innovation.
• Establish, implement, and monitor standardized workflows for all back-office clinical operations, ensuring alignment with organizational standards and regulatory requirements.
• Monitor and adjust staffing across clinics based on operational needs, including schedule creation, same-day coverage coordination, and long-term planning.
• Oversee site-level medical supply ordering, inventory control, and clinical equipment maintenance in partnership with facilities and site leadership.
• Support clinic sites as points of contact for lab-related operations, including relationships with LabCorp and internal stakeholders.
• Ensure all MAs are current in required skills training, competencies, and documentation, in alignment with patient safety and care standards.
• Review, maintain and coordinate the MA Float pool calendar to account for vacations, illness, long and short-term absences, and meetings while maintaining adequate clinic coverage
• Coordinate and support onboarding, training, and evaluation of float pool staff, students, and volunteers placed at clinics within the region.
• Monitor changes in MA Scope of Practice in state or federal law and implement practice changes in accordance with laws.
• Act as a resource for MA staff and leaders regarding clinical practice, policies and procedures; develop and implement new policies and procedures in collaboration with clinical and operations leadership.
• Ensure timely completion of credentialing and recredentialing by tracking deadlines, resolving barriers, and coordinating with credentialing, HR, and site leadership to maintain compliance and prevent care disruptions.
• Facilitate training and support staff in pursuing advanced skills and leadership pathways.
• Develop and implement comprehensive training plans and curricula tailored to the needs of MA apprentices, ensuring alignment with industry standards and regulatory requirements.
• Coordinate and oversee the recruitment, selection, and onboarding processes for new apprentices, fostering a supportive and inclusive learning environment.

Required Knowledge:

• Knowledge of HIPAA and privacy regulations related to handling confidential staff and patient information.
• Understanding of team supervision, performance management, and staff development best practices.
• In-depth knowledge of medical back-office workflows and procedures, including patient rooming, vital signs, point-of-care testing, immunizations, infection control standards, and documentation requirements.
• Understanding of medical terminology, clinical instruments, common ambulatory procedures, and patient care needs in a primary care setting.
• Familiarity with Medical Assistant scope of practice, certification standards, and regulatory requirements in Washington State, including DOH and WAC guidelines.
• Knowledge of electronic medical records systems (Epic preferred), including charting workflows, encounter documentation, care team tasking, and basic reporting capabilities.
• Understanding of team-based care models in outpatient clinics and the supervisory needs of Medical Assistants and support staff.
• Knowledge of principles of staff development, performance evaluation, and change leadership in clinical settings.
• Awareness of cultural humility, equity, and inclusion practices when working with diverse staff and patient populations.
• Knowledge of effective communication techniques for team facilitation, coaching, and performance-related documentation.
• Understanding clinic inventory and supply chain processes, including ordering cycles, usage monitoring, and cost control strategies.

Required Skills:

• Demonstrated ability to supervise, coach, and support large or dispersed teams (10-25 staff), including performance management and engagement.
• Strong leadership and interpersonal skills to guide, motivate, and develop effective teams across multiple clinical locations.
• Proven ability to lead operational changes, standardize workflows, and implement clinical process improvements.
• Effective verbal and written communication skills, including the ability to lead meetings, conduct trainings, and convey information clearly.
• Proficient with Microsoft Office Suite and other business applications (e.g., Word, Excel, Outlook, Teams, PowerPoint) as well as scheduling tools.
• Strong organizational and time management skills, including the ability to balance long-term planning with urgent operational needs.
• Sound judgment and prioritization skills in high-pressure, fast-paced environments.

Preferred Skills:

• Proficiency using scheduling software or comparable operational tools.
• Experience using electronic medical records (Epic preferred), including navigation and reporting functions.

Required Abilities:

• Ability to build collaborative relationships across teams and matrix departments while maintaining appropriate professional boundaries.
• Ability to handle sensitive conversations with empathy and discretion from a trauma informed lense (TIC), including those involving staff performance or interpersonal concerns.
• Ability to work with individuals of diverse racial, ethnic, cultural, gender, and socioeconomic backgrounds, with demonstrated cultural humility.
• Ability to navigate change, demonstrate resilience, and adapt to evolving priorities, staffing needs, and clinic operations.
• Ability to identify issues, develop solutions, and lead others through problem-solving processes.

Preferred Abilities:

• Ability to supervise across multiple sites or service lines and coordinate among geographically dispersed teams.

Education/Experience Requirements:

• High School diploma or equivalent experience
• Completed an accredited Medical Assistant program
• An active WA State Department of Health Medical Assistance licensure
• 2 years of clinical experience with required licensure
• 2 years of leadership of Medical Assistants
• Active CPR/BLS

Preferred Requirements:

• Bachelors degree in healthcare administration, health care, or health sciences
• Relevant health care/leading certifications
• 3 years of clinical experience with required licensure, and 3 years or more of leadership of Medical Assistants.

About Neighborcare Health:

Since 1968, Neighborcare Health has been removing barriers to health care for our neighbors. We believe everyone deserves a place to call their health care home, where a team of medical, dental and mental health professionals work in collaboration with each patient to develop a personal health improvement plan.

We are one of the largest providers of primary medical, dental and behavioral health care services in the Seattle area serving low-income and uninsured families and individuals, seniors on fixed incomes, immigrants, and people experiencing homelessness. Each year we care for nearly 60,000 patients at our nearly 30 non-profit medical, dental and school-based clinics. We ask everyone to pay what they can, but no one is turned away due to inability to pay.

Our clinics are located in neighborhoods where health disparities are the greatest, and our care teams, who speak over 55 languages and dialects, are as diverse as our patients. No matter who you are, or where you come from, regardless of your insurance, income or immigration status, you are welcome at Neighborcare Health.

Learn more about us here.

The full job description is available upon request