Office Supervisor - Gastroenterology

About Our Company

We're a physician-led, patient-centric network committed to simplifying health care and bringing a more connected kind of care.

Our primary, multispecialty, and urgent care providers serve millions of patients in traditional practices, patients' homes and virtually through VillageMD and our operating companies Village Medical, Village Medical at Home, Summit Health, CityMD, and Starling Physicians.

When you join our team, you become part of a compassionate community of people who work hard every day to make health care better for all. We are innovating value-based care and leveraging integrated applications, population insights and staffing expertise to ensure all patients have access to high-quality, connected care services that provide better outcomes at a reduced total cost of care.

Please Note: We will only contact candidates regarding your applications from one of the following domains: @summithealth.com, @citymd.net, @villagemd.com, @villagemedical.com, @westmedgroup.com, @starlingphysicians.com, or @bmctotalcare.com.

Job Description

At Starling Physicians, we're looking for a Supervisor, Office Certified Medical Assistant to help us transform the way primary care is delivered and how patients are served in their homes. Our in-home care program offers full-service primary care that meets our patients where they are, with trusted doctors and advanced practice practitioners working together to deliver coordinated care in the comfort of the patient's home. The program is designed to give patients and caregivers flexible solutions and ensure seamless communication between care providers.

Starling Physicians has partnered with many of today's best primary care physicians. We're equipping them with the latest digital tools, empowering them with proven strategies and support, and inspiring them with better practices and consistent results.

We're creating care that's more accessible, effective, and efficient, with solutions that are value-based, physician-driven, and patient-centered. To accomplish this, we're looking for individuals who share our sense of excellence, are ready to embrace change, and never settle for the status quo - individuals who have the confidence to lead but the humility to never stop learning.

Could this be you?

The Supervisor facilitates day-to-day operations, including managing patient, staff, and provider interactions and maintaining a service-based approach to issue resolution. Partnering with the clinical support staff to promote the highest standards of quality patient care by appropriately managing patient flow, this role provides support and training to staff to encourage their ability to effectively address triage calls and service recovery. This role reports to the Director of Clinical Operations.

How You Can Make a Difference

• Leadership and facilitation skills that engage staff in strong communication for clinical problem solving and decision making

• Supervise and monitor the performance and skills of clinical staff, assuring the delivery of quality health care services

• Foster teamwork and contribute to an environment of respect and inclusion

• Provide immediate follow-up, documentation, and communication to employees

• Serve as a champion, helping staff interpret organizational and clinical changes in a positive manner

• Promote, support, and participate in process improvement, quality initiatives, and innovation

• Monitor patient activities, identifying gaps and partnering with leadership and clinical staff to address them appropriately

Key Responsibilities

1. Clinical Support and Oversight

• Serve as the primary point of contact for leads and clinical staff with questions or workflow concerns

• Provide real-time support in clinics to ensure efficient patient flow and adherence to protocols

• Step in to assist with patient care duties as needed, including clinical work-ups

• Ensure timely patient flow and minimize provider downtime

• Arrange Medical Assistant coverage for call-outs, PTO, and unexpected absences by identifying and deploying qualified float staff, or stepping in personally, to maintain uninterrupted clinic operations

• Responsible for employee evaluations

2. Training and Development

• Train new staff on clinical procedures, EMR documentation, and patient interaction

• Monitor the progress of new hires and provide regular feedback to supervisors

• Conduct periodic skills assessments and identify opportunities for retraining or improvement

• Support continued education initiatives and maintain clinical standards

3. Inventory Management

• Monitor clinical and supply inventory, including medications, diagnostic supplies, and PPE

• Coordinate with purchasing staff to ensure appropriate par levels and timely reorders

• Oversee organization and cleanliness of supply areas and exam rooms

4. Drug Inventory Oversight

• Track and log expiration dates for all injectable medications

• Ensure compliance with proper storage and handling protocols

• Coordinate with appropriate staff to remove or return expired or soon-to-expire medications

• Approve drug ordering

5. Triage and Communication

• Provide direction for scheduling urgent/emergent appointments based on symptoms or history

• Help coordinate patient communication related to clinical follow-ups, reschedules, or treatment changes

6. Leadership and Accountability

• Model professionalism and teamwork within the clinical staff

• Serve as a liaison between clinical staff and management

• Promote a culture of safety, efficiency, and exceptional patient care

• Communicate regularly with the Practice Manager, Associate Director, and practice leadership on staffing needs, clinic flow, or concerns

• Participate in the recruitment, selection, and hiring process for clinical positions

• Be proactive in employee mentoring, coaching, and discipline

• Approve timecards and forward time allocation to the corporate office if applicable

• Review and approve requests for Paid Time Off and determine the need for float staff to cover staffing gaps

• Coordinate staff scheduling with leads

• Monitor patient activities, identifying gaps and partnering with leadership and clinical staff to address them appropriately

• Coordinate internal chart audits and assist in preparation for external audits or payer reviews

• Meet regularly with physicians to discuss operational practice issues; provide the agenda and record minutes

• Meet with team leads weekly

• Monitor appointment and procedure volumes to assess clinic productivity and work with providers to optimize utilization

• Partner with billing and coding teams to ensure accurate documentation and charge capture

• Participate in strategic planning related to growth, cost containment, and revenue cycle improvements

7. Staff Guidance & Mentoring

• Serve as a resource for other technicians with questions about clinical procedures, equipment, or patient care

• Monitor and control overtime use

• Create, attend, and participate in staff meetings, providing updates or training refreshers to the team

• Provide real-time troubleshooting and support during busy clinics

• Mentor and support new technicians during training, assisting with skills development and procedural knowledge

• Help foster accountability by modeling professionalism and teamwork

8. Equipment and Supplies

• Recommend and discuss with the Clinic Manger and Associate Director any requests for new equipment

• Maintain equipment inventory and ensure compliance with biomedical equipment checks and calibration schedules

• Ensure proper disposal and handling of medical waste in compliance with regulatory standards

• Supervise any repairs/maintenance of existing equipment

• Work with Starling Physicians IT to ensure efficient, uninterrupted electronic processes are in place and outdated equipment is refreshed

• Coordinate and approve ordering supplies with the corporate office

• Maintain supply records

9. Relationships

• Reports to the Clinic Manager

• Establishes and maintains effective working relationships with patients, providers, staff, peer group, corporate administration, EHR and other internal departments, computer services providers, and vendors

• Supervises practice staff including Clinical Supervisor, Medical Assistants, Patient Service Representatives, Administrative Assistant, and others; supervises advanced practitioners as applicable

Working Conditions & Physical Requirements

• Support functions will occur within various clinical settings and workspaces

• Incumbents may be required to work at any facility based on operational need, and schedule may vary

• Travel to various practice locations required

• Physical activity will include walking, standing, and sitting

• Physical demands may also include lifting and carrying equipment up to 30 lbs., or providing physical assistance to patients

• Other physical requirements include speaking and hearing ability sufficient to communicate effectively by phone or in person at normal volumes; vision adequate to read correspondence, computer screens, and forms; and good manual dexterity

Skills for Success

• Self-motivated: energetic, self-starter; can work autonomously with limited direction

• Results-oriented: bias for action; demonstrated track record of achievement; drive for attainment of superior outcomes

• Flexible: ably navigates within ambiguity; solution-oriented

• Analytical: strong research, writing, analytical, and critical reasoning skills

• Communication: conveys thoughts and expresses ideas effectively both verbally and in writing; strong presentation skills

• Collaboration: orientation to team-based work product and results

• Leadership: develops and nurtures teams; successfully achieves results through others

• Humility: low ego; engenders trust; respectful

Experience to Drive Change

• High School Diploma or equivalent required

• Graduated from an accredited Medical Assistant program, required

• 5 years' experience in a primary care setting, comfortable with geriatric populations

• 1 year of leadership experience, preferably with building teams from the ground up

• Basic computer literacy with experience in Windows-based programs

About Our Commitment

Total Rewards at VillageMD

Our team members are essential to our mission to reshape healthcare through the power of connection. VillageMD highly values the critical role that health and wellness play in the lives of our team members and their families. Participation in VillageMD's benefit platform includes Medical, Dental, Life, Disability, Vision, FSA coverages and a 401k savings plan.

Equal Opportunity Employer

Our Company provides equal employment opportunities (EEO) to all employees and applicants for employment without regard to, and does not discriminate on the basis of, race, color, religion, creed, gender/sex, sexual orientation, gender identity and expression (including transgender status), national origin, ancestry, citizenship status, age, disability, genetic information, marital status, pregnancy, military status, veteran status, or any other characteristic protected by applicable federal, state, and local laws.

Safety Disclaimer

Our Company cares about the safety of our employees and applicants. Our Company does not use chat rooms for job searches or communications. Our Company will never request personal information via informal chat platforms or unsecure email. Our Company will never ask for money or an exchange of money, banking or other personal information prior to the in-person interview. Be aware of potential scams while job seeking. Interviews are conducted at select Our Company locations during regular business hours only. For information on job scams, visit, https://www.consumer.ftc.gov/JobScams or file a complaint at https://www.ftccomplaintassistant.gov/.