Clinical Operations Supervisor
Penobscot Community Health Care | Bangor, ME
The Clinical Operations Supervisor leads a team of medical assistants/clinical support staff. The Clinical Operations Supervisor will demonstrate strong clinical leadership and medical assistant skills and training. A successful Clinical Operations Supervisor should:
Have a positive outlook;
Be willing to engage in innovative problem solving;
Cultivate an environment that encourages patient-centered care, high performance and collegiality;
Be a change agent who is comfortable leading their team through change.
The Clinical Operations Supervisor is responsible for their team of Medical Assistants as well as a number of task specific responsibilities. Those tasks are outlined on the attached checklist (see Exhibit #1).
The Clinical Operations Supervisor’s primary responsibility is to hire, mentor, model, train, and promote high functioning clinical support staff (Medical Assistants). A majority of the Clinical Operations Supervisor’s time should be spent providing leadership and training to their Medical Assistant team. The Clinical Operations Supervisor will demonstrate proactive and responsive leadership skills. The Clinical Operations Supervisor must demonstrate a commitment to collaborating with their Co-Clinical Operations Supervisor, and practice Leadership team. Specifically, the Clinical Operations Supervisor will:
1. Hire the most qualified, competent, and most patient-centered Medical Assistants to join the team.
2. Lead their Medical Assistant Team on a daily basis, providing a model of positive, compassionate care for our patients and service for our physicians.
3. Supervise a team of no more than 15 clinical support staff (hiring, training, scheduling, mentoring, completing staff competencies and annual evaluations).
4. Develop/Mentor/Train their Medical Assistant Team to continually improve performance and skill level.
5. Effectively manage and delegate the team’s roles and responsibilities.
6. Work closely with the practice leadership team to set the goals for efficient back office operations through thorough and complete knowledge of practice operations and procedures including but not limited to: scheduling, billing, insurance, personnel, compliance and FQHC guidelines).
7. Demonstrate excellent customer service skills, and provide timely resolution to patient concerns as needed.
8. Empower employees to achieve clinical excellences and promotes a positive work environment.
9. Will ensure that clinical operations are patient-centered and mission-focused. Continuously looks to seek improvement and implement best practices.
10. Initiates and exercise independent judgment, decision-making and problem solving expertise.
11. Leadership activities should be designed to improve efficiencies, patient experience, outcomes and staff morale.
12. Performs all functions of Medical Assistant role as outlined in PCHC’s Medical Assistant Job Description and Clinical Competency Checklist. From time to time, provides Medical Assistant coverage due to practice staff shortage.
13. Models a culture of “Speaking Up.” Ensures their team abide by the organization’s Compliance Program/Standards of Conducts.
14. Maintains strict confidentiality in accordance with PCHC Policies, HIPAA and other relevant laws.
15. Performs all other related projects and duties as assigned by Practice Director.
• Is a competent Medical Assistant and demonstrates skills and knowledge as set forth on the Clinical Operations Supervisor Competency Checklist. (See Exhibit#2)
• Intermediate or advanced computer skills, including knowledge of relevant EMR systems and strong Microsoft Office skills, particularly Microsoft Excel.
• Commitment to continuous learning in both personal and professional development.
• Builds camaraderie and teamwork
• Strong organizational skills and attention to details
• Possesses excellent leadership and communication skills
• Commitment to the practice’s high quality, compassionate care of patients
• Ability to motivate and retain Medical Assistants.
• Ability to move from project to project with frequent interruptions.
• A college degree is preferred. High school diploma required.
• Minimum of three years’ experience in a primary healthcare or related professional setting as a Medical Assistant required.
• Previous supervisory or leadership experience preferred. Relevant experience in a position with some leadership responsibility at PCHC may be substituted for previous supervisory experience.
• Certified Medical Assistant through the AAMA preferred.
• Will have up-to-date training and certification in Healthcare Provider Basic Life Support issued by American Heart Association, American Red Cross or American Health & Safety Institute. Must obtain within 3 months if not current at hire.