Manager, MA and Clinical Support Services

**Position Summary:** The Manager, Medical Assistant and Clinical Support Services serves as the operational leader responsible for Medical Assistant (MA) and clinical support services across Family Health Center's ambulatory care sites. Reporting to the Executive Director of Clinical Operations, this position provides leadership and oversight for Medical Assistant Supervisors, Medical Assistants, Referral and Prior Authorization staff, and other designated clinical support personnel. Working collaboratively with the Chief Medical Officer, Director of Health Services, Director of Quality & Risk, and provider leadership, the Manager ensures standardized clinical workflows, operational excellence, patient safety, quality improvement, and exceptional patient experiences. The Manager translates organizational strategy into consistent frontline execution by improving workforce performance, supporting provider efficiency, reducing administrative burden, advancing care gap closure initiatives, and ensuring compliance with all regulatory and organizational standards. **Key Responsibilities:** **Clinical Operations Leadership** - Direct Medical Assistant operations across all clinical sites. - Supervise Medical Assistant Supervisors and designated clinical support leaders. - Ensure standardized workflows are consistently implemented throughout the organization. - Monitor operational performance and implement continuous improvement initiatives. - Align staffing resources with provider schedules, patient volume, and organizational priorities. **Quality Improvement and Patient Safety** - Ensure adherence to standardized clinical workflows including: - Patient identification - Rooming and intake - Medication reconciliation - Point-of-care testing - Specimen handling - Vaccine and medication administration - Lead care gap closure initiatives supporting value-based care. - Monitor MA quality metrics and implement corrective actions. - Partner with Quality & Risk leadership regarding patient safety investigations and quality improvement activities. - Participate on organizational quality, safety, and compliance committees. **Clinical Workflow Management** - Standardize workflows supporting: - Provider inbox management - Laboratory result follow-up - Diagnostic follow-up - Patient outreach - Referral management - Prior authorization processing - Monitor turnaround times and workflow efficiency. - Improve provider workflow by reducing administrative burden. - Ensure closed-loop communication throughout the continuum of care. **Provider Practice Support** - Optimize staffing models to support provider productivity. - Improve visit readiness and patient flow. - Coordinate staffing for high-volume providers and complex patient populations. - Support operational efficiency while maintaining quality and patient safety. **Workforce Leadership** - Recruit, hire, onboard, coach, and develop clinical support staff. - Mentor Medical Assistant Supervisors. - Build internal leadership succession plans. - Promote employee engagement and retention. - Conduct performance evaluations and coaching. - Address employee relations concerns in partnership with Human Resources. **Performance Management** - Establish measurable departmental performance goals. - Monitor: - Clinical competency - Workflow compliance - Productivity - Patient satisfaction - Quality indicators - Provider support metrics - Utilize operational data to drive continuous improvement initiatives. **Service Excellence** - Promote a culture of patient-centered care. - Ensure respectful, compassionate, and professional patient interactions. - Resolve patient concerns related to clinical support services. - Foster teamwork and accountability throughout the department. **Resource Management** - Manage staffing schedules. - Monitor overtime utilization. - Approve time-off requests. - Ensure efficient allocation of clinical support resources. - Assist with departmental budgeting and resource planning.…