Back Office Supervisor

EVCHC Website•Pomona, CA

2d•Onsite

About The Position

The Back Office Supervisor provides day-to-day leadership and supervision of Medical Assistants and back-office operations at an assigned health center. Reporting to the Health Center Administrator, the Supervisor is accountable for staffing, training, performance, patient flow, clinical support workflows, room readiness, supplies, and consistent implementation of EVCHC policies and procedures. The role partners with the Health Center Clinical Services Administrator and licensed clinical leadership on Medical Assistant competency standards, validation, training needs, and standardized clinical support workflows. Clinical questions or matters requiring clinical interpretation or licensed decision-making must be escalated to appropriately licensed clinical leadership. The Supervisor also works with providers and other health center teams to support efficient patient flow, care coordination, regulatory readiness, and continuous operational improvement. The position requires a current Medical Assistant certification from a recognized certifying organization, or a current California LVN license with demonstrated experience supervising Medical Assistants and ambulatory clinical support workflows. At least three years of progressively responsible back-office or ambulatory health care experience, including supervisory or lead experience, is required. The work takes place in office and clinical spaces shared by multiple employees and requires wearing a face mask while on-site. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential job functions.

Requirements

Current Medical Assistant certification from a recognized certifying organization; alternatively, a current California LVN license may substitute when the individual has demonstrated experience supervising Medical Assistants and ambulatory clinical support workflows.
At least three years of progressively responsible back-office or ambulatory health care experience, including supervisory or lead experience.
Experience supervising staff, providing training and coaching, completing performance evaluations, and addressing performance or corrective-action concerns.
Demonstrated knowledge of Medical Assistant workflows, competency requirements, patient flow, infection control, standing-order processes, clinical documentation, and outpatient clinical support operations.
Strong leadership, communication, organization, problem-solving, and conflict-resolution skills, with the ability to manage multiple priorities in a fast-paced clinical environment.
Ability to train staff, monitor performance, maintain competency and training documentation, and implement standardized workflows across the assigned health center.
Ability to work flexible hours and provide coverage based on health center operational needs.
Ability to perform the physical activities described, including standing, sitting, lifting, turning, twisting, walking, pushing, pulling, reaching, stooping, kneeling, bending, and moving throughout clinical areas.
Ability to wear an N95 or surgical face mask while on-site.
Ability to document, review records and reports, and use electronic health record and office systems for extended periods.
Ability to work productively in office and clinical spaces used by multiple employees.
Ability to respond appropriately to patient and staff concerns, recognize issues requiring escalation, and involve appropriate providers or licensed clinical staff when clinical assessment, interpretation, or decision-making is required.

Nice To Haves

Experience in an FQHC, community health center, or other outpatient health care setting.
Experience with NextGen electronic health records.
Knowledge of HIPAA, OSHA, CLIA, scope-of-practice requirements, and other applicable health care standards.
Bilingual English/Spanish.

Responsibilities

Supervise Medical Assistants and assigned back-office staff; assign daily responsibilities, manage staffing coverage and schedules, monitor attendance and performance, and maintain back-office coverage during operating hours.
Set performance and service expectations; provide coaching, feedback, performance evaluations, and corrective action in partnership with the Health Center Administrator and Human Resources as appropriate.
Oversee onboarding, orientation, ongoing training, competency validations, and retraining in accordance with organization-wide standards and in partnership with appropriate clinical leadership.
Lead daily back-office huddles and routine team meetings to communicate priorities, assignments, workflow changes, expectations, and operational updates.
Oversee day-to-day back-office clinical support workflows, including patient rooming, vital signs, medication reconciliation support, preventive-care preparation, provider support, and standing-order processes, within staff scope of practice and approved workflows.
Ensure pre-visit planning and chart preparation, including identification of preventive-care needs, standing-order opportunities, required forms, and other information needed to support provider visits.
Monitor patient flow and partner with providers, the Front Office Supervisor, and the Health Center Administrator to address bottlenecks and align staffing and workflows with clinical volume; escalate significant staffing, workflow, or access barriers.
Ensure Medical Assistant documentation, standing-order processes, and assigned clinical support activities are accurate, timely, and consistent with policy, approved workflows, scope-of-practice requirements, and provider direction.
Partner with the Health Center Clinical Services Administrator, CMO, Provider Champion, and other licensed clinical leadership to implement approved clinical workflows, competency requirements, training, and practice changes; escalate clinical questions outside the Supervisor’s scope.
Maintain exam-room and back-office readiness, including supplies, equipment, medication and vaccine storage/workflow support, refrigerator and temperature logs, emergency equipment checks, infection-control practices, point-of-care testing controls, clinical logs, and inventory controls; correct or escalate deficiencies and initiate work orders or support requests as needed.
Coordinate front-office and back-office handoffs and partner with providers, Front Office Supervisors, Care Coordinators, Referrals, and other teams to support patient flow, care coordination, and continuity of care.
Monitor and audit assigned back-office performance indicators, identify trends, and implement improvement actions with the Health Center Administrator and Health Center Clinical Services Administrator.
Identify workflow, staffing, training, and service gaps; recommend solutions and implement approved process improvements to strengthen efficiency, consistency, patient safety, patient experience, and staff accountability.
Participate in quality and operational improvement initiatives related to patient flow, clinical support workflows, Medical Assistant performance, and health center efficiency.
Support regulatory and operational readiness for applicable HRSA, PCMH, OSHA, HIPAA, CLIA, infection-control, safety, emergency preparedness, and other requirements in partnership with relevant leaders and teams.
Serve as the first level of leadership for back-office staff concerns, workflow issues, and operational incidents; resolve matters within authority and promptly escalate significant patient-care, employee, safety, or compliance concerns.
Prepare and submit assigned staffing updates, training and competency records, incident information, supply needs, performance documentation, and other required reports accurately and on time.
Perform other job-related duties assigned by the Health Center Administrator and support back-office operations during staffing shortages or high-volume periods, consistent with active credentials, demonstrated competency, and legal scope of practice.