Back Office Supervisor

EVCHC Website•West Covina, CA

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 on Medical Assistant competency standards, competency validation, training needs, and standardized clinical support workflows. Clinical questions requiring interpretation or licensed decision-making must be escalated to appropriate licensed clinical leadership. The Supervisor oversees back-office staffing and workflows, supports staff training and performance, and coordinates with providers and other teams to maintain efficient patient flow and continuity of care. The role monitors operational and quality measures, identifies gaps, implements approved improvements, and supports regulatory and operational readiness. The Supervisor may support back-office operations during staffing shortages or high-volume periods, consistent with their active credential, demonstrated competency, and legal scope of practice.

Requirements

Current Medical Assistant certification from a recognized certifying organization; a current California Licensed Vocational Nurse (LVN) license may substitute if 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.

Nice To Haves

Experience in an FQHC, community health center, or other outpatient health care setting.
NextGen experience.
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 schedules and staffing coverage, monitor attendance and performance, and maintain appropriate coverage throughout 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, and ongoing training of Medical Assistants and assigned back-office staff.
Ensure required competency validations and retraining are completed in accordance with organization-wide standards established with the Health Center Clinical Services Administrator and licensed clinical leadership.
Lead daily back-office huddles and routine team meetings to communicate priorities, assignments, workflow changes, performance expectations, and operational updates.
Oversee back-office clinical support workflows, including patient rooming, vital signs, medication reconciliation support, preventive-care preparation, provider support, standing-order processes, and other duties within staff scope of practice and approved workflows.
Ensure pre-visit planning and chart preparation are completed, 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 recurring bottlenecks or delays and align staffing and workflows with clinical volume.
Escalate significant staffing, workflow, or access barriers to the Health Center Administrator.
Ensure Medical Assistant documentation, standing-order processes, and assigned clinical support activities are accurate, timely, and consistent with EVCHC 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 workflows, competency requirements, training, and practice changes; escalate out-of-scope clinical questions or decisions.
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 performance indicators, including competency completion, documentation accuracy, rooming efficiency, workflow adherence, patient wait times, preventive-care preparation, standing-order compliance, and other operational or quality measures; identify trends and implement improvement actions with the Health Center Administrator and Health Center Clinical Services Administrator.
Identify workflow, staffing, training, or 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 administrative, quality, compliance, and licensed clinical leaders.
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 as assigned by the Health Center Administrator and support back-office operations during staffing shortages or high-volume periods, consistent with active credential, demonstrated competency, and legal scope of practice.