Back Office Supervisor

EVCHC Website•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, this role is accountable for staffing, training, performance, patient flow, clinical support workflows, room readiness, supplies, and consistent implementation of EVCHC policies and procedures. The Supervisor partners with the Health Center Clinical Services Administrator on Medical Assistant competency standards, validation, training needs, and standardized clinical support workflows. Clinical interpretation and decisions requiring licensed judgment are escalated to appropriate licensed clinical leadership. The Supervisor oversees staff and back-office operations, including rooming, pre-visit planning, documentation, approved standing-order processes, and coordination with providers and other teams. The role monitors operational and quality indicators, addresses workflow and staffing gaps, and implements approved improvements. It also supports regulatory and operational readiness, maintains required clinical logs and inventory controls, and serves as the first level of leadership for back-office staff concerns and operational incidents. The position requires current Medical Assistant certification, or a current California LVN license as a substitute when accompanied by 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. Experience in an FQHC, community health center, or other outpatient setting; NextGen EHR experience; knowledge of applicable health care standards; and English/Spanish bilingual ability are preferred. The role requires flexible hours and coverage based on health center operational needs. Work includes activity in shared office and clinical spaces, use of electronic health record and office systems, and wearing a face mask while on-site. The stated pay range is $35.00–$41.33. East Valley offers medical, dental, vision, a defined contribution retirement plan, paid time off, and paid holidays.

Requirements

Current Medical Assistant certification from a recognized certifying organization; alternatively, a current California Licensed Vocational Nurse (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 duties while wearing an N95 or surgical face mask while on-site.
Ability to stand, sit, stoop, kneel, bend, and move throughout clinical areas to support staff and patient flow.
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.
NextGen electronic health record experience.
Knowledge of HIPAA, OSHA, CLIA, scope-of-practice requirements, and other applicable health care standards.
Bilingual English/Spanish ability.

Responsibilities

Supervise Medical Assistants and assigned back-office staff; assign daily responsibilities, manage schedules and coverage, monitor attendance and performance, and ensure adequate coverage during operating hours.
Set performance and service expectations; provide coaching, feedback, evaluations, and corrective action in partnership with the Health Center Administrator and Human Resources as appropriate.
Oversee onboarding, orientation, and ongoing training, and ensure required competency validation and retraining in accordance with organization-wide standards.
Lead daily back-office huddles and routine team meetings to communicate priorities, assignments, workflow changes, expectations, and operational updates.
Oversee daily clinical support workflows, including patient rooming, vital signs, medication reconciliation support, preventive-care preparation, provider support, and approved standing-order processes within staff scope of practice.
Ensure pre-visit planning and chart preparation, including identification of preventive-care needs, standing-order opportunities, required forms, and other information needed for 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, and access barriers to the Health Center Administrator.
Ensure Medical Assistant documentation 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 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, 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 operational and quality indicators, including competency completion, documentation accuracy, rooming efficiency, workflow adherence, wait times, preventive-care preparation, and standing-order compliance; identify trends and implement improvement actions with relevant administrators.
Identify workflow, staffing, training, or service gaps; recommend solutions and implement approved process improvements to strengthen efficiency, consistency, patient safety, patient experience, and accountability.
Participate in quality and operational improvement initiatives related to patient flow, clinical support workflows, Medical Assistant performance, and health center efficiency.
Support readiness for applicable HRSA, PCMH, OSHA, HIPAA, CLIA, infection-control, safety, emergency-preparedness, and other requirements in partnership with relevant administrators 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 as 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.