Clinic Support Manager

Pediatric Associates Family of Companies•Plantation, FL

2d•Remote

About The Position

The Clinic Support Manager is responsible for managing clinical virtual support teams, including Virtual Medical Assistants, Medical Scribes, and Medical History Specialists. This role involves overseeing operations, ensuring productivity, and maintaining communication with clinic managers and providers. The manager will also develop and implement new virtual support programs, create policies and procedures, and collaborate with various internal departments for practice transitions. A key aspect of this role is to support supervisors and team leads in staff management, development, and ensuring excellent patient experience through AIDET principles.

Requirements

High School diploma or equivalent.
Three years’ experience as a Medical Assistant including medical request processing.
Knowledge of medical terminology, grammar, spelling and punctuation to type correspondence.
Knowledge of insurance industry.
Skills in operating a computer, using EMR and Microsoft applications.
Ability to read understand and follow oral and written instruction.
Ability to speak clearly and concisely.
Ability to establish and maintain effective working relationships with patients, employees, and the public.
Adhere to all organizational information security policies and protect all sensitive information including but not limited to ePHI and PHI (Protected Health Information) in accordance with organizational policy, Federal, State, and local regulations.

Nice To Haves

Medical Assistant Certificate preferred.
1 year experience as a Clinic/Practice Manager preferred.

Responsibilities

Oversee clinical virtual support operations including managing staffing levels, hiring decisions, productivity metrics, and provide direction for the coordination of VMA and MHS programs.
Maintain communication with clinic managers and providers to monitor employees’ performance.
Develop and execute on-site implementation of new virtual support programs and manage the expansion thereof.
Direct and implement new operational procedures, action plans and quality initiatives to obtain optimum efficiency.
Participate in continuous process improvement.
Develop policies and procedures within department scope aiming to standardize protocols across the enterprise.
Collaborate with integrations team and other internal departments for transition of newly acquired practices to coordinate clinical virtual support services.
Effectively communicate issues and collaborate with Practice Managers, Team Leads, IT Support and other departmental leads regarding resolutions.
Support supervisors and team leads in hiring, coaching, appraising, rewarding, and retaining department staff; assessing staff productivity; employee development, onboarding, training, and development for newly hired staff.
Manage overall patient experience using AIDET.
Promote and provide excellent customer service to patients and families and ensure that the staff also provides a high-level customer service.
Performs other duties as assigned by Supervisor.
Supervises Virtual Medical Assistant (VMA) and Medical History Specialists (MHS) programs.
Directly supervises VMA and MHS Leads and Trainers to include evaluating and completing annual evaluations.
Instructs team in methods or procedures needed to carry out their job as well as makes work assignments.
Develops and executes on-site implementation of new virtual support programs and manages expansion.
Responsible for overseeing staffing for all regions to include hiring, training, and coaching.