Clinical Support Services Manager

FETTER HEALTH CARE NETWORK INC•Charleston, SC

About The Position

The Clinical Support Services Manager oversees the daily clinical compliance and operations of agency clinical staff, ensuring high-quality patient care and adherence to federal, state, and organizational requirements. The role provides direct leadership and supervision of Certified Medical Assistants, Phlebotomists, Laboratory Assistants, and other clinical support personnel, while providing functional direction across assigned practice sites. It is a hands-on clinical leadership position that maintains clinical competency while overseeing workflows, staffing, performance management, quality assurance, infection prevention, and regulatory readiness. The position is distinct from the Practice Manager role: the Clinical Support Services Manager is primarily accountable for clinical support operations, while Practice Managers are primarily accountable for non-clinical practice operations. The roles coordinate closely on matters affecting overall site performance. The manager partners with medical leadership, providers, and organizational departments to standardize clinical workflows, support provider onboarding, maintain compliance and survey readiness, oversee laboratory and point-of-care testing, and manage vaccines, medications, supplies, and clinical equipment. The role also advances quality improvement, population health, patient safety, staff development, budget monitoring, and strategic operations. The position does not independently diagnose or prescribe, or replace provider clinical judgment.

Requirements

Certified Medical Assistant (CMA), Registered Medical Assistant (RMA), or equivalent credential.
Minimum 5 years of clinical experience in an ambulatory or outpatient healthcare setting.
Minimum 2–3 years of progressive leadership or supervisory experience.
Extensive knowledge of OSHA, CLIA, HIPAA, infection prevention, and healthcare compliance standards.
Experience supervising multidisciplinary clinical teams.
Proficiency with Electronic Medical Record (EMR) systems.
Current CPR/BLS certification.
Associate or Bachelor's degree in Healthcare Administration, Nursing, Allied Health, or a related field.
Experience with quality improvement programs.
Experience managing laboratory operations.

Nice To Haves

Certified Phlebotomy Technician (CPT).
Lean Healthcare or Six Sigma experience.

Responsibilities

Supervise Lead CMAs, Medical Assistants, Phlebotomists, Laboratory Assistants, and other assigned clinical support personnel; provide indirect oversight through site clinical leads where applicable.
Recruit, select, onboard, train, mentor, evaluate, coach, and retain clinical support staff in collaboration with Human Resources, Practice Managers, and clinical leadership.
Develop staffing models, clinical assignments, schedules, and contingency plans that support safe staffing and an appropriate skill mix across sites.
Conduct performance evaluations, set measurable goals, recognize strong performance, and implement documented coaching or corrective action when needed.
Maintain orientation plans, annual competency assessments, skills validation, mandatory education, CPR/BLS and credential records, and other required documentation.
Develop Lead CMA capabilities, career pathways, succession plans, and continuing education programs.
Maintain applicable clinical competency and provide direct clinical support within training, credentials, organizational policy, and delegated scope when needed.
Promote teamwork, accountability, professionalism, psychological safety, respectful communication, and continuous improvement.
Standardize rooming, screening, medication reconciliation, visit preparation, clinical huddles, patient education, procedure support, follow-up, and clinic-readiness workflows across practice sites.
Partner with medical leadership and providers to develop, approve, implement, and review clinical protocols, standing orders, and evidence-based workflows; ensure staff work within authorized scope and approved delegation.
Monitor workflow adherence, identify unwarranted practice variation, and implement education or corrective action as appropriate.
Support provider onboarding through clinical workflow orientation, clinical support team preparation, EMR workflow training coordination, and competency-based practice integration.
Serve as an escalation resource for clinical support workflow and patient-care process concerns; coordinate daily huddle standards, readiness checklists, staffing assignments, and escalation pathways.
Ensure documentation and faxes are completed according to provider instructions and agreements, including patient refill requests.
Lead clinical compliance and maintain readiness for internal reviews, regulatory inspections, accreditation surveys, and external assessments.
Ensure clinical support operations comply with applicable OSHA, CLIA, HIPAA, CMS, bloodborne pathogen, infection prevention, state practice, medication management, vaccine storage and handling, and organizational requirements.
Support HRSA Operational Site Visit readiness, mock reviews, documentation requests, and related corrective actions; support FTCA risk-management activities and Patient-Centered Medical Home standards as applicable.
Maintain and review clinical policies, procedures, logs, records, and retention practices; communicate revisions and validate implementation.
Conduct risk-based clinical compliance audits, document findings, assign corrective actions, verify completion, and monitor effectiveness.
Serve on the quality improvement committee and risk management committee.
Serve as Infection Prevention Officer or designated clinical operations liaison when assigned; develop and monitor infection prevention practices and conduct rounds and audits.
Coordinate clinical responses to communicable disease exposures, outbreaks, needlestick injuries, and blood or body-fluid exposures; ensure staff education, logs, documentation, and follow-up are completed.
Oversee laboratory, phlebotomy, specimen-management, and point-of-care testing operations within the organization’s CLIA certificates and approved test menu.
Ensure proper patient identification, specimen collection, labeling, processing, storage, transport, result routing, and documentation.
Maintain required quality-control, proficiency-testing, temperature, maintenance, calibration, training, competency, and testing records.
Investigate specimen errors, rejected specimens, testing variances, and other laboratory events; complete root cause analysis and corrective and preventive action.
Monitor laboratory supplies, expiration dates, testing kits, equipment readiness, and vendor or courier performance; coordinate with laboratory leadership, reference laboratories, and providers to resolve operational concerns.
Oversee vaccine ordering, receipt, storage, temperature monitoring, reconciliation, inventory, administration workflows, documentation, transfers, and wastage investigations.
Ensure compliance with Vaccines for Children requirements and state immunization registry processes when applicable.
Monitor medication receipt, storage, security, expiration, administration, documentation, emergency medication readiness, and disposal according to policy and applicable requirements.
Maintain standardized clinical supply and medication inventory processes, including par levels, cycle counts, expiration monitoring, shortage response, and cost controls.
Maintain an organization-wide clinical equipment inventory and coordinate preventive maintenance, safety inspections, certification, calibration, repair, replacement, and removal from service.
Oversee readiness and required checks for emergency equipment and clinical devices, including AEDs, EKG equipment, autoclaves, refrigerators/freezers, and point-of-care testing devices, as applicable.
Develop and monitor clinical support initiatives that improve preventive care, chronic disease workflows, immunization, screening, care-gap closure, patient follow-up, and population health priorities.
Partner with Quality and clinical leadership to support Uniform Data System measures, value-based care initiatives, organizational quality goals, and provider quality workflows.
Use performance data and structured quality-improvement methods to identify gaps, test changes, standardize effective practices, and sustain improvements.
Lead or support investigations of clinical incidents, near misses, and patient-safety events; complete root cause analysis and corrective and preventive action plans within assigned authority.
Monitor corrective-action effectiveness, identify recurring patterns, and report significant risks and trends through appropriate governance and leadership channels.
Promote accurate, timely, complete, and compliant clinical documentation in the EMR and related records.
Develop annual clinical support services goals, work plans, budget recommendations, and key performance indicators aligned with organizational priorities.
Monitor assigned clinical labor, overtime, vacancies, agency use, supply expense, equipment expense, and other budget categories; recommend corrective actions and resource reallocations.
Analyze staffing, productivity, workflow, quality, safety, patient-experience, and compliance data and report findings to leadership.
Participate in strategic planning, new-site planning, service-line implementation, technology optimization, and emergency-preparedness activities affecting clinical support operations.
Collaborate with Practice Managers, providers, Pharmacy, Quality, Compliance, Human Resources, Information Technology, Facilities, and other departments to improve patient flow and operational performance.
Conduct or coordinate hiring, orientation, competency validation, performance evaluation, coaching, corrective action, and staff development in collaboration with Human Resources and appropriate leaders.
Solicit documented input from Practice Managers and providers regarding site teamwork, attendance, service, workflow, and performance while retaining accountability for clinical competency and clinical support performance evaluations.
Use a defined escalation process to resolve disagreements regarding staffing, workflow, scope, safety, or operational priorities.
Perform other job-related duties consistent with the purpose and level of the position, including other duties as assigned.