Office Supervisor - Internal Medicine

Summit Health•Cromwell, CT

3d•Hybrid

About The Position

At Starling Physicians, we're looking for a Supervisor, Office Certified Medical Assistant to help us transform the way primary care is delivered and how patients are served in their homes. Our in-home care program offers full-service primary care that meets our patients where they are, with trusted doctors and advanced practice practitioners working together to deliver coordinated care in the comfort of the patient's home. The program is designed to give patients and caregivers flexible solutions and ensure seamless communication between care providers. Starling Physicians has partnered with many of today's best primary care physicians. We're equipping them with the latest digital tools, empowering them with proven strategies and support, and inspiring them with better practices and consistent results. We're creating care that's more accessible, effective, and efficient, with solutions that are value-based, physician-driven, and patient-centered. To accomplish this, we're looking for individuals who share our sense of excellence, are ready to embrace change, and never settle for the status quo — individuals who have the confidence to lead but the humility to never stop learning. The Supervisor facilitates day-to-day operations, including managing patient, staff, and provider interactions and maintaining a service-based approach to issue resolution. Partnering with the clinical support staff to promote the highest standards of quality patient care by appropriately managing patient flow, this role provides support and training to staff to encourage their ability to effectively address triage calls and service recovery. This role reports to the Director of Clinical Operations.

Requirements

High School Diploma or equivalent required
Current Registered Medical Assistant
5 years' experience in a primary care setting, comfortable with geriatric populations
1 year of leadership experience, preferably with building teams from the ground up
Basic computer literacy with experience in Windows-based programs

Nice To Haves

Self-motivated: energetic, self-starter; can work autonomously with limited direction
Results-oriented: bias for action; demonstrated track record of achievement; drive for attainment of superior outcomes
Flexible: ably navigates within ambiguity; solution-oriented
Analytical: strong research, writing, analytical, and critical reasoning skills
Communication: conveys thoughts and expresses ideas effectively both verbally and in writing; strong presentation skills
Collaboration: orientation to team-based work product and results
Leadership: develops and nurtures teams; successfully achieves results through others
Humility: low ego; engenders trust; respectful

Responsibilities

Serve as the primary point of contact for leads and clinical staff with questions or workflow concerns
Provide real-time support in clinics to ensure efficient patient flow and adherence to protocols
Step in to assist with patient care duties as needed, including clinical work-ups
Ensure timely patient flow and minimize provider downtime
Arrange Medical Assistant coverage for call-outs, PTO, and unexpected absences by identifying and deploying qualified float staff, or stepping in personally, to maintain uninterrupted clinic operations
Responsible for employee evaluations
Train new staff on clinical procedures, EMR documentation, and patient interaction
Monitor the progress of new hires and provide regular feedback to supervisors
Conduct periodic skills assessments and identify opportunities for retraining or improvement
Support continued education initiatives and maintain clinical standards
Monitor clinical and supply inventory, including medications, diagnostic supplies, and PPE
Coordinate with purchasing staff to ensure appropriate par levels and timely reorders
Oversee organization and cleanliness of supply areas and exam rooms
Track and log expiration dates for all injectable medications
Ensure compliance with proper storage and handling protocols
Coordinate with appropriate staff to remove or return expired or soon-to-expire medications
Approve drug ordering
Provide direction for scheduling urgent/emergent appointments based on symptoms or history
Help coordinate patient communication related to clinical follow-ups, reschedules, or treatment changes
Model professionalism and teamwork within the clinical staff
Serve as a liaison between clinical staff and management
Promote a culture of safety, efficiency, and exceptional patient care
Communicate regularly with the Practice Manager, Associate Director, and practice leadership on staffing needs, clinic flow, or concerns
Participate in the recruitment, selection, and hiring process for clinical positions
Be proactive in employee mentoring, coaching, and discipline
Approve timecards and forward time allocation to the corporate office if applicable
Review and approve requests for Paid Time Off and determine the need for float staff to cover staffing gaps
Coordinate staff scheduling with leads
Monitor patient activities, identifying gaps and partnering with leadership and clinical staff to address them appropriately
Coordinate internal chart audits and assist in preparation for external audits or payer reviews
Meet regularly with physicians to discuss operational practice issues; provide the agenda and record minutes
Meet with team leads weekly
Monitor appointment and procedure volumes to assess clinic productivity and work with providers to optimize utilization
Partner with billing and coding teams to ensure accurate documentation and charge capture
Participate in strategic planning related to growth, cost containment, and revenue cycle improvements
Serve as a resource for other technicians with questions about clinical procedures, equipment, or patient care
Monitor and control overtime use
Create, attend, and participate in staff meetings, providing updates or training refreshers to the team
Provide real-time troubleshooting and support during busy clinics
Mentor and support new technicians during training, assisting with skills development and procedural knowledge
Help foster accountability by modeling professionalism and teamwork
Recommend and discuss with the Clinic Manger and Associate Director any requests for new equipment
Maintain equipment inventory and ensure compliance with biomedical equipment checks and calibration schedules
Ensure proper disposal and handling of medical waste in compliance with regulatory standards
Supervise any repairs/maintenance of existing equipment
Work with Starling Physicians IT to ensure efficient, uninterrupted electronic processes are in place and outdated equipment is refreshed
Coordinate and approve ordering supplies with the corporate office
Maintain supply records