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The Manager, Medical Assistant and Clinical Support Services serves as the operational leader responsible for Medical Assistant (MA) and clinical support services across Family Health Center's ambulatory care sites. Reporting to the Executive Director of Clinical Operations, this position provides leadership and oversight for Medical Assistant Supervisors, Medical Assistants, Referral and Prior Authorization staff, and other designated clinical support personnel.

Working collaboratively with the Chief Medical Officer, Director of Health Services, Director of Quality & Risk, and provider leadership, the Manager ensures standardized clinical workflows, operational excellence, patient safety, quality improvement, and exceptional patient experiences.

The Manager translates organizational strategy into consistent frontline execution by improving workforce performance, supporting provider efficiency, reducing administrative burden, advancing care gap closure initiatives, and ensuring compliance with all regulatory and organizational standards.

Key Responsibilities:

Clinical Operations Leadership

• Direct Medical Assistant operations across all clinical sites.
• Supervise Medical Assistant Supervisors and designated clinical support leaders.
• Ensure standardized workflows are consistently implemented throughout the organization.
• Monitor operational performance and implement continuous improvement initiatives.
• Align staffing resources with provider schedules, patient volume, and organizational priorities.

Quality Improvement and Patient Safety

• Ensure adherence to standardized clinical workflows including: Patient identification, Rooming and intake, Medication reconciliation, Point-of-care testing, Specimen handling, Vaccine and medication administration.
• Lead care gap closure initiatives supporting value-based care.
• Monitor MA quality metrics and implement corrective actions.
• Partner with Quality & Risk leadership regarding patient safety investigations and quality improvement activities.
• Participate on organizational quality, safety, and compliance committees.

Clinical Workflow Management

• Standardize workflows supporting: Provider inbox management, Laboratory result follow-up, Diagnostic follow-up, Patient outreach, Referral management, Prior authorization processing.
• Monitor turnaround times and workflow efficiency.
• Improve provider workflow by reducing administrative burden.
• Ensure closed-loop communication throughout the continuum of care.

Provider Practice Support

• Optimize staffing models to support provider productivity.
• Improve visit readiness and patient flow.
• Coordinate staffing for high-volume providers and complex patient populations.
• Support operational efficiency while maintaining quality and patient safety.

Workforce Leadership

• Recruit, hire, onboard, coach, and develop clinical support staff.
• Mentor Medical Assistant Supervisors.
• Build internal leadership succession plans.
• Promote employee engagement and retention.
• Conduct performance evaluations and coaching.
• Address employee relations concerns in partnership with Human Resources.

Performance Management

• Establish measurable departmental performance goals.
• Monitor: Clinical competency, Workflow compliance, Productivity, Patient satisfaction, Quality indicators, Provider support metrics.
• Utilize operational data to drive continuous improvement initiatives.

Service Excellence

• Promote a culture of patient-centered care.
• Ensure respectful, compassionate, and professional patient interactions.
• Resolve patient concerns related to clinical support services.
• Foster teamwork and accountability throughout the department.

Resource Management

• Manage staffing schedules.
• Monitor overtime utilization.
• Approve time-off requests.
• Ensure efficient allocation of clinical support resources.
• Assist with departmental budgeting and resource planning.

Leadership Communication

• Communicate organizational priorities and expectations.
• Escalate patient safety risks and operational concerns.
• Participate in leadership meetings and governance committees.
• Collaborate across departments to improve organizational performance.

Competency Matrix- FQHC Environment

Competency Area - Key Skills and Knowledge

Clinical Operations - Ambulatory clinical workflow management

Leadership - Staff development and coaching

Operational Excellence - Lean workflow improvement

Quality Improvement - Population health, care gap closure

Regulatory Compliance - HRSA, OSHA, HIPAA, CLIA, Infection Prevention

Patient Safety - Risk identification and mitigation

Workforce Planning - Staffing and scheduling

Financial Stewardship - Resource utilization and productivity

Data Analytics - KPI reporting and performance metrics

Communication - Executive and cross-functional communication

Change Management - Organizational transformation

Qualifications

Required

• Bachelor's degree in Healthcare Administration, Nursing, Health Sciences, Business Administration, or related field; or an equivalent combination of education and leadership experience.
• Minimum three (3) years of outpatient clinical operations experience.
• Minimum two (2) years of progressive healthcare leadership experience managing supervisors and/or multiple clinical teams.
• Clinical credential such as: Certified Medical Assistant (CMA), Registered Medical Assistant (RMA), Licensed Practical Nurse (LPN), Registered Nurse (RN), Comparable clinical credential.

Preferred

• Master's degree in Healthcare Administration, Nursing, Public Health, or Business Administration.
• Federally Qualified Health Center (FQHC) experience.
• Experience with Epic or comparable electronic health record systems.
• Lean Healthcare or Continuous Improvement training.

Education/Experience/Certifications/Licenses:

• Current clinical certification or licensure, if applicable.
• Current Basic Life Support (BLS) certification.
• Valid Michigan driver's license if travel between sites is required.

Physical Requirements

• Frequent sitting, standing, walking, bending, and reaching.
• Ability to occasionally lift up to 25 pounds.
• Ability to travel between Family Health Center locations.

Working Conditions

Work is performed in a fast-paced ambulatory healthcare environment with frequent interruptions and multiple competing priorities.

Position Impact

This position directly influences: Clinical quality outcomes, Patient safety, Care gap closure, Provider productivity, Patient satisfaction, Workforce engagement and retention, Operational efficiency, Standardization of Medical Assistant practice, Population health initiatives, Organizational performance metrics.

Family Health Center has the right to modify the duties and functions of the job description based on the needs of the organization.