Back Office Supervisor, Primary Care

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POSITION TITLE:  Back Office Supervisor, Primary Care 
DEPARTMENT:  Medical  
REPORTS TO TITLE:  Health Center Manager  
LOCATION:  North Napa Campus 
HOURS:  Monday to Friday, 40 hours a week (full time employment) 
PAY RANGE:  Annual Salary based on a 40 hour work week: $71,760 to $87,713.60 
DLSE/FLSA STATUS: ()  _X__Exempt/Salaried position  ____Nonexempt/Hourly position 
SUPERVISORY RESPONSIBILITIES (does this position have direct reports):  YES  NO 
About CommuniCare+OLE   Established in 2023, CommuniCare+OLE is the result of a union of two health centers with a deep roots in their respective communities and reputations for providing high-quality primary care to all, regardless of insurance or ability to pay: OLE Health of Napa and Solano Counties and CommuniCare Health Centers of Yolo County. Building on a legacy established by both organizations in 1972, CommuniCare+OLE is a network of federally-qualified health centers with 17 sites across Napa, Solano, and Yolo Counties. It offers comprehensive care, including medical, dental, behavioral health and substance use treatment, nutrition, optometry, pharmacy, care coordination, referrals, and enrollment assistance to more than 70,000 individuals, and no one is turned away due to lack of insurance, immigration status, or ability to pay. Many services are offered outside of its sites, including mobile health, home visiting, and community and school-based programs.    

 

BENEFITS     

  • Medical, Dental, Vision Coverage  
  • Employer covers 90% of employee medical, dental and vision premium and 50% of dependent premium  
  • 18 days of PTO (Vacation & Sick)  
  • 10 Paid Holidays + 1 Float Holiday  
  • 2% employer match with employee 4% Contribution 403(b) retirement plan  
  • Tuition Reimbursement of up to $2,000 per Calendar Year for part-time and full-time employees (prorated per Full-Time Equivalent)  
  • Life & Accidental Insurance Coverage  
  • Employer contribution for Health Savings Account 

 
JOB SUMMARY/OVERVIEW:  

 The Back Office Supervisor works under the direction of the Health Center Manager providing day-to-day direct oversight and supervision of the medical assistants. The Back Office Supervisor works as part of a health care team including medical providers, medical assistants, patient service representatives and other support staff to provide comprehensive health services. This position is responsible for helping to ensure medical assistants work effectively and efficiently in a care team setting with an emphasis on customer service and high quality health care.  

CommuniCare+OLE provides an inclusive workplace that promotes and values diversity and life experience.  

CommuniCare+OLE encourages people of all backgrounds to apply including, but not limited to, Black, Indigenous Peoples,  

people of color, immigrants, refugees, women, LGBTQIA+, people with disabilities, veterans, individuals of  

all ages and religions, and individuals who have been affected by the legal system. 

YOU ARE WELCOME HERE. 

 

***The following reflects requirements and essential functions of this position but does not restrict tasks that may be assigned. Essential functions include basic job duties, core elements, or fundamental responsibilities that an employee must perform to hold the position. Employees must be able to perform these essential functions with or without reasonable accommodation (accommodation may be requested). Duties and responsibilities are not all-inclusive, and they may be assigned or reassigned to this job at any time, due to reasonable accommodation or any other reason. *** 

 

MINIMUM POSITION REQUIREMENTS: EDUCATION, EXPERIENCE, SKILLS/TRAINING  

  1. Education:  
 High school diploma or general education degree (GED) required. 
  1. Experience/Lived Experience:  
  • Minimum of 3 years progressive related experience in a healthcare setting; or equivalent combination of education and experience preferred. 
  • One year or more of supervisory or leadership experience is preferred. 
  • Computer and data entry skills required; electronic health record system preferred.  
  1. Special Skills/Training:  
  • Current CPR certification. 
  • Medical Assistant Certificate required. 
  • Phlebotomy Certificate (optional) 
  • Strong verbal and written communication skills required. 
  • Excellent interpersonal and customer service skills required; must have ability to handle difficult patients. 
  •  Bilingual strongly preferred 

 

ESSENTIAL FUNCTIONS AND RESPONSIBILITIES 

1.  Demonstrated ability to assume responsibility and to work independently and to work well on a team. 
2.  Supervise training and performance of medical assistants and clinic flow coordinator, and provide direct and timely feedback with regard to daily operations and clinical skills competencies. 
3.  In conjunction with the Health Center Manager, recruit and hire medical assistants, manage performance, and conduct performance reviews 
4.  In conjunction with the Access Supervisor and Flow Coordinator, maintain patient flow for quality health care services and efficient use of medical assistants. 
5.  Provide back-up support for medical assistant team including all functions of a medical assistant. 
6.  In conjunction with the Health Center Manager and Director of Nursing, oversee clinical QA back office activities 
7.  In conjunction with the Health Center Manager and Quality Manager oversee QI back office activities.  
8.  Collect data and monitor patient outcomes. 
9.  In conjunction with the appropriate department leads, facilitate training for medical assistants. 
10.  Oversee and create medical assistant’s weekly and daily schedules. 
11.  Assure lab and imaging orders are closed and/or addressed by staff in a timely manner.  
12.  Assist and interface with the billing office to correct billing errors. 
13.  Work with management to create/develop strong operational teams and maintain high staff morale. 
14.  Troubleshoot operational or flow issues, as needed. 
15.  Compile, share and post service data for patient care teams 
16.  Monitor and ensure that designated staff members perform daily lab controls and other assigned duties.  
17.  Oversee weekly ordering inventory. 
18.  Communicate changes and updates on a regular and consistent basis directly to teams 
19.  Attend monthly update meetings, in-services, and trainings. 
20.  Coordinates with the Training and Volunteer Manager to meet volunteer needs of the program.        
21.  Engages volunteers and/or students/residents to meet program needs; may include duties such as   
22.  Knowledge of and experience in providing patient education on a multitude of subject matters 
23.  Knowledge of computer systems; spreadsheets, scheduling systems, and fiscal systems within health center 
24.  Knowledge of Clinical Laboratory Improvement Amendments (CLIA) 
25.  Responsible for driving and modeling a positive attitude to create teams that will deliver positive patient customer service experience 
26.  First point of contact for back-office concerns from both staff and patients 
27.  Creates a patient-centered environment that promotes our willingness to say yes to patients 
28.  Provides instruction, training, and guidance to all Medical Assistants to ensure they are properly and thoroughly trained to handle designated tasks, procedures, and activities 
29.  Works in partnership with staff to ensure seamless and optimal clinic flow 
30.  Monitors completion of individual Medical Assistants and Provider tasks 
31.  Participates in daily, weekly, and monthly meetings as assigned by Manager 
32.  Creates weekly team schedules and ensure adequate medical assistant coverage with appropriate staffing to complete workload 
33.  Acts as a liaison between back office and other staff members and teams to respond to questions, requests, and assistance 
34.  Ensures Medical Assistants have sterilized equipment and have rooms stocked, cleaned, and ready for each scheduled visit 
35.  Ensure Medical Assistants complete daily, weekly and monthly quality assurance 
36.  Ensures necessary medical supplies are available, orders as needed and receives packages and stores upon arrival 
37.  Approves timecards and time off requests 
38.  Promotes quality improvement processes. Policy and procedure development as assigned by Management 
39.  Investigates, addresses and reports any incident or injury (i.e.; patient complaints, PQI, HIPPA concerns) 
40.  Obtains Prior Authorizations for outpatient imaging 
41.  Sensitivity to the needs and situations of a multi-cultural population from a variety of income levels 
42.  Strong communication skills- keeps senior management and staff informed of pertinent matters concerning his/her site/pod operations. Must effectively present and share facts and ideas both orally and in writing 
43.  Demonstrates expertise in effectively tolerating stress, multi-tasking, and effectively communicating with patients, providers, and others 
44.  Manages provider follow up requests both clinical and administrative 
45.  Demonstrates leadership skills including ability to instruct, train, guide, and direct Medical Assistant 
46.  Performs other duties as assigned. 
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