Back Office Clinic Supervisor - Internal Medicine

The Back Office Clinic Supervisor is responsible for managing the back office clinical staff, including medical assistants, surgery schedulers, and authorization and referral specialists.

This role will be responsible for coaching and counseling employees as well as initiating, coordinating, and enforcing workflows, policies, and procedures.

The supervisor must maintain day to day operations by monitoring steps of the process, understanding the inevitable variables, and facilitating corrections as needed, and must have exceptional communication skills to be able to clearly communicate expectations with all members of the team.

As a working supervisor, this position involves actively collaborating with practitioners and clinical staff, assisting with rooming patients and any procedures needed throughout the day.

Advantages of Working for UNLV Health

• Clinic Hours are Monday through Friday, 8AM to 5PM (Actual hours may vary depending on business need).
• 12 Paid Holidays per year, starting with your first day of employment
• 20 + PTO days per year (Depending on Position)
• 3% 401K Contribution, even if you do not contribute
• Medical, Dental, and Vision benefits that start the first of the month following your start date
• Medical Assistant and CPR Certifications reimbursed by UNLV Health
• Pay may be higher than listed range, based on years of experience

Major Responsibilities

• Ensures that the back office clinical positions are consistently managed, staffed, and audited to achieve 100% compliance with the program; any deviations will be promptly reported to executive leadership.
• Ensures appropriate training is provided to the back office clinical staff, surgery schedulers, and the authorization and referral specialists on an ongoing basis.
• Perform onboarding evaluations, checklists, and annual performance evaluations for staff, while enhancing each team member’s professional development opportunities.
• Manage patient scheduling and daily work assignment sheets, as well as strategic initiatives such as chart prep, reduction of no-shows, and overall rooming time.
• Ensure that all staff, practitioners, and patients receive the utmost attention and respect.
• Assist in leading daily GEMBA rounds, staff huddles, and addressing patient concerns.
• Adheres to the phone program to ensure exceptional access to care at all times, while also tracking and trending any deviations from the standard of care and reporting those deviations immediately to executive leadership.
• Reviews, plans, supervises, and evaluates workload of staff and makes recommendations for optimization.
• Conducts interviews with candidates for back office clinical and other roles, both independently and in collaboration with other supervisors and/or hiring managers.
• Participates in quality improvement initiatives which includes chart audits and gap in care reports.
• Schedules and coordinates staffing and daily operations, by prioritizing and adjusting staffing levels to work flows; assigns and reviews work.
• Approves vacation requests; evaluates need for overtime and makes recommendations for approval per policy.
• Follows and ensures compliance with prescribed UNLV Health policies.
• Serves as the primary point of contact between back office clinical staff and other departments.
• Facilitates effective communication to support patient care and operational efficiency, by collaborating with healthcare practitioners, ensuring optimal patient care, managing patient flow, assisting with clinical procedures, and addressing patient concerns.
• Oversees the ordering and management of medical supplies and equipment, ensuring that the clinic is adequately stocked and compliant with safety standards while complying with rotation of supplies following the organizational red dot/blue dot process.
• Communicate via phone call, text message, instant message, etc., both during and outside of clinic operating hours, as necessary to ensure timely responses and manage operational needs.

Experience, Education, and Certifications

• Successful completion of an accredited Medical Assistant program.
• Nationally recognized Medical Assistant Certification required; e. g., CMA, CCMA, NCMA, RMA.
• Current Basic Life Support Certification (BLS) for healthcare providers required.
• Associate degree in the medical field and/or healthcare administration preferred.
• 3-5 years supervisory experience in an outpatient ambulatory health clinic and/or ambulatory surgery center preferred.

Knowledge, Skills, and Abilities

• Understanding of healthcare state standards (OSHA, CLIA, CMS). Knowledge of accreditation standards such as Quad A and/or Joint Commission a plus.
• Solid understanding and knowledge base for using an Electronic Health Record (EHR), Epic Preferred.
• Demonstrates a high level of patience, empathy, and compassion.
• Excellent observation skills with a high attention to detail.
• Excellent oral and written communication skills.
• Demonstrates the leadership ability needed to manage, coach, and direct staff as they work.
• Able to promote teamwork and excellent customer service practices.
• Able to demonstrate ability in Word, Excel, and PowerPoint.
• Able to communicate effectively.
• Able to multitask, prioritize, and problem solve.
• Able to maintain confidentiality and a thorough knowledge of HIPAA policies and procedures.
• Ability to work flexible hours to open/close the clinic and complete necessary duties outside of clinic operating hours.
• Able to travel to various locations.

Physical Requirements

• May include standing, sitting, and/or walking for extended periods.
• May include performing repetitive tasks.
• May include working on a special schedule (e. g., evenings and weekends).
• May include working with challenging patients and clients.
• May include lifting up to 25 pounds.

UNLV Health will provide equal opportunity employment to all employees and applicants for employment. No person shall be discriminated against in employment because of race, color, gender, age, national origin, ancestry, religion, physical or intellectual disability, marital status, parental status, sexual orientation, or any other category protected by law.

If you have any questions about our interview and hiring procedures, please contact Recruitment at healthjobs@medicine.unlv.edu [healthjobs@medicine.unlv.edu].