Job Description

Job Title:                          Medical Support Staff Supervisor

Reports To:                       Health Center Administrator

Job Summary:                  Supervises and directs medical support and laboratory staff in their assigned clinical area and assists provider and clinical staff in the administration of patient care.


Essential Job Duties and Responsibilities:

The job duties and responsibilities listed below are representative of the knowledge, skill, and/or ability required.  Other duties that fall within the broad scope of this classification may be assigned.

  • Supervises Medical Support
  • Supervises Medical Support staff in their assigned clinical area, to include hiring, training, evaluating, and conducting disciplinary actions and other personnel actions as required.
  • Ensures Medical Support are in compliance with all CCHCI policies and procedures, and local, state, and federal regulations and laws.
  • Provides in-services and training, hands-on coaching, and other staff development tools and resources to medical support and laboratory staff and monitors performance.
  • Conducts frequent quality assurance audits of assigned PSR staff.
  • Completes various related special projects, which may require reviewing and analyzing information, identifying problems, recommending solutions, and writing reports.
  • Assists in the development of policies and procedures regarding clinical operations and management of all center departments and operations.
  • Engages in strategic planning activities and implements strategic decisions into operational plans.
  • Performs as Medical Support Staff super-user, providing EHR training to medical support staff during new hire orientation and after EHR upgrades, and assists in workflow development.
  • Ensures the center operates in an efficient and consistent manner and that the patients receive high quality customer service.
  • Fosters the goals of teambuilding within the center staff.
  • Completes medical support staff schedule to assure adequate clinic coverage and coordinates coverage for support staff call offs and changes in provider schedules.
  • Schedules Medical Assistants for laboratory coverage in coordination with the Lab Supervisor.
  • Assists Health Center Administrator in completing monthly ADHS checklist walkthrough.
  • Working assigned weekends is required.
  • Provides supervision of medical support staff for any health center in the absence of the assigned Medical Support Staff Supervisor.


  • Participates in and Implements Quality Assurance Initiatives
  • Assists in implementing Meaningful Use and Patient Centered Medical Home Initiatives.
  • Implements quality assurance projects to verify procedure implementation.
  • Works closely with Clinic Leadership Team to resolve patient flow issues.
  • Tracks and reports communicable diseases to the county health department as regulated.
  • Participates in data gathering and reporting.
  • Ensures center initiatives are of good quality and that center standards are met by adhering to requirements of governing agencies.
  • Attends and participates in leadership, management, and other staff meetings as needed.
  • Ensures standardization across CCHCI is in line with strategic goals and ‘big picture’ perspective.


  • Performs Day to Day Operations
  • Takes patient and staff complaints/compliments and involves other necessary staff to assess and resolve situation.
  • Assists in ensuring that laboratory daily controls, temperature logs, inventories, specialist results fax logs and patient call-backs are being performed and kept up to date.
  • Collaborates with Immunizations Program Coordinator to perform necessary VFC and Vaccine program quality management tasks such as logging medication, performing temperature checks, monthly ordering and participating in VFC audits.
  • Ensures operation of medical equipment by completing preventive maintenance requirements, following manufacturer’s instructions, reporting malfunctions, requesting repairs, maintaining equipment inventory, and evaluating new equipment and techniques.
  • Maintains medical supplies inventory in clinic by anticipating and ordering needed supplies.


  • Assists Provider in the Administration of Patient Care.
  • Identifies patient health care service requirements while being aware of age specific needs and protocols.
  • Directs patient to exam rooms, obtains, and records accurate routine patient vital signs, prepares patient for examination, and assists in performing procedures, injections and other treatments as ordered by provider.
  • Assists provider in examination of patients and gives instructions as directed by provider.
  • Fills out appropriate immunization paperwork for recording purposes.
  • Answer’s phone calls and takes messages. Returns patient calls as directed by provider.
  • Cleans and prepares rooms between patients and stocks exam rooms.
  • Processes referrals, medication refill requests, and coordinates appointments for specific care and diagnostic procedures.
  • Acts as a liaison between providers and other care givers.
  • Pulls requested charts for messages and documentation.
  • Receives reports on patients and delivers them to the appropriate provider.
  • Notifies patient of test results when instructed to do so by provider.
  • Performs sterilization of instruments and surgical packs in a timely manner.
  • Documents and maintains records of verbal and written procedures, medication, delivery of care, and pertinent information regarding patient care services.
  • Complies with infection control policies and protocols; follows medication administration, storage procedures and controlled substance regulations.
  • When needed, performs lab draws and maintains laboratory documents.


Additional Job Duties if Nurse LPN or RN:

  • Refill’s medications if appropriate and under approved standing orders.
  • Reviews all incoming Transition of Care/Referral Documents received as Consolidated Clinical Document Architecture (CCDA’s) and reconciles medication lists and active diagnoses as appropriate per assigned provider.
  • Notifies providers of new diagnoses or changes in medication regimens when appropriate for assigned provider panel.


Additional Job Duties if Registered Nurse:

  • Triage’s patients in person and via the telephone as needed.


Minimum Qualifications - Education, Experience, Certificates & Licenses:

  • High School Diploma or GED.
  • If a Medical Assistant, at least three years’ experience working as medical support staff in a clinical setting.
  • Any combination of education and/or experience that provides the necessary skills and sensitivity.
  • Medical Assistant Certification or Military Medical Assistant Program or Grandfather Clause accepted.
  • Current Registered or Certified Medical Assistant required, unless holds an unrestricted Arizona State Nursing (LPN or RN license).
  • Current Phlebotomy Technician Certification required, unless holds an unrestricted Arizona State Nursing (LPN or RN license).
  • Current EKG Technician Certification required, unless holds an unrestricted Arizona State Nursing (LPN or RN license).
  • Degree from an accredited nursing program.
  • If a Nurse, at least two years’ experience working as LPN or RN.
  • Current Unrestricted Arizona State Nursing (LPN or RN) license.
  • Cardiopulmonary Resuscitation (CPR) certification required.
  • Valid Fingerprint Clearance Card required.
  • Driver's License and Proof of Insurance may be required if requesting mileage reimbursement.


Preferred Qualifications:

  • Supervisory or other leadership experience preferred.


Required Language Skills:

  • Ability to comprehend and compose effective instructions, correspondence, and communications in English in both oral and written format.
  • Ability to effectively present information in one-on-one and small group situations to patients, internal providers and staff and other agency staff working in cooperation with the organization.
  • Bilingual in English and Spanish preferred, but not required.


Physical Requirements:

  • Ability to frequently exert enough force to move objects weighing up to 25 pounds.
  • Ability to continuously remain in a stationary position.
  • Ability to constantly move about inside the workplace to assist patients, operate office/medical equipment, etc.
  • Possesses hand-eye coordination and manual dexterity necessary to constantly operate computer, telephone, other office machinery, and medical equipment.
  • Possesses close visual acuity necessary to accurately record and view information on a computer monitor, handwritten and typed documents.
  • Ability to discern the nature of sounds at a normal spoken volume.
  • Possesses range of body motion and ability to exert enough force to lift and move adult and pediatric patients.


Other Required Knowledge, Skills, and Abilities:

  • Ability to perform basic medical math that may include the use of ratio/proportion, dosage calculation, metric and household equivalents, roman numerals, abbreviations, and general math including percentages, etc.
  • Ability to gather data in an organized fashion from varied sources.
  • Ability to perform a variety of assignments and make decisions requiring independent judgment.
  • Ability to resolve challenges and work under pressure.
  • Knowledge of health plans and community health centers preferred.
  • Knowledge of HIPAA and Corporate Compliance rules and regulations.
  • Computer literacy required with proficiency in use of all Microsoft Office programs.
  • Knowledge of Electronic Health Records preferred.
  • Ability to prioritize and plan work activities, use time efficiently and develop realistic action plans.


Work Environment & Conditions:

  • Work environment is typical of a health clinic setting with occasional exposure to communicable diseases, bodily fluids, and hazardous chemicals.
  • Work frequently involves use of needles and other medical equipment with proximity to electrical current, and exposure to moving mechanical parts and some hazardous chemicals.
  • Work requires reliable transportation as position requires occasional travel and extended hours to include early mornings, evenings, holidays, and weekends.
  • Work requires ability to be contacted by cell phone during or outside of regular work hours.