Job Title: Medical Assistant Manager

Salary: $75,000/year at 1.0 FTE

Language Differential: $1 per working hour ($2080/year at 1.0 FTE)

In Person vs. Remote: 100% In Person

FSLA Status: Exempt

Primary Location: Lyon-Martin Community Health Services

Address: 1735 Mission Street

Reports To: Director of Clinic Operations

Organization Mission

The mission of Lyon-Martin Community Health Services is to provide high quality, compassionate and trauma-informed medical, gynecological, and mental health care services to trans, non-binary, gender non-conforming, and intersex communities and cis-gender women with specific sensitivity to LGBQ sexual orientation, disability, size, race, ethnicity, and language, regardless of immigration status or ability to pay.

We aim to eliminate health inequities for our communities by rooting our clinical practice in core foundational intersectional frameworks of anti-racism, self-determination, harm reduction, and reproductive and disability justice. As a community clinic, we believe our communities are best served by and for us; that’s why community engagement and leadership development are central to our mission of community care and mutual aid. Lastly, we commit to increasing access to culturally responsive care beyond our walls through provider training and education and address systemic inequity through policy advocacy.

Job Summary

The MA Manager plays a key role in ensuring the clinic operations of Lyon-Martin Community Health Services are efficient and streamlined. The MA Manager will be responsible for supporting the day-to-day needs of back-office operations and oversees aspects of service delivery, quality improvement and assurance, regulatory compliance, and program policies and procedures in close collaboration with the leadership team. The MA Manager will be a daily presence of support for all LMCHS Medical Assistants, Outreach and Harm Reduction Coordinators, Community Access Coordinators, Fellows, and Students, and will train and on-board new staff. The position is in person and hands-on, interacting and coordinating with management, providers, staff, and patients in a fast pasted clinic environment. The MA Manager is expected to uphold and imbue in others a commitment to addressing racism, ableism, fatphobia, gender and sexual discrimination within the organization and our clinical practice.

Key Responsibilities
Administrative & Leadership Activities

• Is trained as a Medical Assistant and acts as Medical Assistant at least 3 half-day sessions per week.
• Supports with Hiring, Training, On-Boarding, Supervising, and Terminating all Medical Assistants and Phlebotomists.
• Increases staff competencies and satisfaction through training and mentorship.
• Provides dedicated one-on-one supervision to all supervisees at least once monthly.
• Facilitates MA team meeting at least once monthly.
• Attends and occasionally facilitates Back Office meetings.
• Serves as a member of the Leadership Team, attending Leadership Team meetings.
• Serve as contact for MA outages and plan for coverage, including stepping in to cover as needed.
• Oversees beginning of shift to ensure huddles occur punctually
• Ensure MAs take breaks, stepping in to cover as needed.
• Oversee shift close to ensure MAs end their shift on time, all rooms are cleaned, instruments are sterilized, doors are locked.
• Assist with the coordination of support staff and provider schedules.
• Serve as a EHR Support Analyst for Electronic Health Record, Epic.
• Serve as a Vaccine Coordinator.
• Continually assess and adjust patient flow for increased efficiency. Assist care teams in identifying missed opportunities and tetrising the schedule to meet triaging needs and accommodate walk-ins.
• Identify points of intervention for improvements in clinic policies and procedures or workflows.
• Coordinate administrative and clinic maintenance responsibilities such as facilitating patient access, creating patient education handouts, patient experience surveys, chart creation, equipment maintenance and repair, and other special projects.
• Support Director of Clinic Operations with communication with contractors, suppliers, IT, including supply ordering as needed.
• Ensure that all operations support department metrics and goals for productivity, financial sustainability, patient access, and customer experience.
• De-escalates conflict between patients and staff as needed; assists patients and/or staff in filing grievances or incident reports.
• Serve as educator, trainer, and support for QTI BIPOC Healthcare Fellows and/or volunteers as needed.

Quality Assurance/Quality Improvement:

• Thorough understanding of, oversight of, and promotion of continuous quality improvement efforts. Serves as a member of Quality Improvement Committee and acts as a champion or lead of engaging in and delegating in-reach activities and helping develop PDSAs and interventions to improve QI outcomes.
• Monitors performance of support staff through chart audits. Provides feedback and makes recommendations for individual performance improvement and professional development to support staff supervisor.
• Co- leads the delegation and completion of QA tasks such as inventory, equipment checks, and quality control tests; ensure any QA items in need of attention are addressed in a timely manner such as supplies, medication and vaccine ordering, equipment repairs or replacements, training, etc.

Organizational Responsibilities:

• Keep up to date with operational and procedural requirements;
• Complete mandatory trainings and credentialing requirements within deadlines; hold staff accountable to training and credentialing deadlines.
• Maintain availability for various administrative/clinical duties as requested by supervisor (e.g., case presentations);
• Provide in-service training to staff on a quarterly basis or more frequently as needed.

And, other duties as assigned.

Competencies:

Communication, Written: Delivers written communications that have clarity and impact including emails.

Communication, Verbal: Effective listener; clearly and thoughtfully communicates with others in person and on the phone.

Reliability: Accountable; maintains focus; punctual; good attendance record; meets deadlines.

Time Management: Organizes and establishes priorities; gets the job done in a timely manner. Responds to In Basket Messages and assigned clinical tasks within 2 business days.

Customer Service: Persists in efforts to solve issues even when faced with internal barriers; takes personal responsibility for customer service outcomes; responds quickly and effectively to requests for assistance and support whether internal or external.

Computer Literacy: Skilled computer-based work tasks; uses technology to enhance job performance.

Teamwork: Accountable to team; participates effectively in group- and teamwork; collaborates positively with other team members; giving and accepting constructive criticism.

Tolerance for Stress, Ambiguity, and Change: Maintains composure even while under great pressure; handles complex problems and change with minimal supervision; demonstrates flexibility and versatility in achieving key goals and priorities.

Attention to Detail: Strives to eliminate errors; makes accurate work a priority; seeks opportunities to improve performance.

Decision Making: Collects, organizes, and analyzes information before making decisions. Takes a thoughtful approach when considering options; may seek supervision and/or input from others.

Integrity and Ethics: Actively models the highest ethical standards; is honest and accountable; maintains confidentiality and appropriate boundaries at all times; handles sensitive information and issues with discretion and tact.

Relationship Orientation: Establishes rapport easily with others; listens attentively to others' perspectives; uses good judgment when sharing information and maintaining confidentiality; appropriately expresses empathy.

Presentation Skills: Adapts presentation techniques to fit audience level and technical needs; develops and delivers communications that have clarity and impact; conveys confidence, presence, and professionalism; uses appropriate visual aids to illustrate key points and enhance learning.

Interpersonal Skills: Uses active listening and discussion skills to identify issues, ensure understanding, and facilitate problem solving; works cooperatively with diverse groups; deals with others in a pleasant and professional manner; accurately assesses verbal and non-verbal cues.

Accountability: Makes and meets commitments; accepts responsibility for behavior and outcomes.

Follow Through: Monitors status of projects and tasks; thoroughly deals with project details; delivers clear, accurate depiction of status.

Cultural Sensitivity: Ability to work with a diverse population while withholding judgment. Willingly open to learn and understand different perspectives.

Education, Knowledge, Skills:

• Minimum of 2 years of experience as a medical assistant or equivalent in a community clinic setting
• Demonstrated ability to clearly deliver constructive feedback and build collegial relationships with supervisees.
• Strong demonstrated experience and knowledge in: conflict resolution, restorative justice, and de-escalation; maintaining appropriate boundaries with community members; cultural competency, humility and commitment to health equity and harm reduction.
• Excellent leadership, organization and communication skills
• Commitment to the mission of Lyon-Martin and to community-based primary care
• Excellent communication and interpersonal skills; creativity and enthusiasm in problem-solving
• Strong leadership skills, strong vision and values, innovative, critical thinking skills
• Ability to work cooperatively, foster team spirit, show good judgment in emergent situations
• Ability to work independently and manage multiple tasks simultaneously
• Flexibility and comfort in anticipating and managing change in a small, fast-paced non-profit clinic
• At least two years’ experience working with the trans community in a healthcare setting
• Experience working with lesbian, bisexual, transgender, gender non-conforming, non-binary, and intersex clients.
• Experience working with populations with varying disabilities, racial, ethnic and cultural backgrounds and economic statuses.
• Experience working with clients who do sex work, those experiencing homelessness, people who use drugs, those of with a history of incarceration, people of varying ages.
• Commitment to working in an environment offering abortion services and the full scope of pregnancy options counseling.
• Experience with electronic medical records, prior Epic experience preferred
• Able to communicate well at all levels of the organization including working with organization leadership and high-level representatives of partner organizations
• Strong phlebotomy skills
• Understanding of Continuous Quality Improvement

Preferred:

• Supervisory experience
• Medical Assistant or Phlebotomy Certification
• Bilingual in Spanish
• Previous experience working in (FQHC) health center operations
• Previous experience using Epic

Benefits: Employees regularly scheduled for 16 hours or more per week are eligible for full benefits, which include 100% employer paid Platinum level medical plans for both employees and their minor dependent(s), Premium dental, vision, life and acupuncture/chiropractic plans, as well as an up to 3% 403b match and access to pre-tax health, dependent care and commuter benefits.