Clinical Support Services Manager at Fetter Health… · Charleston

POSITION SUMMARY

The Clinical Manager is responsible for overseeing the daily clinical compliance of agency clinical staff, ensuring the delivery of high-quality patient care while maintaining compliance with all federal, state, and organizational regulations. This position provides direct leadership and supervision of Certified Medical Assistants (CMAs), Phlebotomists, and other clinical support staff. The Clinical Manager serves as the clinical leader, ensuring efficient workflows, regulatory compliance, quality improvement, staff development, and exceptional patient experiences. The Clinical Manager functions as a hands-on clinical leader, maintaining competency in clinical procedures while overseeing staffing, performance management, quality assurance, infection prevention, and regulatory readiness.

This position is distinct from the Practice Manager role. The Clinical Support Services Manager has primary accountability for clinical support operations, while Practice Managers have primary accountability for non-clinical practice operations. Both roles are expected to coordinate closely on matters that affect overall site performance.

Essential Duties and Responsibilities

1. Clinical Leadership and Workforce Management

• Supervise Lead CMAs, Medical Assistants, Phlebotomists, Laboratory Assistants, and other assigned clinical support personnel; provide indirect oversight to clinical support staff through site clinical leads where applicable.

• Recruit, interview, select, onboard, train, mentor, evaluate, coach, and retain qualified clinical support staff in collaboration with Human Resources, Practice Managers, and clinical leadership.

• Develop staffing models, clinical assignments, schedules, and contingency plans that maintain safe staffing and appropriate skill mix across sites.

• Conduct timely performance evaluations, establish measurable goals, recognize strong performance, and implement documented coaching or corrective action when expectations are not met.

Maintain role-specific orientation plans, annual competency assessments, skills validation, mandatory education, CPR/BLS, credentials, and other required documentation.

• Develop Lead CMA capabilities, career pathways, succession plans, and continuing education programs for clinical support staff.

• Maintain applicable clinical competency and provide direct clinical support within the individual’s training, credential, organizational policy, and delegated scope when needed.

• Promote teamwork, accountability, professionalism, psychological safety, respectful communication, and continuous improvement.

2.Clinical Workflow Standardization and Provider Support

• Standardize rooming, screening, medication reconciliation, visit preparation, clinical huddle, patient education, procedure support, follow-up, and clinic-readiness workflows across practice sites.

• Partner with medical leadership and providers to develop, approve, implement, and periodically review clinical protocols, standing orders, and evidence-based workflows; ensure staff act only within authorized scope and approved delegation.

• Monitor adherence to approved workflows, identify unwarranted practice variation, and implement education and corrective action as appropriate.

• Support provider onboarding through clinical workflow orientation, clinical support team preparation, EMR workflow training coordination, and competency-based practice integration.

• Serve as an escalation resource for clinical support workflow and patient-care process concerns. The position does not independently diagnose, prescribe, or replace provider clinical judgment.

• Coordinate daily clinical huddle standards, readiness checklists, staffing assignments, and escalation pathways.

• Completion of documentation and faxes per provider instructions and agreements; completion of patient refill request per provider instructions.

3.Regulatory Compliance and Survey Readiness

• Serve as the clinical compliance leader for assigned practice sites and maintain continuous readiness for internal reviews, regulatory inspections, accreditation surveys, and other external assessments.

• Ensure clinical support operations comply with applicable OSHA, CLIA, HIPAA, CMS, bloodborne pathogen, infection prevention, state practice, medication management, vaccine storage and handling, and organizational requirements.

• Support HRSA Operational Site Visit readiness, mock reviews, documentation requests, and corrective actions related to clinical support operations.

• Support FTCA risk-management activities, clinical risk-reduction initiatives, and documentation needed for organizational compliance.

• Support Patient-Centered Medical Home standards and clinical workflows required for applicable recognition or accreditation programs.

• Maintain and periodically review clinical policies, procedures, logs, records, and retention practices; communicate revisions and validate implementation.

• Conduct risk-based clinical compliance audits, document findings, assign corrective actions, verify completion, and monitor sustained effectiveness.

• Serve on the quality improvement committee and the risk management committee.

4. Infection Prevention and Employee Exposure Response

• Serve as the Infection Prevention Officer or designated clinical operations liaison, as assigned by organizational leadership.

• Develop and monitor infection prevention practices for hand hygiene, personal protective equipment, cleaning and disinfection, sterilization or high-level disinfection when applicable, injection safety, respiratory hygiene, and exposure control.

• Conduct routine infection prevention rounds and audits and report trends, risks, and corrective actions to appropriate leadership and committees.

Coordinate the clinical response to communicable disease exposures, outbreaks, needlestick injuries, and blood or body-fluid exposures in collaboration with designated organizational leaders.

• Ensure staff education, required logs, exposure-control documentation, and follow-up processes are completed.

5. Laboratory, Phlebotomy, and Point-of-Care Testing

• Oversee laboratory, phlebotomy, specimen-management, and point-of-care testing operations within the scope of the organization’s CLIA certificates and approved test menu.

• Ensure proper patient identification, specimen collection, labeling, processing, storage, transport, result routing, and documentation.

• Maintain quality-control, proficiency-testing, temperature, maintenance, calibration, training, competency, and testing records as required.

• Investigate specimen errors, rejected specimens, testing variances, and other laboratory events; complete root cause analysis and corrective and preventive action.

• Monitor laboratory supplies, expiration dates, testing kits, equipment readiness, and vendor or courier performance.

• Coordinate with laboratory leadership, reference laboratories, and providers to resolve operational concerns and improve turnaround and reliability.

6. Vaccine, Medication, Supply, and Clinical Equipment Management

• Oversee vaccine ordering, receipt, storage, temperature monitoring, reconciliation, inventory, administration workflows, documentation, transfers, and wastage investigations.

• Ensure compliance with Vaccines for Children requirements and state immunization registry processes when applicable to the organization and assigned sites.

• Monitor medication receipt, storage, security, expiration, administration, documentation, emergency medication readiness, and disposal in accordance with policy and applicable requirements.

• Maintain a standardized inventory process for clinical supplies and medications, including par levels, cycle counts, expiration monitoring, shortage response, and cost controls.

• Maintain an organization-wide inventory of clinical equipment and coordinate preventive maintenance, safety inspections, certification, calibration, repair, replacement, and removal from service.

• Oversee readiness and required checks for emergency equipment and clinical devices, including AEDs, EKG equipment, autoclaves, refrigerators/freezers, and point-of-care testing devices, as applicable.

7. Quality, Population Health, and Patient Safety

• Develop and monitor clinical support initiatives that improve preventive care, chronic disease workflows, immunization, screening, care-gap closure, patient follow-up, and other population health priorities.

• Partner with Quality and clinical leadership to support Uniform Data System measures, value based care initiatives, organizational quality goals, and provider quality workflows.

• Use performance data to identify gaps, test changes, standardize successful practices, and sustain improvements through structured quality-improvement methods.

• Lead or support investigations of clinical incidents, near misses, and patient-safety events; complete root cause analysis and corrective and preventive action plans within assigned authority.

• Monitor the effectiveness of corrective actions, identify recurring patterns, and report significant risks and trends through appropriate governance and leadership channels.

• Promote accurate, timely, complete, and compliant clinical documentation in the EMR and related clinical records.

8. Performance Management, Budget, and Strategic Operations

• Develop annual clinical support services goals, work plans, budget recommendations, and key performance indicators aligned with organizational priorities.

Monitor clinical labor, overtime, vacancies, agency use, supply expense, equipment expense, and other assigned budget categories; recommend corrective actions and resource reallocations.

• Analyze staffing, productivity, workflow, quality, safety, patient-experience, and compliance data and provide concise reports to leadership.

• Participate in strategic planning, new-site planning, service-line implementation, technology optimization, and emergency-preparedness activities affecting clinical support operations.

• Collaborate with Practice Managers, providers, Pharmacy, Quality, Compliance, Human Resources, Information Technology, Facilities, and other departments to improve patient flow and operational performance.

• Perform other job-related duties consistent with the purpose and level of the position.

• All other duties as assigned.

Supervisory Responsibilities

• Directly supervises assigned Lead CMAs and other designated clinical support personnel and provides organization-wide functional direction for CMAs, Phlebotomists, Laboratory Assistants, and other assigned clinical support roles.

• Conducts or coordinates hiring, orientation, competency validation, performance evaluation, coaching, corrective action, and staff development in collaboration with Human Resources and appropriate leaders.

• Solicits documented input from Practice Managers and providers regarding site teamwork, attendance, service, workflow, and performance while retaining accountability for evaluation of clinical competencies and clinical support performance.

• Uses a defined escalation process to resolve disagreements regarding staffing, workflow, scope, safety, or operational priorities.

Working Conditions

The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

• While performing the duties of this job, the employee will be required to walk and or stand most of the day.

• Required to be able to type proficiently, write legibly and to read printed or handwritten materials.

• Needs to be able to communicate and respond effectively.

• Occasionally may need to crouch, kneel, stoop or bend.

• May need to assist with moving or lifting >30 pounds

Requires visual acuity to perform tasks requiring close vision and ability to adjust focus.

• Required to be able to travel to meetings outside the organization’s facility, including some outof-town travel.

• Required to be able to work evenings and weekends if needed.

• Clinical Setting.

• Exposure to communicable diseases, blood and other bodily fluids.

• May attend meetings, seminars and speaking engagements locally and out of state.

Education and Experience

• Certified Medical Assistant (CMA), Registered Medical Assistant (RMA), or equivalent credential.

• Certified Phlebotomy Technician (CPT) preferred.

• Minimum 5 years of clinical experience in an ambulatory or outpatient healthcare setting.

• Minimum 2–3 years of progressive leadership or supervisory experience.

• Extensive knowledge of OSHA, CLIA, HIPAA, infection prevention, and healthcare compliance standards.

• Experience supervising multidisciplinary clinical teams.

• Proficiency with Electronic Medical Record (EMR) systems.

• Current CPR/BLS certification.

• Associate or Bachelor's degree in Healthcare Administration, Nursing, Allied Health, or a related field.

• Lean Healthcare or Six Sigma experience preferred but not required.

• Experience with quality improvement programs.

• Experience in managing laboratory operations.