**On-site Schedule: Monday-Friday. 8:00 am -5:00 pm. ROLE OVERVIEW and PURPOSE The Clinical Services Supervisor (CSS) works to support the mission and vision of Neighborhood Healthcare by cultivating an environment that produces excellent patient-centered care and clinical services within a dynamic team setting. This role serves as a key operational leader, driving excellence in staff development, clinical quality, patient access, and service delivery within a dynamic, team-based care model.
The CSS consistently demonstrates Neighborhood Healthcare's Values in Action (VIA) by going above and beyond in service to patients and colleagues, fostering a collaborative team environment, delivering care with compassion, upholding the highest standards of integrity, and modeling professionalism in all interactions.
RESPONSIBILITIES General Responsibilities - Provides direct supervision, leadership, and accountability for Medical Assistants (MAs), Lab Assistants, and other assigned clinical support staff, ensuring optimal staffing models aligned with patient volume, acuity, and care team structure
- Owns recruitment efforts in partnership with Human Resources, including workforce planning, candidate selection, and hiring to ensure a skilled, mission-aligned workforce
- Builds a high-performing, mission-driven team through structured onboarding, competency validation, coaching, and continuous professional development
- Fosters a culture of accountability, engagement, equity, and inclusion, aligned with organizational values and FQHC mission
- Promotes a culture of high employee engagement by fostering open communication, recognizing staff contributions, supporting professional growth, and leveraging engagement feedback to drive retention, morale, and team performance
- Leads regular team huddles and staff meetings to reinforce communication, disseminate organizational updates, and drive performance improvement
- Prepares and conducts annual performance reviews for all direct reports
- Partners with Human Resources and leadership to address employee relations, corrective actions, and performance improvement plans in a timely and consistent manner
- Oversees daily clinical support operations to ensure efficient patient flow, provider support, and adherence to evidence-based care models
- Monitors and drives performance on key quality metrics, including UDS measures, HEDIS measures, care gap closures, and value-based care initiatives
- Ensures compliance with FQHC regulatory requirements, including HRSA guidelines, OSHA standards, CLIA-waived lab requirements, and infection control protocols
- Oversees lab operations in coordination with lab leadership, ensuring compliance with documentation, quality controls, and safety standards
- Leads workflow optimization and process improvement initiatives using data analysis and Lean methodologies to enhance efficiency and outcomes
- Partners with care teams to advance population health strategies, including panel management, preventative care outreach, and chronic disease management
- Champions culturally competent, trauma-informed, and patient-centered care approaches, particularly for underserved and vulnerable populations
- Leads initiatives to deliver an exceptional, patient-centered experience by embedding service excellence standards into daily workflows and staff expectations
- Acts as a role model for service excellence, ensuring all patient interactions reflect compassion, professionalism, and respect
Supervision - Serves as a key operational leader in advancing organizational initiatives, including growth, service expansion, and new site development
- Supports organizational readiness for audits, site visits, and accreditation reviews (e.g., HRSA Operational Site Visits)
- Mitigates organizational risk through proactive monitoring of compliance standards and implementation of corrective actions as needed
- Supports budget stewardship through responsible supply utilization, labor management, and operational efficiency
- Coordinates clinical meetings, trainings, and operational activities in alignment with organizational priorities and compliance standards
- Collaborates cross-functionally with providers, nursing, operations, quality, and enabling services teams to ensure integrated care delivery
- Acts as a change agent, effectively leading teams through workflow changes, technology enhancements, and organizational transformation
LEADERSHIP EXPECTATIONS - Leads with Neighborhood Healthcare's Values in Action, aligning decisions, behaviors, and team priorities with the organization's mission and strategic goals
- Builds, develops, and retains a high-performing team by recruiting, ensuring appropriate staffing levels and ratios to support organizational goals and operational excellence
- Establishes clear goals, priorities, and performance expectations, through mentoring, and fostering a compassionate, collaborative, and inclusive work environment while ensuring employees have the resources and support needed to succeed
- Demonstrates integrity through ethical decision-making, transparent communication, accountability, and consistent application of organizational policies and standards
- Provides ongoing coaching, recognition, and performance feedback, addressing performance concerns promptly while supporting employee growth and development
- Ensures accurate administration of employee timecards by reviewing and approving records within established deadlines, resolving discrepancies, and holding employees accountable for prompt and accurate reporting of hours worked
- Serves as a steward of organizational communication by proactively cascading enterprise-wide initiatives, strategic priorities, site, or department changes through multiple communication channels (Teams, email, in-person meetings, etc.), fostering alignment, engagement and understanding within the site, department, or area of responsibility
- Champions collaboration and continuous improvement by building strong partnerships, encouraging innovation, and going above and beyond to achieve exceptional outcomes for our employees, patients, and communities
EDUCATION/EXPERIENCE - Associate's degree or equivalent experience required
- Minimum 3 years of experience in a healthcare setting, preferably within an FQHC, community health center, or ambulatory care environment
- Valid medical assistant certificate from an accredited program required
- Progressive leadership or supervisory experience in a clinical setting preferred
- Demonstrated experience with value-based care models, population health, and quality metric performance management strongly preferred
- Experience working with underserved, diverse, or high-risk populations preferred
- Completion of internal leadership development programs (e.g., Project LEAP) preferred for internal candidates
- Bilingual (English/Spanish or English/Arabic) strongly preferred based on patient population needs
BASIC LIFE SUPPORT (BLS) REQUIREMENTS - Current Basic Life Support (BLS) certification is required upon hire and must be maintained as a condition of employment
- These courses must follow AHA guidelines, but may be completed through approved online providers such as ProMed or other equivalent programs that meet recognized BLS standards
ADDITIONAL QUALIFICATIONS (Knowledge, Skills and Abilities) - Excellent verbal and written communication skills, including superior composition, typing and proofreading skills
- Ability to interpret a variety of instructions in written, oral, diagram, or schedule form
- Demonstrated ability to analyze, interpret, and act on performance data, including quality, productivity, and patient access metrics
- Advanced leadership skills with the ability to coach, influence, and drive accountability across teams
- Excellent organizational, problem-solving, and decision-making skills in a fast-paced clinical environment
- Ability to manage competing priorities while maintaining attention to detail and operational excellence
- Strong interpersonal and communication skills, with the ability to collaborate effectively across multidisciplinary teams
- High level of professionalism and ability to handle confidential and sensitive information in compliance with HIPAA and organizational policies
- Commitment to health equity, cultural humility, and community-centered care delivery
PHYSICAL REQUIREMENTS - Ability to lift/carry 10lbs/weight
- Ability to stand for long periods of time
COMPLIANCE (Safety & HIPAA) - Follows all safety procedures as outlined in Neighborhood Healthcare's Illness and Injury Prevention Plan (IIPP) and report any injuries and/or unsafe conditions immediately
- Maintains current knowledge of policies and procedures as they relate to safe work practices
- Uses appropriate body mechanics to ensure an injury free environment
- Familiarity with location of nearest fire extinguisher and emergency exits
- Follows all infection control procedures including blood-borne pathogen protocols
- Maintains privacy of all patients, employee and volunteer information and access such information only on a need-to-know basis for business purposes
- Complies with all regulations regarding corporate integrity and security obligations
- Reports all behavior and/or activity that are unethical, fraudulent, or unlawful
Neighborhood Healthcare offers a generous benefit plan that includes: Partially company paid Medical, Dental, and Vision Plans. Two plus weeks of vacation, Nine Holidays including two Floating Holidays of your choosing, Sick/Personal time, Volunteer Time Off (VTO), 403b Retirement plan (similar to a 401k), optional Health and Wellness events, and much more! Pay range: $80,200.00 to $115,500.00 annually depending on experience and additional qualifications.
Compensation Disclosure: The posted salary range reflects the designated pay grade for this position. While this range represents the broader classification of the role, actual compensation will be based on several factors, including but not limited to: the candidate's overall knowledge, skills, and experience, market data and industry benchmarks, internal equity within the organization, Budgetary considerations and organizational needs.
