Job Description

About Our Company

We’re a physician-led, patient-centric network committed to simplifying health care and bringing a more connected kind of care.

Our primary, multispecialty, and urgent care providers serve millions of patients in traditional practices, patients' homes and virtually through VillageMD and our operating companies Village Medical, Village Medical at Home, Summit Health, CityMD, and Starling Physicians

When you join our team, you become part of a compassionate community of people who work hard every day to make health care better for all. We are innovating value-based care and leveraging integrated applications, population insights and staffing expertise to ensure all patients have access to high-quality, connected care services that provide better outcomes at a reduced total cost of care.

Please Note: We will only contact candidates regarding your applications from one of the following domains: @summithealth.com, @citymd.net, @villagemd.com, @villagemedical.com, @westmedgroup.com, @starlingphysicians.com, or @bmctotalcare.com.

The Clinical Support Supervisor facilitates day-to-day operations within Starling Physicians model, including managing patient, staff and provider interactions and maintaining a service-based approach to issue resolution. Partnering with the clinical support staff to promote the highest standards of quality of patient care by appropriately managing patient flow. He/she provides support and training to staff, to encourage their abilities to effectively address triage calls and service recovery. This role will report to the Director of Clinical Operations.

How you can make a difference:

· Leadership and facilitation skills that engages staff in strong communications for clinical problem solving and decision making

· Supervises and monitors the performance and skills of Clinical Staff, assuring the delivery of quality health care services

· Fosters teamwork and contributes to an environment of respect and inclusion

· Provide immediate follow-up, documentation and communication to employees

· Serves as champion, to assist staff to interpret organizational and clinical changes in a positive manner

· Promotes, supports and participates in process improvement, quality initiatives, and innovation

· Monitors patient activities; identifying gaps and partnering with leadership and clinical staff to address appropriately

Key Responsibilities:

1. Clinical Support and Oversight

· Serve as the primary point of contact for leads and technicians with clinical questions or workflow concerns.

· Provide real-time support in clinics to ensure efficient patient flow and adherence to protocols.

· Step in to assist with patient care duties as needed, including clinical work ups, scribing, special testing, and injections.

· Ensure timely patient flow and minimize provider downtime.

· Responsible for employee evaluations

2. Training and Development

· Train new MA’s/technicians on clinical procedures, EMR documentation, and patient interaction.

· Monitor progress of new hires and provide regular feedback to supervisors.

· Conduct periodic skills assessments and identify opportunities for retraining or improvement.

· Support continued education initiatives and maintain clinical standards.

3. Inventory Management

· Monitor clinical and supply inventory, including medications, diagnostic supplies, and PPE.

· Coordinate with purchasing staff to ensure appropriate par levels and timely reorders.

· Oversee organization and cleanliness of supply areas and exam rooms.

4. Drug Inventory Oversight

· Track and log expiration dates of all injectable medications.

· Ensure compliance with proper storage and handling protocols.

· Coordinate with appropriate staff to remove or return expired or soon-to-expire medications.

· Approve drug ordering.

5. Triage and Communication

· Provide direction for scheduling urgent/emergent appointments based on symptoms or history.

· Help coordinate patient communication related to clinical follow-ups, reschedules, or treatment changes.

6. Leadership and Accountability

· Model professionalism and teamwork within the clinical staff.

· Serve as a liaison between clinical staff and management.

· Promote a culture of safety, efficiency, and exceptional patient care.

· Communicate regularly with Practice Manager, Associate Director, as well as practice leadership on staffing needs, clinic flow, or concerns.

· Participates in the recruitment, selection and hiring process for clinical positions.

· Proactive in employee mentoring, coaching, and discipline

· Approves timecards and forwards time allocation to corporate office if applicable.

· Reviews and approves requests for Paid Time Off and obtains determines need for float staff to cover staffing gaps.

· Responsible for coordinating staff scheduling with leads.

· Monitors patient activities; identifying gaps and partnering with leadership and clinical staff to address appropriately.

· Coordinates internal chart audits and assists in preparation for external audits or payer reviews.

· Meet regularly with physicians to discuss operational practice issues. Provides agenda and records minutes.

· Meets with team leads weekly.

· Monitors appointment and procedure volumes to assess clinic productivity and works with providers to optimize utilization.

· Partners with billing and coding teams to ensure accurate documentation and charge capture.

· Participate in strategic planning related to growth, cost containment, and revenue cycle improvements.

7. Staff Guidance & Mentoring

· Serve as a resource for other technicians with questions about clinical procedures, equipment, or patient care.

· Collaborates with Practice Manager to create, attends, and participates in staff meetings and provide updates or training refreshers to the team.

· Provide real-time troubleshooting and support during busy clinics.

· Mentor and support new technicians during training, assisting with skills development and procedural knowledge.

· Help foster accountability by modeling professionalism and teamwork.

8. Equipment and Supplies

· Recommends and discusses with Practice Manager and Associate Director any requests for new equipment.

· Maintains equipment inventory and ensures compliance with biomedical equipment checks and calibration schedules.

· Ensures proper disposal and handling of medical waste in compliance with regulatory standards.

· Supervises any repairs/maintenance of existing equipment

· Works with Starling IT to ensure efficient, uninterrupted electronic processes are in place and outdated equipment is refreshed.

· Coordinates and approves ordering supplies with the corporate office.

· Maintains supply records

9. Relationships

· Reports to the Practice Manager and Associate Service Line Director.

· Collaborates with Practice Manager to establish and maintains effective working relationships with patients, providers, staff, peer group, corporate administration, EHR and other internal departments, computer services providers, and vendors.

· Supervises staff including Medical Assistants/Technicians, Patient Service Representatives, Administrative Assistant, and others. Supervises Practice advanced practitioners as applicable.

Working Conditions, Physical Requirements

· Support functions will occur within various clinical settings and workspaces.

· Incumbent may be required to work at any facility based on operation need, and schedule may vary.

· Traveling to various practice locations will require ability to drive, valid driver’s license and use of own reliable transportation.

· Physical activity will include walking, standing, and sitting.

· Physical demands may also include lifting and carrying equipment up to 30 lbs. or providing physical assistance to patients.

· Other physical requirements include speaking and hearing ability sufficient to communicate effectively by phone or in person at normal volumes; vision adequate to read correspondence, computer screen, forms, etc.; and good manual dexterity.

Skills for success:

· Self-motivated: energetic, self-starter; can work autonomously with limited direction

· Results oriented: bias for action; demonstrated track record of achievement; drive for attainment of superior outcomes

· Flexible: ably navigates within ambiguity; solution-oriented

· Analytical: strong research, writing, analytical and critical reasoning skills

· Communication: conveys thoughts and expresses ideas effectively both verbally and in writing; strong presentation skills

· Collaboration: orientation to team-based work product and results

· Leadership: develop and nurture teams; successfully achieves results through others

· Humility: low ego; engenders trust; respectful

Experience to drive change:

· High School Diploma or Equivalent required

· Current Registered Medical Assistant

· 1 year of leadership experience, preferably with building teams from the ground up

· Basic computer literacy with experience in Windows-based program

About Our Commitment

Total Rewards at VillageMD

Our team members are essential to our mission to reshape healthcare through the power of connection. VillageMD highly values the critical role that health and wellness play in the lives of our team members and their families. Participation in VillageMD’s benefit platform includes Medical, Dental, Life, Disability, Vision, FSA coverages and a 401k savings plan.

Equal Opportunity Employer

Our Company provides equal employment opportunities (EEO) to all employees and applicants for employment without regard to, and does not discriminate on the basis of, race, color, religion, creed, gender/sex, sexual orientation, gender identity and expression (including transgender status), national origin, ancestry, citizenship status, age, disability, genetic information, marital status, pregnancy, military status, veteran status, or any other characteristic protected by applicable federal, state, and local laws.

Safety Disclaimer

Our Company cares about the safety of our employees and applicants. Our Company does not use chat rooms for job searches or communications. Our Company will never request personal information via informal chat platforms or unsecure email. Our Company will never ask for money or an exchange of money, banking or other personal information prior to the in-person interview. Be aware of potential scams while job seeking. Interviews are conducted at select Our Company locations during regular business hours only. For information on job scams, visit, https://www.consumer.ftc.gov/JobScams or file a complaint at https://www.ftccomplaintassistant.gov/