Clerical Supervisor

Fairfax Family Practice Centers (FFPC) is seeking Clerical Supervisor to join our team. The administrative support team members are a crucial part of our healthcare organization. Fairfax Family Practice Centers is an independent family medical practice, established over 50 years ago. With nine offices in Fairfax, Loudoun, and Prince William Counties and a dedicated team of primary care providers and staff, we have a rich history of providing exceptional patient-centered medical care to our community.  

Position Summary: The Clerical Supervisor will be responsible for overseeing the daily clerical operations in a primary care setting, ensuring seamless patient service, compliance with healthcare regulations, and the effective management of staff. This leadership position requires a dedicated individual who can train, mentor, and manage a team while maintaining operational efficiency, adherence to policy, and a positive work environment. The Clerical Supervisor will also act as a key liaison between the front desk, clinical teams, and management to promote high-quality patient care and service.

Essential Duties:

• Leadership and Staff Supervision – 
• Supervise a team of Patient Service Coordinators, Medical Records Coordinators, and Referral Specialists, ensuring high performance and efficiency in daily operations.
• Provide ongoing training, mentorship, and support to clerical staff, fostering a culture of continuous improvement and professional growth.
• Assist with performance evaluations, offer constructive feedback, and address any staff concerns or conflicts in a timely and professional manner.
• Oversee front desk operations, ensuring excellent service delivery and a positive patient experience.
• Promote a positive work environment and employee engagement through recognition and team building initiatives.
• Compliance and Documentation Management – 
• Ensure that all patient registration, insurance verification, and billing processes are accurate, compliant with healthcare policies, and in alignment with organizational standards.
• Maintain strict adherence to HIPAA regulations, ensuring the confidentiality and security of patient information.
• Monitor and assess front desk and phone room workflows to ensure compliance with established policies and procedures.
• Stay informed about changes in relevant healthcare policies and regulations and ensure staff is trained and updated accordingly.
• Maintain and organize all pertinent records, ensuring that they are current and accessible for audit and review purposes.
• Staff Training and Development – 
• Implement ongoing training programs to enhance office procedures, customer service skills, and compliance knowledge for clerical staff.
• Assist with the onboarding and orientation of new employees, ensuring they are equipped with the necessary tools to succeed in their roles.
• Foster a learning environment by encouraging staff to enhance their skills, pursue professional development opportunities, and support career advancement.
• Conduct periodic training and competency assessments to ensure staff proficiency in office operations, software systems, and regulatory requirements.
• Communication and Collaboration – 
• Serve as the primary point of contact between the front desk, clinical teams, and management, facilitating effective communication and collaboration across departments.
• Work with other clerical supervisors to ensure smooth patient flow, operational efficiency, and exceptional patient service.
• Communicate changes to policies, procedures, and best practices effectively to all clerical staff.
• Lead productive and solution-oriented staff meetings, addressing any operational challenges and fostering a collaborative problem-solving environment.
• Handle patient and staff concerns with professionalism, ensuring timely resolution of issues related to scheduling, billing, or operational disruptions.
• Escalate urgent matters to management as needed, ensuring swift action to mitigate any issues that impact patient care or office operations.
• Operational Management - 
• Oversee the use of Electronic Medical Records (EMR) systems, assisting with training on updates and changes to the systems.
• Identify inefficiencies in workflow and recommend process improvements to enhance productivity and patient satisfaction.
• Manage office supplies, ensuring resources are adequately stocked and available for daily operations.
• Assist with troubleshooting system outages, equipment malfunctions, and other operational disruptions to minimize impact on patient care.

Required Skills and Competencies:

• Knowledge of medical office procedures.
• Able to maintains positive interactions with patients under stressful conditions.
• Able to examine documents for completeness and accuracy.
• Communicate clearly and professionally.
• Can work effectively and professionally with co-workers at all levels.
• Understands the importance of and ensures patient confidentiality. 
• Possesses time management and organizational skills.
• Adheres to corporate and office specific policies and procedures.
• Demonstrates the ability to prioritize tasks in an efficient manner.

Computer Skills:

• Demonstrates ability to learn specific job-related software applications and other company supported computer applications. 
• Has experience with EMR applications.
• Demonstrates knowledge of and experience using Microsoft Office Products.
• Is proficient in basic computer skills, including email, web browsing, and online communication tools. 

Special Skills:

• Knowledge of primary care office. 
• Knowledge of medical terminology. 
• Knowledge of and ability to comply with all HIPAA, OSHA and Safety guidelines. 

Minimum Qualifications:

• Education: Bachelor’s degree or 5 years of office management experience. 
• Experience: Preferred 3 years working in an ambulatory/outpatient medical practice setting, preferably primary care. Three years of leadership experience.

Working Conditions and Physical Demands:

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

This job requires full range of motion and manual hand-eye coordination in addition to finger dexterity. It may require extended periods of sitting, data entry; frequently requires standing and walking. Attention to detail and prompt, consistent attendance required; may occasionally require lifting and/or moving up to 25 pounds. Reliable transportation is required. Requires corrected vision and hearing of normal levels. The noise level in the work environment is usually moderate. Working hours consist of 40 hours per week but may occasionally require more.