Medical Program Supervisor

The Medical Coordinator Supervisor is a leadership position within the Behavioral Health Division reporting directly to the Director of Nursing, with interim oversight by the COO. This role provides direct supervision, coordination, and accountability for Certified Nursing Assistants (CNAs), and Medical Assistants (MAs), ensuring efficient clinic operations, optimized prescriber schedules, and improved access to care. The position serves as a key operational liaison between medical staff, nursing leadership, and clinic administration that includes schedule management, same-day access, Crisis Center coordination, and productivity support. The Medical Coordinator Supervisor works in a fast-paced, evolving environment requiring initiative, attention to detail, professionalism, and a proactive approach to problem-solving. Performs other duties as assigned to promote service enhancement and continuous quality improvement of perspective clinics.

All interactions are conducted in a person-centered, trauma-informed, and culturally responsive manner.

Essential duties and responsibilities:
• Provide day-to-day supervision, coaching, and performance oversight of CNAs, and MAs.
• Ensure staff understand expectations related to schedule management, clinic flow, and access to care.
• Address performance concerns promptly and provide corrective guidance when needed.
• Support training, onboarding, and ongoing competency development.
• Oversee prescriber schedules to ensure efficient use of available appointment time.
• Ensure CNAs and MAs actively monitor schedules for: Cancellations, No-shows and Gaps of 15 minutes or more
• Ensure proactive efforts are made to fill schedule gaps, including - calling future appointments to offer earlier visits; coordinating same-day visits when appropriate
• Oversee CNA/MA coordination with Crisis Center staff to facilitate same-day prescriber access.
• Ensure Crisis Center clients are scheduled when prescriber time is available, regardless of panel assignment.
• Monitor adherence to the Crisis Center rapid-fill workflow.
• Escalate true capacity issues to leadership when same-day access is not possible.
• Support medical and nursing staff with:

- Scheduling telehealth and in-person visits
- Prescriber PTO requests
- Administrative and coordination tasks
• Act as a liaison between medical staff and Behavioral Health programs as needed.
• Ensure staff maintain required LifePath training and educational requirements.

• Track and review CNA/MA performance metrics related to: Schedule monitoring; Gap identification and fill attempts; Same-day access and crisis visits; Use data to identify trends, provide coaching, and improve clinic efficiency.
• Collaborate with RN Supervisor – Clinic to ensure clinical and operational alignment.
• Model professionalism, ethical conduct, and a positive, solution-oriented approach.
• Ensure all interactions with individuals served and staff are trauma-informed and person-centered.
• Maintain accuracy, attention to detail, and initiative in a fast-paced clinical environment.

Qualifications

Education, Training and Experience (including licensure and certification)

• High School Diploma or general education degree (GED) with at least 3 years experience working in a medical office, agency, or hospital with knowledge of scheduling, data entry, and general office management experience in general office duties;
• At least one-year clinical experience in a community mental health setting;
• At least one year experience in training, supervision, and/or support.

Knowledge, Skills, & Abilities

• Must be professional and knowledgeable of customer service skills.
• Ability to respond to individuals with patience, empathy, and understanding.
• Excellent verbal and written communication skills.
• Skill in the operation of computers and applicable computer software.
• Ability to organize one’s time and prioritize responsibilities.
• Ability to work with multi-disciplinary teams/departments.
• Flexible and willing to handle a variety of tasks.
• Ability to think clearly and logically.
• One year experience in medical office management preferred