Assistant Manager Patient Services - AZ - Multispecialty Clinic

Summary
The Assistant Manager of Patient Services ensures high-quality, day-to-day patient care and exceptional customer service while supporting clinic operations and emergent needs. This role collaborates closely with the Medical Director and departmental staff to promote efficient patient care, optimize clinical and technical workflows, and drive continuous improvement. The Assistant Manager also serves as a liaison between providers, staff, and leadership, fostering effective communication and collaboration across the clinic. This position reports directly to the Medical Director of the Multispecialty Clinic.

Essential Duties and Responsibilities

• Demonstrates strong communication, organization, and decision-making skills to support efficient operations.
• Works independently with minimal supervision while effectively prioritizing tasks and goals.
• Maintains confidentiality and handles sensitive information appropriately.
• Supports daily clinic operations to ensure efficient patient flow, high-quality care, and excellent customer service.
• Maintains proficient status as a Superuser in EHR systems and clinical staff trainer.
• Maintains proficiency in clinic procedures, medical terminology, and HIPAA regulations.
• Coordinates activities across departments to maintain seamless clinic operations.
• Serve as a liaison between the Medical Director, Manager of Patient Accounts, providers, and clinic staff.
• Delegates tasks, monitors performance of clinical staff in EHR workflows, and provides guidance to support team effectiveness.
• Communicates workflow updates, operational changes, and organizational initiatives.
• Addresses and resolves patient and operational concerns promptly and professionally.
• Supports the Manager of Patient Services to achieve compliance with state and federal regulations.
• Participates in quality improvement initiatives and ensures adherence to clinic policies.
• Assists in training staff on proper medical records handling and documentation procedures.
• Performs a combination of direct patient care and administrative support, including front and back-office duties, scheduling, and patient care coordination, adapting responsibilities to meet departmental needs.

Direct patient care duties include:

• Greet/escort patients to exam room and escort exiting patients.
• Sanitation of exams rooms in-between patients.
• Under direct supervision:
• Record changes in patients’ medical history and update vital signs. 
• Preparing patients for examinations. Assisting physician during examinations, (WWE, Physicals, Breast exams, Biopsy, Colposcopy).
• Collect and prepare laboratory specimens, blood draws, electrocardiograms, administer injections, dispose of contaminated supplies.
• May be assigned point of care testing e.g. A1c, Influenza, COVID, Strep per clinic procedures. 
• Completion of provider orders in the EMR
• Call patients regarding test results.
• Obtain test results (labs, X-rays, MRI, CT, hospital discharger records).
• Ensure incoming phone messages/mail/faxes get to the appropriate physician.
• Maintains adequate inventory of supplies and equipment
• Ensures a clean, organized, and fully operational clinic environment
• Monitors equipment and environment functionality and coordinates maintenance as needed
• Performs other duties as assigned by the Medical Director 

Supervisory Responsibilities                                                 

Supervises Federal Work Study students in the Multispecialty Clinic and other clinical staff as assigned. 

Qualifications

To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. Must be able to work in a constant state of alertness and safe manner and have regular, predictable, in-person attendance.  The requirements listed below are representative of the knowledge, skill, and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

Education and/or Experience

• High school diploma or GED required.
• Current LPN license, Medical Assistant (MA/CMA/RMA), or equivalent clinical credential required.
• Must have 5–7 years of experience in front and/or back-office functions in a clinical care setting, including patient scheduling, registration, insurance processes, and/or direct clinical support such as rooming patients, assisting with procedures, medication administration (per scope), and care coordination.
• Minimum of 2–4 years of direct patient care experience required.
• Supervisory or team lead experience preferred.
• Proficiency in medical terminology and electronic health records (EHR) required.
• Excellent verbal and written communication skills with the ability to train and support clinical staff. 

Computer Skills                                            

Computer proficiency in MS Office (Word, Excel, Outlook). Proficiency in the EPIC electronic health records system is preferred.

Physical Demands

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 is frequently required to stand, walk, use hands to handle or feel, reach with hands and arms, talk and hear. The employee is occasionally required to sit. The employee must frequently lift and /or move up to 10 pounds and occasionally life and/or move up to 25 pounds. 

Work Environment

The work environment characteristics described here are representative of those an employee encounters while performing the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.  The noise level in the work environment is usually moderate.

The work environment is environmentally controlled, fast paced with occasional high pressure or emergent situations medical office environment. Work hours are subject to clinic needs, to ensure appropriate levels of coverage during all hours of operation. Possible exposure to infectious specimens, communicable diseases, toxic substances, medicinal preparations and other conditions common to a medical office environment. Appropriate PPE is provided by the clinic and expected to be worn according to the clinic and university regulations and policies.

Midwestern University is a private, not-for-profit organization that provides graduate and post-graduate education in the health sciences. The University has two campuses, one in Downers Grove, Illinois and the other in Glendale, Arizona. More than 6,000 full-time students are enrolled in graduate programs in osteopathic medicine, dentistry, pharmacy, physician assistant studies, physical therapy, occupational therapy, nurse anesthesia, cardiovascular perfusion, podiatry, optometry, clinical psychology, speech language pathology, biomedical sciences and veterinary medicine. Over 500 full-time faculty members and 400 staff members are dedicated to the education and development of our students in an environment that encourages learning, respect for all members of the health care team, service, interdisciplinary scholarly activity, and personal growth.

We offer a comprehensive benefits package that includes medical, dental, and vision insurance plans as well as life insurance, short/long term disability and pet insurance.  We offer flexible spending accounts including healthcare reimbursement and child/dependent care account.  We offer a work life balance with competitive time off package including paid holiday’s, sick/flex days, personal days and vacation days.  We offer a 403(b) retirement plan, tuition reimbursement, child care subsidy reimbursement program, identity theft protection and an employee assistance program.  Wellness is important to us and we offer a wellness facility on-site with a fully equipped fitness facility. 

Midwestern University is an Equal Opportunity/Affirmative Action employer that does not discriminate against an employee or applicant based upon race; color; religion; creed; national origin or ancestry; ethnicity; sex (including pregnancy); gender (including gender expressions, gender identity; and sexual orientation); marital status; age; disability; citizenship; past, current, or prospective service in the uniformed services; genetic information; or any other protected class, in accord with all federal, state and local laws, and regulation. Midwestern University complies with the Smoke-Free Arizona Act (A.R.S. 36-601.01) and the Smoke Free Illinois Act (410 ILCS 82/).  Midwestern University complies with the Illinois Equal Pay Act of 2003 and Arizona Equal Pay Acts.