Clinical Support Manager

POSITION DESCRIPTION: CLINICAL SUPPORT MANAGER

Division: Clinical Operations
Supervisor: Director of Clinical Operations
Job Code: CSS-001 Classification: FT, Exempt
Wage Scale: E-03 ($49,313 to $76,500) Effective Date: 10/01/2025
Hours/week: 40+ Revised Date: 10/01/2027

PROGRAM PURPOSE
The Urban Indian Center of Salt Lake (UICSL) is dedicated to our Mission of SERVING THE PEOPLE BY HONORING NATIVE CULTURES, STRENGTHENING HEALTH & WELLNESS PROGRAMS, & CULTIVATING COMMUNITY.

UNIFORM PERFORMANCE EXPECTATIONS
In terms of the performance of their respective responsibilities, all employees of the UICSL and our affiliates must rise to the level of expectations in which they:
Fully uphold all principles of confidentiality and patient/client care.
Adhere to the Standards of Conduct for UICSL, and all professional and ethical standards for the healthcare industry and/or their respective area(s) of expertise.
Interact in an honest, trustworthy, and dependable manner with patients/clients and co-workers.
Possess and utilize a strong sense of cultural awareness and interpersonal respect.
Maintain a current insurable driver’s license in the State of Utah (if operating UICSL vehicles).
Strive to learn and serve in compliance with federal regulations and UICSL policies and procedures, and to seek solutions for issues or problems they encounter in alignment with those resources.

POSITION SUMMARY
The Clinical Support Manager (CSM) is a key clinical leader at the Urban Indian Center of Salt Lake (UICSL), responsible for overseeing the day-to-day coordination of clinic activities and serving as expert-level Electronic Health Record (EHR) Administrator/Superuser to ensure high-quality, patient-centered care within a culturally grounded environment.

The Clinical Support Manager provides guidance and coordination in the day-to-day clinical operations to ensure smooth patient flow, effective communication, and collaboration among clinical and administrative staff. Working closely with the Director of Clinical Operations, Medical Director, and providers, the Clinical
Support Manager supports efficient workflows that enhance the patient experience, promote staff accountability, and ensure compliance with organizational and accreditation standards.

By combining organizational oversight with a strong understanding of clinical systems and patient needs, the Clinical Support Manager fosters teamwork, efficiency, and cultural responsiveness across all clinical services, ensuring each patient experience reflects UICSL’s commitment to culturally respectful, holistic wellness for American Indian and Alaska Native (AI/AN) communities.

ESSENTIAL FUNCTIONS, DUTIES AND RESPONSIBILITIES
Functions as the EHR Administrator and Superuser, providing expert level oversight and support for user access, staff training, troubleshooting, and workflow optimization to ensure accurate, complete documentation.

Coordinates and manages the daily clinic coordination activities to ensure organized, efficient, and culturally respectful service delivery for all patients.
Provides daily support, direction, and problem-solving for front and back-office staff to maintain smooth patient flow, timely scheduling, and positive patient experiences.
Works closely with the Director of Clinical Operations, Medical Director, and providers to support clinic scheduling, patient coordination, and day-to-day administrative needs.
Implements and maintains clinic procedures, checklists, and internal systems to promote consistency, compliance, and effective communication across all areas of the clinic.
Monitors front office coordination, including referrals, and patient check-in/out processes, to ensure quality and accuracy.
Supervises assigned clinical support staff and assists with clinic-wide scheduling coordination, onboarding, and training to ensure adequate coverage, adherence to procedures, and professional performance, while collaborating with supervisors and directors on broader staffing needs.
Promotes a positive work environment through clear communication, teamwork, and accountability among clinic staff.
Ensures compliance with infection control, confidentiality, safety, and organizational policies throughout clinic coordination activities.
Collaborates with nursing, behavioral health, public health? and administrative teams to maintain effective communication and seamless coordination between departments.
Participates in quality improvement activities, patient satisfaction tracking, and workflow reviews to identify and address areas for improvement.
Oversees clinic supply and equipment coordination by monitoring inventory, supporting ordering workflows, and collaborating with designated staff and systems to ensure timely availability for daily operations.
Participates in emergency preparedness activities, safety protocols, and drills, supporting readiness and compliance through designated committee and operational coordination efforts.
Participates in regular staff meetings, case discussions, and interdepartmental planning to promote collaboration and effective communication.
Represents the clinic in a professional and culturally respectful manner, modeling dependability, empathy, and strong customer service.
Performs other duties as assigned by the Director of Clinical Operations to support UICSL’s mission, vision, and commitment to high-quality, culturally responsive care.

MINIMUM QUALIFICATIONS
Education: a) associate’s degree or diploma in a health-related field, medical assisting, or healthcare administration from an accredited institution.
Experience:

a) Three (3) or more years of experience working in a healthcare or clinical office environment.
b) At least one (1) year of experience in a leadership, coordinator, or office manager role within a medical or outpatient clinic.

Certifications/Licensure:

a) Current certification or licensure as a Medical Assistant (MA), Licensed Practical Nurse (LPN), or equivalent credential recognized by the State of Utah.
b) Current Basic Life Support (BLS) certification.
Other: a) Must pass a mandatory criminal background check.
b) Active Driver’s License and insurability through UICSL

PREFERRED QUALIFICATIONS
Education: a) bachelor’s degree in healthcare administration, Health Sciences, or a related field; or equivalent combination of education and experience.
Experience:

a) Three (3) or more years of progressive experience in clinic office management, coordination, or administrative leadership.
b) Experience working in integrated or team-based healthcare environments. Certification/Licensure: a) Certification or formal training in medical office management, healthcare leadership, or EHR administration preferred.
Other a) Demonstrated ability to organize, prioritize, and lead a multi-disciplinary team.

KNOWLEDGE, COMPETENCIES, AND CHARACTERISTICS (KCC)
Expert-level, hands-on experience and in-depth knowledge of electronic health record (EHR) systems, preferably eClinicalWorks (eCW).
Knowledge of culturally responsive, trauma-informed care for Native communities.
Knowledge of medical office procedures, documentation standards, and HIPAA compliance.
Knowledge of clinic coordination, scheduling, registration, and referral processes.
Knowledge of infection control, confidentiality, and workplace safety practices.
Skills in supervising, training, and supporting clinic staff with accountability and teamwork.
Skills in organization, time management, and workflow coordination.
Skills in communication, problem-solving, and conflict resolution.
Attributes of professionalism, adaptability, and reliability in a dynamic environment.
Attributes of adaptability and dependability in a dynamic clinical setting.
Attributes of empathy, cultural humility, and integrity aligned with UICSL’s mission of holistic, community-centered care.

WORK ENVIRONMENT
The work environment is primarily clinic-based, involving frequent interaction with patients, families, and interdisciplinary team members. Duties include overseeing daily clinic coordination, supporting front and back-office functions, managing staff schedules, and maintaining smooth patient flow. While based at the UICSL clinic, the position may include occasional local travel between sites or participation in community-based events. The role requires professionalism, adaptability, and strong organizational skills in a fast-paced environment. The work environment is collaborative, culturally grounded, and focused on holistic
wellness for AI/AN communities.
PHYSICAL DEMANDS
Physical demands include work in office and clinic settings, with regular interaction with patients, staff, and community partners. While the role is primarily administrative and supervisory, it involves periods of standing, walking, and assisting with clinic coordination. The position may occasionally require helping with clinic setup, organizing supplies, or light lifting of items up to 25 lbs. Participation in staff meetings, trainings, and community-based events is expected, with flexibility in adapting duties as needed. UICSL provides reasonable accommodations under the Americans with Disabilities Act (ADA) to support individuals in performing essential job functions.
MENTAL DEMANDS
This position requires managing multiple priorities, patient scheduling, and staff coordination while maintaining composure, accuracy, and sound judgment. The role demands strong organizational skills, emotional intelligence, and the ability to communicate effectively with diverse patients, staff, and community
partners. The Clinical Support Manager must balance administrative responsibilities with leadership duties, exercising discretion, professionalism, and cultural sensitivity. Collaboration across teams requires empathy, adaptability, and clear decision-making. UICSL promotes a trauma-informed, supportive environment that values staff well-being and encourages mutual respect in all professional interactions.

Disclaimer: The information in this document is designed to portray the general nature and level of work performance expected by employees in this position. It is not intended to be a comprehensive inventory of all duties, responsibilities and qualifications required of employees assigned to this position. Employees will be asked to perform other related and reasonable duties as needed by their direct supervisor.

Indian Preference Statement: As a federal contractor and in compliance with Sub-Chapter II, Chapter 14, Title 25 of the United States Code, the Act of April 16, 1934 (48 Stat. 596), as amended; and Section 7(b) of the Indian Self-Determination and Education Assistance Act, Pub. L. 93-638, 88 Stat. 2205, 25 U.S.C. 450e(b), UICSL gives preference in employment opportunities to American Indians/Alaska Natives (AI/AN) who can perform the work outlined in our Position Description(s) regardless of age, sex, religion, or tribal affiliation (subject to existing laws and regulations). UICSL also extends preference to AI/AN organizations and AI/AN-owned economic enterprises in the awarding of any subcontracts engaged under our funding agreement(s).

To the extent feasible and consistent with effective performance as a federal contractor, UICSL may give preference in employment and training opportunities to AI/ANs who are NOT fully qualified to perform the work outlined in our Position Description(s) regardless of age, sex, religion, or tribal affiliation (subject to existing laws and regulations); and UICSL may provide reasonable opportunities for training including on-the-job, classroom, or apprenticeship training designed to increase the vocational effectiveness of AI/AN employees.

When UICSL is unable to fill our employment and subcontracting opportunities after giving full consideration and preference to AI/AN candidates, employees and/or subcontractors, UICSL will satisfy our needs by selecting non- AI/AN candidates and subcontractors in accordance with equal employment opportunity and affirmative action statues mandating that all qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, or national origin. (48 CFR §52.222-26).