Manager - Medical Assistants

Manager - Medical Assistant Team

Department: - Administration / Operations
Reports To: - Director of Human Resources and Clinical Operations
Supervises: - Lead MAs and MAs across 5 locations
Location: - On-site Winter Park Office - Multi-site travel (Orlando area clinics)

Position Overview

The Manager of the Medical Assistants oversees daily clinical operations and patient experience across all five clinics. This role ensures consistent service quality, documentation accuracy, and staff performance, aligned with IMG’s standards for patient care, professionalism, and efficiency. The Manager provides leadership, training, and operational oversight for all medical assistant personnel, ensuring seamless coordination between administrative, clinical, and billing teams.

Key Responsibilities

Leadership & Team Management

Supervise and support Lead MAs and medical assistants across five locations, ensuring coverage, consistency, and accountability.

Review and approve time-off requests; coordinate cross-location coverage as needed.

Conduct regular performance check-ins with Lead MAs; identify training and development opportunities.

Implement and monitor adherence to front desk SOPs, scripts, and workflows.

Lead recruitment, onboarding, and ongoing training of MAs.

Foster a positive, professional team environment emphasizing communication, reliability, and patient-centered service.

Training & Process Development

Maintain and update MA training materials and standard operating procedures.

Conduct hands-on training for new hires and reinforce ongoing education for existing staff.

Partner with Lead MAs to ensure new team members are shadowed and supported until proficient.

Continuously evaluate clinical performance metrics and implement process improvements to improve efficiency and patient experience.

Clinic Operations Oversight

Monitor daily clinic schedules across all locations to ensure appointment accuracy and timely communication of any changes.

Review and resolve any documentation errors in eClinicalWorks (eCW).

Audit MRI logs, Telephone Encounters, Records, and MA preparation work throughout the week. 

Review referral queue numbers per location to forecast volume and maintain healthy productivity levels.

Serve as an escalation point for complex scheduling, coverage, or patient interaction issues.

Cross-Department Coordination

Collaborate with the Manager of the Patient Care Associates to ensure seamless communication.

Coordinate provider availability and schedule changes, communicating updates to staff and providers as needed.

Support communication between operations, billing, and clinical teams to maintain smooth patient flow and compliance.

Quality & Compliance

Ensure all Medical Assistants align with HIPAA and IMG compliance policies.

Review documentation accuracy in eCW and ensure consistent, timely updates.

Handle sensitive calls (e.g., surgical reductions, benefit cancellations) with professionalism and discretion.

Support audits, reporting, and documentation for internal and external compliance requirements.

Performance Metrics

Clinic check-in and patient satisfaction scores

Accuracy of referral process 

Team training completion and competency levels

Cross-location communication and schedule coordination efficiency

Timeliness and accuracy of documentation in eCW and Monday.com

Qualifications

Experience: Minimum 3–5 years in the Medical Field; multi-site management experience strongly preferred.

Certified MA or CNA (required)

Skills:

• Strong knowledge of eClinicalWorks and scheduling workflows

• Excellent communication, leadership, and organizational skills

• Ability to troubleshoot complex patient scheduling or system issues

• Comfort with Monday.com and other digital workflow tools

• Commitment to patient-centered service and team collaboration

Work Schedule & Travel

Full-time, Monday–Friday.
Travel required between IMG locations (within Central Florida).

Benefits:

Generous Paid Time Off 

Medical, Dental and Vision

All Federal Holidays

Group Life Insurance