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Manager of Medical Support

Chicago, Illinois
Job Type
19 May 2023
Mission: Rooted in LGBTQ+ liberation, Howard Brown Health provides affirming healthcare and mobilizes for social justice. We are agents of change for individual wellbeing and community empowerment.
Vision: Howard Brown Health envisions a future where healthcare and transformative social policies actualize human rights and equity for all.
Community-based health clinics in some of Chicago's most underserved neighborhoods
The largest LGBTQ health provider in the Midwest
Latinx inclusive community based on respect, equal opportunity, and appreciation of diversity to provide the culturally competent support and services within Howard Brown Health.

What is in it for you:

A commitment to work-life balance with:
3-weeks paid vacation and 1-week of personal time
12 accrued sick days per year
9 paid holidays, including Juneteenth
PTO Exchange allows employees to turn unused PTO into liquid assets
Employer-sponsored health, dental, and vision insurance with two PPO plans and an HMO plan.
BCBS HMO, PPO, and PPO Select Plans
HMO premium = $ 34.40 /month
BCBS Dental premium = $ 13.00/month
EyeMed Vision premium = $ 6.52/month
401k program with up to 5% employer match after 90 days = $1,700+
Employer-paid basic life insurance valued at one times the annual salary
Voluntary Life and AD&D, and Short-term and Long-term disability
Up to $720 pre-tax commuter and parking benefit account
Flexible Spending Accounts for healthcare and dependent care
Tuition Reimbursement and Student Loan Forgiveness Programs; NHSC & PSLF
Employee Assistance Program with 5 employer-paid counseling sessions
50% off at Brown Elephant Resale Shops and discounts at local businesses

What you can expect:

The Manager of Medical Support manages the assessment, planning, training, implementation, evaluation, and optimization of referrals, prescription prior authorizations, and medical records (or Health Information Management) teams. The Manager of Medical Support serves as the primary interface between clinical services, operations, information technology/EMR, and their assigned teams/functions to ensure multi- and inter-disciplinary coordination. This role partners with clinical and other operational leadership in day-to-day activities, partners with the Risk and Compliance Officer to ensure superior regulatory compliance, and leads teams under the direction of the Chief Information Officer in ensuring staff provides a variety of services for patients and visitors.

How you will make an impact:

Manages and oversees the organization and coordination of efficient operational activities associated with patient referrals, medical records, and prior authorizations to ensure that patients obtain healthcare follow up services with clinics, partnering specialty providers, and community organizations resulting in continuity of care for all patients.
Manages, trains, evaluates, motivates, recruits, and develops direct reports through communicating expectations, providing coaching and feedback, monitoring and managing staff performance, and providing development opportunities on a regular basis.
Develops and maintains the departmental staffing schedule, continually reviews data to identify peaks/valleys in work volume, and adjusts staffing levels to meet the demands of the organization and established service level agreements (SLAs).
Ensures the quality of medical/health records through verification of completeness, accuracy, and proper entry into computer and information systems.
Manages staffing needs including requesting, identifying, interviewing, and hiring new staff members.
Reviews the daily priorities, schedules lunch and breaks for staff within the department, and focuses on process improvement using industry best practices.
Provides coverage for supervisors or team leads, as necessary.
Collaborates with appropriate departments, teams, and leadership to confirm staff involvement and competency for standard work and assigned projects, as appropriate.
Ensures and safeguards confidentiality of patient charts/records, and ensures compliance with all local, state, and federal laws pertaining to medical records, and all HIPAA regulations concerning use, retrieval, storage, and sharing of medical records and protected health information (PHI).
Provides support to staff for escalated inquiries and patient grievances, as necessary.
Communicates barriers, work backlogs, and other difficulties in meeting deadlines, to executive leadership for operations improvement.
Performs periodic audits of the team's work product and provides coaching and training to staff on customer service, workflow, and documentation.
Ensures adherence to Howard Brown Health core values and superior customer service expectations.
Participates in emergency preparedness plans as dictated by policies and procedures.
Performs related duties as assigned.

What you will bring to Howard Brown Health:

Education and Experience:

Associate's Degree or High School Diploma/GED or equivalent, and 7 or more years of experience in medical support or clinical operations are required. 3 or more years of the required experience must be in a leadership or supervisory role.


A Bachelor's degree and 3 years of medical support leadership experience are required.

Experience in creating reports and analytics is required.

Knowledge, Skills, and Abilities:

Ability to create a patient-centered environment that recognizes values and advances the organization's mission
Strong oral and written communication skills
Knowledge of how to use metrics to manage staffing and monitor service level agreements (SLAs)
Knowledge and understanding of the business of health care and financial acumen
Strong customer service and client orientation skills
Intermediate skills in Microsoft Office tools (Word, PowerPoint, SharePoint, Excel, Outlook)
Knowledge and understanding of Diversity, Equity, and Inclusion (DEI) principles
Ability to performs work under minimal supervision
Ability to skillfully handle complex issues and problems as they arise
Strong organizational skills and ability to manage time efficiently
Willingness and desire to work with the LGBTQ+ community


Experience in a primary care provider practice/network is preferred.
Ability to manage multiple physician practice locations is preferred.
Experience with managing a team for 2 or more years is preferred.
EPIC EHR experience is preferred.
Bilingual - Spanish/English is preferred.
Familiarity with Six Sigma or lean concepts is preferred.

Working Conditions:

Fast-paced environment. Varying shifts to include some Saturday and evening hours. Space is limited and shared for optimal usage. Will be required to work at other Howard Brown locations.


(Physical demands that must be met in order to successfully complete the essential functions of the job)

Requires ability to speak audibly and listen actively.
Requires ability to use computers, telephones and other office equipment.
Requires ability to sit for extended periods of time.
May require occasional bending and lifting up to 25 pounds.
May require periodic travel.

Equal Opportunity Statement:

Decisions and criteria governing the employment relationship with all employees at Howard Brown Health Care are made in a non-discriminatory manner, without regard to race, color, creed, religion, national origin, sex, marital status, pregnancy, disability, sexual orientation, gender expression, veteran status, age, FMLA status, or any other factor determined to be unlawful by federal, state or local statutes.
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  • Job Reference: 1010173415-2
  • Date Posted: 19 May 2023
  • Recruiter: Howard Brown Health
  • Location: Chicago, Illinois
  • Salary: On Application
  • Sector: Healthcare & Medical
  • Job Type: Permanent