MA Lead, Nursing Information Center

About the role

Family Health Centers of San Diego (FHCSD) is a leading community health center providing comprehensive care to over 227,000 patients annually. The NIC department plays a crucial role in ensuring high-quality, efficient care and communication.

Responsibilities

• Provide day-to-day oversight of the NIC department, monitoring staff performance, workload distribution, and workflow efficiency.
• Ensure quality and accuracy of NIC outputs, identifying gaps and implementing performance improvement strategies as needed.
• Serve as the first point of escalation for NIC staff on workflow, clinical, and operational questions.
• Report on team performance, capacity, and departmental metrics to the Associate Director, RN Nursing Communications and the VP of Patient Access.
• Support the Associate Director, RN Nursing Communications with operational integration into Patient Access, managing workflows and transition milestones.
• Maintain project timelines, process documentation, and progress reporting.
• Perform telephone patient engagement as assigned by the manager, using a clear protocol on all calls.
• Navigate FHCSD programs and services, assist with transitional care activities, and support population health management functions and interventions.
• Schedule appointments for patients requiring more than basic information and establish a Primary Care Physician (PCP).
• Reinforce patient/family education and promote the importance of continuity of care.
• Attend staff meetings and in-services or complete make-up assignments.
• Follow FHCSD policies and procedures to ensure positive patient outcomes.
• Perform other duties as assigned.

Requirements

• Medical Assistant diploma from an approved course required.
• Certified Medical Assistant – preferred.
• High School Graduate (or GED equivalent) required.
• Or equivalent combination of education and experience that provides the skills, knowledge, and ability to perform the essential job duties, and which meets any required state or federal certification requirements.
• Current American Heart Association healthcare provider CPR (BLS), Advanced Cardiac Life Support, Advanced Trauma Life Support, or Advanced Resuscitation Training required.
• Traveling between sites and other locations is required as an essential function of the job.
• Must have a car, a valid California driver’s license, and proof of minimum levels of car insurance as required under California law, although limits of $100,000 are recommended.
• An acceptable driving record is also required.
• California law requires all drivers to obtain a valid California driver’s license within ten days of establishing residency.
• Mileage and other reimbursement are governed by policy.

Experience/Specialized Skills (including Language)

• At least 3 years of experience in an ambulatory care setting or a similar setting.
• Bilingual in English/Spanish required.
• At least 1 year of experience in a Preceptor, Lead, or Supervisory position preferred.
• Ability to display cultural sensitivity and respect for ethnically and culturally diverse patient populations.

Physical Requirements/Working Environment

• Bending (neck): OCCASIONALLY (1 - 3 HRS)
• Bending (waist): OCCASIONALLY (1 - 3 HRS)
• Carrying 0 - 10 lbs: NEVER
• Carrying 11 - 25 lbs: NEVER
• Carrying 25 - 50 lbs: NEVER
• Carrying 51 - 75 lbs: NEVER
• Carrying 75 lbs: NEVER
• Climbing (ladder): NEVER
• Climbing (stairs): RARELY (0-1 HRS)
• Driving: To drive from one clinic or another, or in the community: AS NEEDED
• Exposure to blood borne pathogens and biohazards: YES
• Exposure risk to aerosol-transmitted diseases-YES
• Exposure to dust, gas, fumes, or chemicals: Office Supplies chemicals.
• Fine manipulation: OCCASIONALLY (1 - 3 HRS)
• Kneeling: RARELY (0-1 HRS)
• Lifting 0 - 10 lbs: NEVER
• Lifting 11 - 25 lbs: NEVER
• Lifting 25 - 50 lbs: NEVER
• Lifting 51 - 75 lbs: NEVER
• Lifting over 75 lbs: NEVER
• Power Grasping: RARELY (0-1 HRS)
• Pulling 0 - 10 lbs: RARELY (0-1 HRS)
• Pulling 11 - 25 lb: RARELY (0-1 HRS)
• Pulling 25 - 50 lbs: RARELY (0-1 HRS)
• Pulling 51 - 75 lbs: RARELY (0-1 HRS)
• Pulling over 75 lbs: RARELY (0-1 HRS)
• Pushing 0 - 10 lbs: RARELY (0-1 HRS)
• Pushing 11 - 25 lb: RARELY (0-1 HRS)
• Pushing 25 - 50 lbs: RARELY (0-1 HRS)
• Pushing 51 - 75 lbs: RARELY (0-1 HRS)
• Pushing over 75 lbs: RARELY (0-1 HRS)
• Reaching (above shoulder level): OCCASIONALLY (1 - 3 HRS)
• Reaching (below shoulder level): FREQUENTLY (3 - 6 HRS)
• Repetitive use of hand: OCCASIONALLY (1 - 3 HRS)
• Simple Grasping: CONSTANTLY (6+ HRS)
• Sitting: FREQUENTLY (3 - 6 HRS)
• Standing: FREQUENTLY (3 - 6 HRS)
• Twisting: RARELY (0-1 HRS)
• Use of Personal Protective Equipment: No
• Walking: OCCASIONALLY (1 - 3 HRS)
• Working around equipment and machinery: Office Equipment and Supplies
• Ages of Patients Served: All Ages