Clinical Support Specialist - Medical Assistant at Upstate Family Health Center Incorporated – Utica, New York

Upstate Family Health Care Inc. is a Federally Qualified Health Center (FQHC) offering family health care services to individuals of all ages.
We are committed to providing quality health care for everyone in order to build a healthier community.

Upstate Family Health Center provides a comprehensive total compensation package including competitive compensation, a generous paid time off package, a benefits package including medical, dental, vision, FSA, HRA, Life Insurance, and 403(B) with company match.

We are currently seeking passionate and dedicated Licensed Practical Nurses or Medical Assistants to join our team.
Clinic is open Monday – Friday.

Position Overview
The Clinical Support Specialist – MA is a dual-function role designed to improve patient access, operational efficiency, and clinical workflow. This role integrates both clinical responsibilities and patient access/front desk functions. Individuals in this role are part of the clinical team and may be dynamically assigned based on real-time patient volume and operational needs.
This position is open to Certified Medical Assistants (CMA) or individuals with a minimum of two (2) years of Medical Assistant experience in a primary care or acute care setting
Upon successful completion of hybrid cross-training, demonstration of competency, and operational readiness, employees are promoted to the title of Clinical Support Specialist and receive a $3.00 per hour differential added to their base clinical pay rate.

Essential Roles and Responsibilities
Front Desk / Patient Access Responsibilities:
• Greet patients and complete registration and check-in using eClinicalWorks (eCW)
• Verify insurance eligibility, collect co-pays, and update demographic and financial information
• Schedule appointments and ensure correct visit type selection
• Manage cancellations, rescheduling, walk-ins, and sliding fee scale processes
• Utilize approved scripting for patient communication and policy enforcement
Clinical Responsibilities
• Room patients and obtain vital signs (BP, pulse, temperature, SpO₂, height, weight)
• Meet daily performance and productivity goals.
• Document intake data accurately in eClinicalWorks
• Perform point-of-care testing (e.g., glucose, urine dipstick) within scope of practice
• Prepare and restock exam rooms
• Provide basic triage and escalate when necessary
Operational Support
• Coordinate with providers to reduce patient bottlenecks and improve throughput
• Support follow-up communications via phone and portal encounters
• Participate in quality improvement, vaccination workflows, and supply management
• Maintain flexibility to perform either clinical or front office duties based on daily needs
Universal Duties
• Attend department meetings and mandated continuing education/training programs.
• Comply with all pertinent regulatory and agency regulations and operating standards.
• Establish a positive work environment that fosters communication between supervisors and employees.
• Participate in team activities, including meetings, trainings, and committees.
• Perform other duties as assigned.
Education and Experience Requirements
• High School Diploma or GED required.
• Certified Medical Assistant (CMA) or minimum of two (2) years of MA experience in a primary care or acute care setting.
• Current BLS Certification.
• Minimum of 1 year of clinical experience in an outpatient or primary care setting.
• Proficiency with electronic medical records (eClinicalworks preferred)
• Prior experience in patient registration or insurance verification preferred.
• Bilingual skills preferred (Spanish, Dari, Farsi, Bosnian, or Arabic)
• Intermediate PC skills (Excel, PowerPoint, Word, Outlook, SharePoint).
• Ability to act calmly and effectively in an emergency situation.
• Flexibility to respond to changing demands.
• Exceptional communication and interpersonal skills.
Knowledge, Skills, and Abilities (KSAs)
• Core values consistent with a patient- and family-centered approach to care.
• Demonstrates professional, effective, and tactful communication skills, including written, verbal, and non-verbal.
• Positive attitude and respectful, professional customer service.
• Acknowledges patient’s rights on confidentiality issues, maintains patient confidentiality at all times, and follows HIPAA guidelines and regulations.
• Acts as a patient advocate, responding with empathy and respect to resolve patient and family concerns.
• Commitment to equitable, culturally sensitive patient care.
• Continues to educate self on providing quality care and improving professional skills.
• Applies and shares knowledge, expertise, and best practices with the team.
• Supports the mission, core values, and objectives of the organization.
• Displays flexibility and openness in daily work and encourages others to stay open to change and improvement.
• Adapts to changing priorities, new ideas, strategies, procedures, and methods.
• Respects coworkers and adapts behaviors to work effectively with varying people and situations.
• Accumulates all relevant information before making job-related decisions.
• Presents well-considered alternatives when making recommendations.
• Ability to multitask and manage time. Makes decisions in a timely manner.
• Complies with quality assurance, OSHA, infection control, safety, and other policies.
Work Environment / Physical Demands
• Ability to stand and walk for extended periods
• Ability to lift/ carry up to 60 pounds and assist patients as needed
• Must be able to bend, stoop, crouch, kneel, twist, and perform repetitive clinical and administrative tasks
• Blood Borne Pathogen Category (OSHA) – Category I – Job related tasks involve exposure or potential exposure to blood, body fluids, or tissue and tasks are a condition of employment
• Must establish effective working relationships, maintain confidentiality, communicate clearly, follow written/oral instructions, and perform duties with accuracy and professionalism.

Hybrid Role Differential:
- An additional $3.00 per hour will be added upon completion of cross training and competency certification for the Specialist position.
Productivity Incentive Eligibility:
- Employees who exceed Rooming Equivalent expectations may be eligible for productivity-based bonuses in accordance with organizational policy,
Benefits:
• 403(b)
• Health/ Dental/ Vision Insurance
• Life insurance
• Paid time off
• Retirement plan
Medical Specialty:
• Primary Care
Physical Setting:
• Clinic On Site
Ability to Commute:
• Utica, NY 13502 (Required)
Ability to Relocate:
• Utica, NY 13502: Relocate before starting work (Required)
Work Location: In person
Upstate Family Healthcare is an Equal Opportunity Employer.