File Clerk Supervisor

File Clerk Supervisor

Under the direction of the Senior Manager for Contracts & Compliance, the File Clerk Supervisor supervises all HOPICS File Clerks and oversees file room operations across all HOPICS locations, including sites without assigned File Clerks. Ensures records management, confidentiality, audit readiness, and compliance with HIPAA, 42 CFR Part 2, and agency requirements.

Supervision & Oversight of File Rooms (All Sites): Directly supervise, schedule, train, coach, and evaluate the performance of File Clerks assigned to accompanied file room sites. Serve as the primary point of contact and functional supervisor for file room operations at unaccompanied file room sites, working with the on-site manager to ensure the File Room Policy and Procedure is enforced. Conduct regular, scheduled inspections/audits of all file rooms (accompanied and unaccompanied) to verify compliance with file room requirements, including locked doors, the two-lock rule, proper labeling, alphabetical filing by client last name, and elimination of loose documents. Monitor and enforce proper use of the File Sign-In/Out Sheet, File Request Form, Audit File Request Form, and Alternative Access procedures across all sites. Ensure File Clerks fulfill routine file requests within the required window and that urgent file requests are prioritized and handled promptly. Ensure all checked-out files, including audit files, are returned to the file room by close of business each day, and follow up on any files not timely returned. Coordinate substitute/alternate file clerk coverage when a site's File Clerk is out of the office, and coordinate with security for alternative access when no File Clerk or supervisor is on-site. Review and audit the inventory lists (active and archive tabs) for every program/site for accuracy, ensuring exited clients' files are properly dated and archived. Oversee compliance with the Mail Handling policy across all sites, including date-stamping, sorting, and distribution of client and staff/agency mail within 48 hours, and maintaining confidentiality of mail content and origin. Coordinate with the appropriate HOPICS or SSG team member to schedule offsite storage pick-up in accordance with program contract requirements. Investigate and resolve discrepancies related to missing, mishandled, or improperly filed materials, and implement corrective action plans as needed. Train new File Clerks and other staff on file room policies and procedures, filing systems, mail handling, and client confidentiality requirements. Recommend and help develop updates or revisions to the File Room Policy and Procedure. Prepare and present reports/summaries on file room compliance, inventory status, and audit readiness to the Sr Manager for Contracts & Compliance. Ensure appropriate documentation and accountability practices (Verifying File Clerk Signature, sign-in/out logs) are consistently followed at every site. Coordinate the retrieval, preparation, and timely delivery of client files and records for internal and external audits, funder site visits, subpoenas, and other authorized records requests, ensuring the Audit File Request process is followed at every site. Review and approve File Clerk timesheets for accuracy and completeness, ensuring hours worked, schedules, and any overtime are properly recorded and submitted by established payroll deadlines. Provide regular one-on-one supervision with direct reports, ensuring consistent coaching and professional development support. Facilitate regular team meetings, maintaining agency standards for supervision at both the individual and team level. Prepare and distribute agendas for all one-on-one and team meetings, ensuring meetings are structured and outcomes-focused. Document supervision sessions and meeting notes in accordance with agency policy. Ensure supervision practices align with funder, licensing, and accreditation requirements as applicable.

Performance Management: Conduct timely performance evaluations; develop and monitor performance improvement plans (PIPs) as needed.

Onboarding & Training: Oversee onboarding of new staff, ensuring training on agency policies, procedures, and ADA/facility protocols.

Staff Scheduling: Manage staff schedules, coverage, and time-off approvals to ensure adequate program coverage.

Policy Implementation: Communicate and enforce updates to agency policies and procedures with the team.

Conflict Resolution: Address interpersonal or performance conflicts within the team in a timely, professional manner.

Budget/Resource Management (if applicable): Monitor program supplies, resources, submit supply requests as needed, or minor budget items relevant to the team.

Cross-Departmental Liaison: Serve as a liaison between the team and other departments (e.g., HR, Compliance, SSG, Security) to ensure smooth communication and coordination.

Maintain regular, punctual attendance and be available to travel between file room sites as needed to meet operational and supervisory demands of the role. Maintain Agency mission and policies. Other duties as assigned. Release of Information Administration - Oversee all Release of Information (ROI) requests. Review, process, and monitor all Release of Information requests. Maintain centralized ROI tracking systems. Coordinate responses with internal departments. Maintain confidentiality of Protected Health Information and Personally Identifiable Information.

Direct File Room Support: Perform hands-on filing, retrieval, and file maintenance duties as needed, particularly to support unaccompanied sites or cover staffing gaps. Assist with locating and retrieving materials from files in response to authorized requests, including during computer/internet outages using paper check-in/out logs. Assist in the creation and maintenance of English/Spanish Intake and Annual Packets, new client charts, and chart labels as needed. Scan and upload documents into the EHR system on an ongoing basis and monitor that all sites are current with scanning requirements. Maintain client service records in compliance with HIPAA, 42 CFR Part 2, and other applicable funding and legal requirements for auditing purposes.

Secondary Functions: Support special projects and new site implementation. Perform other duties as assigned by their immediate supervisor or the Associate Director for Contracts, Compliance and Performance. Overtime, holiday, or weekend work may be required. Demonstrates strong initiative and the ability to work independently with minimal supervision. Effectively manages time, prioritizes competing responsibilities, sets clear goals, and ensures assigned tasks are completed accurately and on schedule. Maintains accountability by tracking progress, communicating challenges promptly, and following all responsibilities through completion.

Minimum Qualifications - Knowledge, Skills and Abilities Required: Associate degree required; Bachelor's preferred or 3 years records management experience. Minimum of two (2) years of experience in file/records management, medical records, or a related administrative role, including at least one (1) year in a lead or supervisory capacity. Working knowledge of HIPAA, 42 CFR Part 2, and other client confidentiality regulations. Demonstrated ability to train, coach, and supervise staff across multiple sites. Valid CA Driver License, background check and employment eligibility verification.

Non-Essential Qualifications - Knowledge, Skills and Abilities: Experience in homeless services, healthcare, or behavioral health. Skilled at utilizing computer programs including but not limited to Word, Excel, Access, Google Sheets, and electronic health record (EHR) systems. Strong organizational, communication, and problem-solving skills.

Supervisory Responsibilities: This person will be responsible for supervising all HOPICS File Clerks.

Environmental Conditions (Working Conditions): The File Clerk Supervisor will work in an office setting and will regularly travel between HOPICS sites and offsite archive locations. S/he may be exposed to aggressive, sometimes noisy, loud, and disruptive clients and must work in conjunction with staff at multiple sites. There is some responsibility to work in noisy environments where adults are free to talk loud and expressive.

Physical Requirements: The File Clerk Supervisor will be required to lift, carry, walk, sit, push, pull, and work a flexible schedule; must be able to move continuously during work hours and able to lift and/or carry 50 to 75 pounds. The File Clerk Supervisor will spend time sitting, standing, walking, carrying (max. 20 lbs), listening, speaking, and traveling between sites.

Mental Requirements: The File Clerk Supervisor must be able to handle interruptions, changes in priorities/work schedules across multiple sites, and be able to process information, think, and conceptualize amid constant distractions, interruptions, and uncontrollable changes in priorities/work schedules.