Overview
The Patient Access Clinical Supervisor will provide oversight, development, and management to clinic/clinicians and front-line staff which deliver high-quality patient care through innovative communication systems and scheduling practices. The Patient Access Clinical Supervisor is responsible for implementing department initiatives and overseeing day-to-day activities within the Patient Access Department to meet daily quality and service experience to our staff, patients and clinicians.
Forefront Dermatology sets a high standard of patient care, and the Patient Access Supervisor will ensure all team members are providing outstanding customer service to all customers including patients, visitors, and staff.
Schedule
- Full-time, 40 hours per week
- Monday - Friday 8AM-430PM Central Time
Travel Requirements
Here are just a few things we offer:
- Access to health, dental, and vision insurance
- Health Savings Account
- Eligible for competitive PTO and Holiday pay
- Company paid life insurance and long-term disability (full-time only)
- Access to voluntary short term disability insurance (full-time only)
- Access to supplemental life insurance
- Additional insurance offerings to meet your needs
- 401K with employer match
- Employee discount programs
- And much more!
Responsibilities
Overall Operations
Oversee clinic/clinicians’ operations from patient access perspective; provide leadership and support to Clinic Team Leads, Regional Clinic Manager and Clinicians as appropriate.
Ensures effective integration and onboarding of new clinics and clinicians and works with existing clinics/clinicians to provide high-quality patient care to maintain retention and growth.
Apply strong experience in project management.
Exhibit the highest ethical standards and treat others with dignity and respect.
Key role in development and maintenance of clinic and clinician positive relationships.
Responsible for the Professional Preferences portal and ensures it is accurately reflecting clinicians’ protocols and up-to-date.
Effectively utilize data and reporting to manage and optimize employee and patient experience to key performance indicators and service level expectations.
Responsible for meeting individual and team KPI metrics and quality assessments setting and achieving these goals.
Develop, implement, and maintenance of department, team and individual goals.
Oversee staff day-to-day performance and productivity.
Training and Development
Establish standards of performance to align with clinic/clinician preferences handling workflows.
Implement audit programs which align with Patient Access performance and quality standards.
Understand, apply, and ensure HIPAA compliance.
Coaches staff to meet department standards to meet and exceed department quality and KPI metrics; utilize data to monitor performance and success.
Perform annual performance reviews and develop annual growth plans as needed.
Staffing
Plays a role in the interviewing and hiring of qualified staff to meet the strategic department staffing plan.
Utilizes data to meet department standards to meet and exceed quality and service levels; utilizes data to monitor performance and success.
Apply Human Resource standards related staff behavior, performance and attendance
Leadership
Responsible for the direct report alignment of support patient access staff and/or leaders.
Responsible for the ongoing strategic planning for patient access department.
Participate in mentorship program as needed.
Must attend mandatory meetings which include but are not limited to Partnerships/Onboarding, Customer Service, Department and Staff Meetings.
Perform other related duties as assigned.
Qualifications
Education
Bachelor's degree in Business Administration, Healthcare Administration or related field preferred.
Required: Medical Assistant Certification from a nationally accredited certifying organization (such as NHA, NCCT, AAMA, AMT, or NAHP) is required.
Ongoing professional development annually.
1-3 years leadership or management experience preferred.
Minimum post high-school education in medical support field: Certified Medical Assistant, Licenses Practical Nurse or Registered Nurse required.
Derm tech completion required within 30 days of employment.
Knowledge, Skills and Abilities
Dermatology experience is preferred.
Experience managing a contact center is preferred.
Must have proven management experience.
Must be a Certified Medical Assistant, Licenses Practical Nurse or Registered Nurse
Proficiency in Microsoft Office Suite
Proficient in basic computer functions and ability to learn new software effectively.
Ability to act with sense of urgency
Familiarity working with an Electronic Health Record.
Proficiency in contact center technology
Strong customer service experience is required.
Must possess excellent written and verbal communication skills.
Demonstrated leadership experience. Must be able to demonstrate leadership by serving as an example to others with regard to professional behavior, handling multiple tasks, maintaining a positive attitude, and in response to organizational change.
Ability to work effectively and cooperatively with staff, board, clients, and the public.
Ability to multi-task, prioritize appropriately, and work well both individually and as part of a team.
Ability to use time productively and contribute to high levels of company operational efficiency and effectiveness.
Ability to maintain confidentiality of information.
Physical Demands
Ability to communicate in an active multi-office environment.
Ability to communicate via telephone, email, and other electronic solutions.
Ability to sit for large portions of a workday.
For this position, the base pay range is $45,000-$48,000 per year. Individual pay is determined by role, level, location, job-related skills, experience, and relevant education, certifications or training.