Remote Patient Access Team Lead - Forefront Dermatology

Come join our team! We have an immediate leadership need for a remote Patient Access Team Lead! If you are seeking an opportunity to create a winning culture for staff, best-in-class clinic operations, and outstanding experiences for patients, then a career at Forefront may be the perfect fit for you!

Summary

The Team Lead 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 Team Lead 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 patients and clinicians.

Forefront Dermatology sets a high standard of patient care, and the Patient Access Team Lead will ensure all team members are providing outstanding customer service to all customers including patients, visitors, and staff.

Here are just a few things we offer:

Access to health, dental, and vision insurance, Health Savings Account $500 matching contribution, eligible for 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 additional life insurance eligible for Accident and Critical Illness Insurance, Hospital Indemnity and Cancer, Guardian401K with employer contribution profit sharing, employee discounts, and much more!

Essential Functions

Operations

1. Oversee clinic/clinicians’ operations from patient access perspective; provide leadership and support to Clinic Team Leads, Regional Clinic Manager and Clinicians as appropriate.
2. 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.
3. Apply strong experience in project management.
4. Exhibit the highest ethical standards and treat others with dignity and respect.
5. Key role in development and maintenance of clinic and clinician positive relationships.
6. Responsible for the Professional Preferences portal and ensures it is accurately reflecting clinicians’ protocols and up to date.
7. Effectively utilize data and reporting to manage and optimize employee and patient experience to key performance indicators and service level expectations.
8. Responsible for meeting agent and team KPI metrics and quality assessments setting and achieving these goals.
9. Develop, implement, and maintenance of department, team and agent goals.
10. Oversee staff day-to-day performance and productivity.

Training and Development

1. Maximize and enhance the patient and clinician experience, setting high standards for accuracy in collecting and entering patient data.
2. Establish standards of performance to align with clinic/clinician preferences handling workflows.
3. Implement audit programs which align with Patient Access performance and quality standards.
4. Evaluate and coordinate training programs with the training team that represent the company’s ideals, standards, culture and Patient Access quality processes.
5. Understand, apply, and ensure HIPAA compliance.
6. Coaches staff to meet department standards to meet and exceed department quality and service levels; utilize data to monitor performance and success.
7. Perform annual performance reviews and develop annual growth plans as needed.

Staffing

1. Plays a role in the interviewing and hiring of qualified staff to meet the strategic department staffing plan.
2. Utilizes data to meet department standards to meet and exceed quality and service levels; utilizes data to monitor performance and success.
3. Apply Human Resource standards related staff behavior, performance and attendance

Perform other related duties as assigned.

Education

• High School diploma or GED/HSED equivalent is required.
• Bachelor's degree in business administration, healthcare administration or related field preferred.
• Graduate or clinically trained in nursing or as a medical assistant is required for Surgical Scheduling Team.
• Successful completion and ongoing professional development annually per direction of Management.

Knowledge, Skills & Abilities

• Dermatology experience is preferred.
• Experience managing a contact center is preferred.
• Must have proven management experience.
• 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.
• 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.