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Overview

The Patient Access Clinical Manager leads the Patient Access team in delivering excellent patient care by utilizing innovative communication methods and efficient scheduling practices. This position supervises daily operations within the Surgical Scheduling Team, Medical Aesthetics, Benign, and other strategic clinical groups in the Contact Center to achieve daily key performance indicators and meet business objectives. The manager ensures all team members provide exceptional customer service to patients, visitors, and staff, upholding Forefront Dermatology's high standards of care.

Work Schedule and Travel

This is a full-time role, requiring 40 hours per week.
Work hours are Monday through Friday, during a window from 6:30 AM to 6:30 PM Central Standard Time.
Occasional weekend work (Saturday and Sunday) may be necessary.
Up to 25% travel is expected to the Manitowoc Headquarters and various clinic locations as required.

Benefits and Perks

Comprehensive health, dental, and vision insurance coverage.
Access to a Health Savings Account.
Eligibility for competitive paid time off and holiday pay.
Company-paid life insurance and long-term disability benefits for full-time employees.
Optional voluntary short-term disability and supplemental life insurance.
Additional insurance options tailored to employee needs.
401K retirement plan with employer matching contributions.
Employee discount programs and various other benefits.

Primary Duties

Supervise and provide leadership for the Patient Access staff and their daily functions.
Manage onboarding and integration of new clinics and healthcare providers, using data to evaluate effectiveness and enhance retention and efficiency.
Guide staff to meet or exceed department KPIs, leveraging data analytics to monitor progress and drive improvements.
Collaborate with Workforce Management to anticipate staffing requirements and craft flexible approaches to maintain service quality.
Work with the Quality Team to audit performance, develop corrective action plans, and address any identified trends.
Organize and lead effective and informative department and individual team meetings.
Support the design and implementation of training programs consistent with the organization’s standards and culture, including onboarding and skills enhancement.
Play an active role in recruiting, hiring, onboarding, and retaining high-quality staff, including employee engagement efforts.
Enforce human resources standards fairly, particularly regarding staff conduct, performance, attendance, and timely completion of performance appraisals.
Partner with Telecommunications to explore and implement innovative communication strategies enhancing patient experience and operational productivity.
Carry out additional related responsibilities as assigned.

Qualifications

Minimum educational requirement: High School Diploma or GED.
Bachelor’s degree in Business Administration, Healthcare Administration, or related fields is preferred.
Active certification as Certified Medical Assistant (CMA), Licensed Practical Nurse (LPN), or Registered Nurse (RN) is mandatory.
Derm Tech certification must be obtained within 30 days of hire.

Knowledge, Skills, and Abilities

Preferred experience in dermatology.
At least two years of contact center management experience is desirable.
A minimum of five years’ proven experience in people management.
Proficient in Microsoft Office Suite, report writing, and data analytics.
Experience with Electronic Health Records (EHR) systems.
Strong customer service orientation.
Excellent verbal and written communication skills.
Demonstrated leadership capabilities by setting professional examples, multitasking, maintaining a positive outlook, and adapting to organizational changes and pressure.
Providing consistent feedback and status updates to management, mentoring staff to close performance gaps.
Ability to work cooperatively with staff, board members, patients, and the public.
Effective multi-tasking, prioritization, working independently and collaboratively within teams.
Efficient time management contributing to organizational productivity and effectiveness.
Ability to act promptly with a sense of urgency.
Flexibility to work irregular hours and meet deadlines.
Maintain confidentiality of sensitive information.

Physical Requirements

Capability to communicate effectively in a dynamic, multi-office environment.
Skillful usage of job-specific software and remote equipment.
Ability to communicate through telephone, email, and other electronic media.
Ability to remain seated for extended portions of the workday.
Willingness and ability to travel to the Patient Access Department headquarters or clinical sites as necessary.

Compensation and Additional Information

The salary range for this position is $72,000 to $80,000 annually. Actual pay is determined by role, level, location, job-related skills, experience, and relevant education, certifications, or training. The role is also eligible for an annual incentive program.

Forefront Dermatology emphasizes secure communication practices and will never request personal data such as social security or banking details through texts or emails, nor use external messaging apps like WireApp or Skype for candidate communications. Report suspicious communications by deleting them.

The organization is committed to equal employment opportunity and upholding a workplace free from discrimination based on age, race, religion, color, disability, marital status, sex (including pregnancy), national origin, ancestry, ethnicity, sexual orientation, gender identity or expression, genetic information, veteran or military status, or other legally protected categories.

Reasonable accommodations for medical conditions or disabilities during the application process can be requested by contacting Human Resources.

Patient Access Clinical Manager