Patient Access Clinical Manager Remote

Overview:

The Patient Access Clinical Manager provides oversight to the Patient Access team, delivering high-quality patient care through innovative communication systems and scheduling practices. This role is responsible for implementing department initiatives and overseeing day-to-day activities within the Surgical Scheduling Team, Medical Aesthetics, Benign, and other strategic clinical teams within the Contact Center to meet daily KPIs and business needs. The Patient Access Clinical Manager ensures all team members deliver outstanding customer service to patients, visitors, and staff, consistent with Forefront Dermatology's high standard of patient care.

 

Schedule

• Full-time, 40 hours per week
• Monday–Friday: Must be available to work between 6:30 AM and 6:30 PM CST
• Occasional Saturday and Sunday hours as needed

Travel Requirements

• Up to 25% travel to the Manitowoc Headquarters and/or clinic locations as needed.

 

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:

• Oversee Patient Access staff and operations, providing leadership and support across all Patient Access roles.
• Ensure successful integration and onboarding of new locations and clinicians, using data and metrics to measure effectiveness and identify opportunities for efficiency and retention.
• Coach staff to meet and exceed department KPIs, using data to monitor performance and drive continuous improvement.
• Partner with the Workforce Management Team to forecast staffing needs and develop flexible solutions that maintain service levels.
• Partner with the Quality Team to audit performance, develop action plans, and address trends identified through quality reviews.
• Lead and develop department and individual staff meetings, ensuring time is productive and educational.
• Support the development and delivery of training programs that reflect Forefront's standards and culture, including onboarding and upskill training.
• Play a key role in interviewing, hiring, onboarding, and retaining quality staff, including employee engagement initiatives.
• Apply HR standards consistently related to staff behavior, performance, and attendance, including timely completion of performance reviews.
• Partner with the Telecommunications team to assess, develop, and implement strategic communication methods that improve the patient experience and operational effectiveness.
• Perform other related duties as assigned.

Qualifications:

Education 

• High School Diploma or GED required.
• Bachelor’s degree in business administration, Healthcare Administration or related field preferred. 
• Active Certified Medical Assistant (CMA), Licensed Practical Nurse (LPN), or Registered Nurse (RN) credential required.
• Must obtain Derm Tech certification within 30 days of hire.
• Derm tech completion required within 30 days of employment. 

Knowledge, Skills and Abilities 

• Dermatology experience is preferred. 
• 2+ years’ experience managing a contact center is preferred. 
• Must have 5-years proven people management experience. 
• Proficiency in Microsoft Office Suite, report writing and data analytics is required. 
• Familiarity working with an Electronic Health Record. 
• 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 regarding professional behavior, handling multiple tasks, maintaining a positive attitude, and in response to organizational change and working under pressure. 
• Providing regular feedback/status reports to participant’s management, mentoring and coaching to bridge performance gaps 
• Ability to work effectively and cooperatively with staff, board, patients, 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 act with sense of urgency. 
• Willing to work irregular hours and work against deadlines. 
• Ability to maintain confidentiality of information. 

Physical Demands 

• Ability to communicate in an active multi-office environment. 
• Ability to efficiently operate all job-related software and remote equipment. 
• Ability to communicate via telephone, email, and other electronic solutions. 
• Ability to sit for large portions of a workday. 
• Ability to travel to Patient Access Department Headquarters and/or clinic operation sites as needed 

For this position, the base pay range is $72,000 - $80,000 per year. Individual pay is determined by role, level, location, job-related skills, experience, and relevant education, certifications or training. This position is eligible for annual incentive program.