Dermatology Specialists is the premiere private dermatology practice in the Twin Cities. Our practice of fourteen board certified dermatologists and ninety employees provides comprehensive medical, surgical, cosmetic and pediatric dermatologic care. We are growth minded, entrepreneurial and pride ourselves on being a place where great people and great ideas can shine. We value independent thought and autonomy within a team environment. Our core values are built on accountability, being a team player and displaying a caring demeanor in all aspects of daily interaction. We pride ourselves on building relationships that stand the test of time with all individuals we encounter.
Job Summary
Dermatology Specialists is looking for a Call Center Manager to join our growing team. The Call Center Manager is responsible for managing and coordinating the daily operations of the scheduling department. Including medical and cosmetic patient scheduling, directly managing a hybrid working team, staff development and leadership support for the reception department. The Call Center Manager will manage all aspects of the patient scheduling process by monitoring physician's schedules, new patient allocation, open appointment slots, and patient follow-up.
Duties and Responsibilities
Create and manage staff schedules; assign and evaluate staff, adjusting hours and shifts to meet business needs.
Monitor and approve timecards and paid time off requests.
Monitor employee breaks and assigned lunches.
Monitor and review physician schedules for accuracy, filled according to set guidelines and productivity.
Proactively manage new patient allocations and open appointment slots.
Monitor answering service and website emails; ensuring timely follow up to the patient
Manage reminder calls/texts/emails within the Relatient platform.
Manage patient portal invites, patient questions, and administrative set up.
Serve as the point of contact for physician call ins and time off requests.
Manage the physician scheduling template process in scheduling software.
Patient Experience-ensuring best practice and core values are met by each team member.
Patient Relations- addressing patient concerns and complaints within Dermatology Specialists core values.
Employee Development- including internal and external training opportunities in all departments. Ensure employees are meeting training requirements to be successful in their positions.
Work directly with the Human Resources Manager in all aspects surrounding departmental recruitment and onboarding.
Daily monitoring of staff productivity using phone software and reporting systems.
Train staff on established departmental policies and procedures. As well as development and implementation of new department policies and procedures.
Assist and resolve physician concerns.
Actively take patient calls, as business need requires. Answer each call in a polite, prompt, helpful manner and ensures efficient transfer of care to other staff members as appropriate.
Provide excellent customer service skills and ability to effectively and respectfully interact with unsatisfied patients and employees.
Maintain the accuracy of patient accounts by obtaining, recording, updating and verifying personal and financial information.
Exercise problem solving and conflict resolution skills when handling patient complaints; referring patient complaints to appropriate management team members as needed.
Empower employees to achieve excellence and high patient satisfaction through enabling, recognizing and rewarding their contributions.
Monitor compliance; ensuring clinic policies and procedures are followed.
Adherence to HIPAA privacy rules and regulations.
Active role in opening and closing the clinic.
Complete other duties as assigned.
Facilitate and participate in quarterly physician and staff pod meetings.
Key Competencies
Strong organizational and analytical skills.
Focus on accuracy and attention to detail.
Growth mindset and leadership capacity to develop self and others.
Commitment to excellence and high standards.
Excellent written and verbal communication skills.
Work with a team mentality and contribute to the overall business function of the organization.
Versatility, flexibility, and a willingness to work within constantly changing priorities with enthusiasm.
Must be able to speak, read, write, and understand the primary language(s) used in the workplace.
Ability to effectively communicate with people at all levels and from various backgrounds.
Proficient in Microsoft Word and excel, Outlook.
Job Qualifications
The candidate must have a high school diploma or GED, associate or bachelor's degree preferred with experience handling a wide range of administrative and executive support related tasks and possess the ability work independently with little to no supervision.
The ideal candidate possesses a strong work ethic, demonstrates independent thinking, leadership, accountability, solution based and positive communication skills. Energetic professional who does not mind wearing multiple hats. The candidate will need to be well organized, flexible and enjoy the administrative challenges of supporting an office of diverse individuals.
As a condition of employment, Dermatology Specialists does require current Influenza vaccinations.
Working conditions
We operate a positive and professional environment for patients and staff. Our physicians and staff at Dermatology Specialists take pride in our work as caring health professionals while keeping the patient's best interest in mind.
Daytime hours Monday through Friday as determined by the Director of Operations.
Physical requirements
Office work required to stand, walk, sit, and carry items less than 25 pounds. Continually utilize visual acuity to operate equipment, read technical information, and/or use a keyboard.