Pathology Coordinator Supervisor (49116)

Platinum Dermatology Partners LLC•Scottsdale, AZ

About The Position

Platinum Dermatology Partners is a network of high-quality dermatology clinics that focus on collaborative and innovative ideas to drive growth. We offer general dermatology, cosmetic, medical, plastic surgery, and cancer screening treatments. We have over 120 clinics, over 350 providers, and more than 2200 employees in clinics across Texas, Arizona, California, Nevada, and Florida. We are a rapidly growing company that allows our doctors to focus on providing exceptional care without worrying about the operational side of the business. Our core values focus on collaboration, ownership, respect, excellence, authenticity, and integrity. Our purpose is to empower the practice of exceptional dermatology. The Call Center Supervisor is responsible for overseeing daily operations of the pathology and scheduling queues, ensuring high-quality patient service, and maintaining team productivity. This role provides leadership, performance monitoring, and coaching to staff while ensuring key performance indicators (KPIs) and scheduling goals are met.

Requirements

High School Diploma required or GED is required.
Minimum 5 years of leadership experience.
Minimum two years’ experience with scheduling and strong communication skills.
Quality written and verbal communication skills.
Professional in appearance and mannerisms.
Understand dermatology terminology.
Able to demonstrate compassion and caring in dealing with others, patients, and coworkers alike.
Able to prioritize tasks, understand the provider’s instructions, and know when to seek information or advice

Nice To Haves

Certification not required (i.e., Surgical scheduling or Dermatology background etc.)

Responsibilities

Oversee daily Pathology Queue volumes and overall call center workflow.
Monitor inbound and outbound calls to ensure quality, professionalism, and adherence to standards.
Provide real-time support to team members when assistance is needed.
Foster a positive and supportive work environment through active listening and constructive feedback.
Motivate and recognize outstanding performance.
Address patient concerns, complaints, and escalated calls as needed.
Monitor staff attendance, tardiness, breaks, lunches, and pause times.
Track and communicate team production metrics including: Call volume Scheduling volume Calls waiting Abandonment rate Average talk time Run weekly performance incentives.
Monitor overtime (OT); obtain Director approval prior to authorization.
Continuously evaluate queue performance and identify improvement opportunities.
Review provider schedules daily and identify scheduling opportunities.
Proactively plan at least five (5) days in advance to ensure schedules are optimized and filled.
Communicate scheduling opportunities clearly and consistently to staff.