Patient Services Team Lead

Optima Dermatology•Portsmouth, NH

3d•Remote

About The Position

Optima Dermatology is recruiting an experienced Full Time Patient Services Team Lead to join our growing Dermatology and Medical Aesthetics group Remotely. Reporting directly to the Director of Patient Experience, the Team Lead works to achieve team and departmental goals by leading segments or teams within the patient services team, ensuring all patients are consistently followed up with and that team members follow provider’s instructions, schedule patients for our practices, communicate with the providers; while adhering to established policies and procedures, maintaining confidentiality, and complying with HIPAA standards. The Team Lead provides day-to-day oversight and supervision of assigned team members and ensures KPIs are achieved.

Requirements

High School Diploma/GED required.
Prior dermatology experience required
Must have strong computer skills, proficient In Microsoft Office programs
Medical experience/two years’ experience with scheduling and office support required
Excellent verbal and written communication skills, including but not limited to use of proper grammar and phone etiquette
Excellent customer service skills
Strong interpersonal skills: must be able to work with a team, receive constructive feedback, and work cross functionally with leaders of all levels and directly with providers
Excellent active listening skills and problem-solving ability
Must be able to maintain composure and professionalism even during high stress situation

Nice To Haves

Some college preferred
Leadership experience preferred
Certified, Registered, or licensed Medical Assistant with a combination of education and experience preferred
Maintains Medical Assistant Certification with required CEUs (if applicable)

Responsibilities

Perform duties as assigned in a professional demeanor, which includes interacting with team members, patients, practice staff, and providers
Understand marketing efforts promotions and campaigns, support these efforts through driving team performance, patient interactions, resulting in achievement of expected appointment conversions
Maintain department daily productivity goals with appointment scheduling and patient support while also meeting quality standards as determined by leadership
Communicate with Supervisor and/or Manager on performance and quality control concerns.
Provide support for team members that may be absent or backlogged
Monitor workflows to ensure timely processing of tasks in all systems and mitigates risk to organization.
Act as a resource and assigns daily work tasks.
Develop, implement, teach, and communicate new processes and protocols to staff.
Address patient and practice escalations and ensures that follow-up action is taken and documented.
Conduct one-on-one meetings as requested, call monitoring and call coaching with team members to create a revolutionary patient experience.
Consistently operate within and is measured on ability to build rapport, assign/ensure completion of daily tasks, actively listen, follow up and manage patient correspondence, internal and external communication, service and support, critical thinking, planning, and problem solving.
Work as a collaborative team member within a distributed organization
Demonstrate in-depth knowledge of all departments at Optima.
Follow all HIPAA guidelines and complies with annual training and understands and operates within the associated scope of practice appropriate with background as outlined by company and state applicable guidelines, as needed.
Collaborate with department leadership team to evaluate service needs and adjusts staffing levels accordingly.
Collaborates with the department leadership team to identify and drive quality and performance improvement initiatives.
Monitors and evaluates key processes to identify opportunities for improvement.
Manage projects and workflows as requested
Other duties assigned by the Supervisor, Manager, or Director.