Join Our Team at Skin and Cancer Institute!

Are you passionate about dermatology and skin health? Do you thrive in a dynamic, patient-focused environment? Skin and Cancer Institute is looking for dedicated professionals to join our team!

Why Join Us?

At Skin and Cancer Institute, we are committed to excellence in dermatology, skin cancer treatment, and cosmetic procedures. We offer a supportive and collaborative work culture where your skills and dedication make a real impact.

Summary of Position

• Reports to: Call Center Manager
• Work Category: Full-time (Mon-Fri), Non-exempt, Remote

The Patient Access Supervisor is responsible for leading, developing, and supporting a designated Patient Access POD while contributing to the overall success of the Patient Access Department. This role serves as a player-coach, balancing leadership responsibilities with operational support to ensure exceptional patient experiences, achievement of departmental goals, compliance with company standards, and consistent team performance. The Supervisor is accountable for team development, KPI attainment, quality assurance, training, escalations, workforce management, and operational excellence while serving as a trusted resource for both team members and departmental leadership.

WHAT YOU'LL DO:

Team Leadership & Performance Management 

• Lead and support a designated Patient Access POD
• Conduct bi-weekly 1:1 meetings with each POD member to discuss performance, development, and career growth.
• Monitor employee performance metrics daily and implement coaching and action plans.
• Recognize and reinforce high performance.
• Hold team members accountable for quality, productivity, attendance, compliance, and behavioral expectations 

Operational Oversight & SME Responsibilities 

• Monitor queues, schedules, staffing levels, and workflow distribution throughout the workday. 
• Prioritize resources to meet changing business demands
• Serve as the primary Subject Matter Expert for Patient Access workflows, systems, policies, and procedures. 
• Provide timely guidance and accurate answers to team member questions. 
• Maintain urgency and responsiveness to team and leadership communications. 

Training & Development 

• Assist with onboarding, training delivery, and training material creation.
• Support ongoing employee development and coaching. 
• Maintain and expand departmental knowledge base resources. 
• Support cross-training and continuous learning initiatives.

 Quality Assurance, Auditing & Patient Experience 

• Conduct audits of patient interactions, scheduling accuracy, documentation, and system utilization. 
• Monitor appointment errors and implement corrective actions. 
• Review compliance with approved workflows and communication standards. 
• Handle escalated patient concerns and service recovery situations. 
• Identify trends, root causes, and improvement opportunities.  

Administrative & Workforce Management 

• Assist with payroll review, attendance monitoring, schedule adherence, and timecard accuracy. 
• Monitor staffing coverage and service levels. 
• Complete required reporting accurately and on time. 
• Document coaching discussions and performance concerns. 

Cross-Functional Collaboration & Leadership Support 

• Collaborate with fellow supervisors to ensure consistency across PODs. 
• Partner with leadership to achieve departmental goals.
• Support implementation of new processes and technologies. 
• Participate in departmental projects and continuous improvement initiatives. 

WHAT WE'RE LOOKING FOR

To perform effectively in this position, the incumbent must have:

Required Skills/Abilities

• Leadership and Team Development 
• Coaching and Performance Management 
• Operational Excellence
• Patient Experience Management 
• Quality Assurance and Auditing 
• Communication and Collaboration 
• Problem Solving and Decision Making 
• Time Management and Prioritization 
• Workforce Management 
• Data Analysis and Reporting 
• Conflict Resolution and Escalation Management 
• Change Management 

Education & Experience

• 2+ years of Patient Access, Call Center, Healthcare Operations, or related experience.
• Previous leadership, mentoring, training, or coaching experience preferred.
• Demonstrated ability to achieve performance goals related to answer rate, conversion, quality, and service levels.
• Proficiency with EMR systems, scheduling platforms, telephony systems, Microsoft Office, and reporting tools.
• Strong knowledge of patient access workflows, appointment scheduling, patient experience, and operational best practices.

Equipment & Software Operation

Microsoft Outlook, Word, Excel, PowerPoint, fax, email, phone, Microsoft Teams, Zoom Call Center, EMA/MODMED, and Klara. 

WHAT WE OFFER:

The anticipated salary range for this position is $54,080 annually. Placement within the range will be based on objective, job-related factors, which may include relevant experience, education, training, skills, certifications, internal equity, and business considerations.

• Competitive salary and benefits
• Health, dental, vision, and ancillary insurance options
• 401K retirement savings
• Paid time off
• Professional development opportunities
• Supportive and fair work environment

Apply Today! Be a part of a dynamic team that’s transforming skin health. We can't wait to meet you!

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