Patient Care Coordinator Supervisor- Hybrid Schedule

Riverchase Dermatology, an Aqua Dermatology brand, is Florida's premier and largest Dermatology practice with 110 locations throughout Florida, Alabama, and Georgia. Founded in 1998, our established practices offer patients the highest quality outcomes and a stellar patient experience. Additionally, we offer Plastic Surgery, Vein Therapy, and Radiation Oncology services.

Summary/Objective

The Nursing Supervisor (RN/LPN) - Patient Care Coordinator is a supervisor/telephone-based position that leads the Patient Care Coordinators (PCCs) in the clinical call center by managing team members' day-to-day activities and individual performance.

The ideal candidate can effectively lead a team of individuals (interview through performance management/development), ensure achievement of the center's service metrics, monitor and advise on trends in interaction volumes, and continuously improve the quality of the centralized clinical care process. This role is also a key contributor to agent development and retention strategies.

The Nursing Supervisor/Patient Care Coordinator Supervisor is a working supervisor role in that s/he also handles care coordination duties and clinical inquiries from patients, team members, and providers. This includes answering incoming clinical calls, scheduling surgeries, providing pathology results, and coordinating care as directed by the provider.

ESSENTIAL FUNCTIONS

• Provide direct supervision of PCCs in the clinical call center, in conjunction with the Director, Central Scheduling, Clinical Care Coordinator, and Vice President of Clinical Services.
• Regularly monitors a portion of each PCC's interaction, call review or live shadowing, and provides feedback as needed.
• Adequately documents and processes all time-off and addresses any performance concerns related to attendance
• Performs quarterly assessments of all team members, sharing both positive and developmental feedback to the individuals
• Serves as an information resource for the PCCs by conducting research and responding correctly to their questions
• Ensures all team members receive adequate training and access to tools/resources to facilitate their success in the role
• Regularly assesses team and system performance to identify improvements to the workflow, resulting in reduced waste.
• Effectively communicates performance standards and goals and ensures compliance with Riverchase's policies and procedures.
• Communicates solutions, successes, and opportunities to the center Director
• Operates as a Clinical Care Coordinator during high-volume and reduced staffing situations to maintain center KPI's
• Successful operation within the electronic health record (EHR) system, to access, document, review patient documentation, and request orders from providers for care coordination activities
• Effectively communicates patient needs to providers and obtains orders for care/treatment.
• Coordinates all care/treatment ordered by providers
• Assists patients with Medication refills, Clinical care questions, coordinates scheduled surgical procedures, Coordinates/completes prior authorization of medications, Reviews symptoms/chief complaints with patients and schedules appointments accordingly, and Coordinates Telehealth visits where appropriate
• Assists the clinic in reporting pathology results to patients through telephone and patient portal communication modalities.
• Schedules MOHs accurately per the RCD Mohs training guide
• Responsible for handling patient concerns/requests throughout the continuum of care
• Consistently demonstrate a positive, collaborative attitude through empathy and professional support of patients, visitors, providers, and team members
• Other duties as assigned

Supervisory Responsibility

This position supervises the staff of the Centralized Clinical Care Coordination Center.

POSITION TYPE AND EXPECTED HOURS OF WORK

• Full-Time
• HYBRID SCHEDULE
• Monday - Friday
• 8 am - 5 pm

We offer competitive salaries and benefits:

• Medical, Dental, and Vision are available after 30 days of hire
• Short-term disability and life insurance, and many ancillary options.
• 401 (k) available after 90 days of hire
• Excellent growth and advancement opportunities

Travel

This position requires minimal travel.

QUALIFICATIONS

Education - This position requires completing at least a High School Degree or equivalent.

Experience - 2-3 years minimum experience as a medical assistant, LPN, or RN; Dermatology experience preferred-knowledge of contact center metrics and reporting software. CDT, CMS, or RMA preferred. Minimum of at least 2 years in a supervisory capacity. Knowledge of HIPAA and OSHA Guidelines and Regulations, medical terminology, Electronic Medical Records (EMR), and practice management software.

Communication - Excellent oral communication skills; ability to communicate. Exceptional customer service skills

Work Style - Must work well independently, but ask for help when needed. Ability to analyze and interpret information and interact and decipher information telephonically and electronically. Ability to effectively problem-solve.

Founded in 1998, AQUA Dermatology is the Southeast's premier dermatology practice with over 110 locations throughout Florida, Georgia, and Alabama. Our established practices and experienced physicians offer patients the highest quality outcomes and an exceptional patient experience. From common rashes to skin cancer treatments, and plastic surgery procedures to an array of vein treatments, no case is beyond our experience and expertise!