Team Leader - Centralized Telephone Triage - RN/LPN/CMA
Manitowoc, WI 54220
Come join our team! We have an immediate need for a Team Leader - Centralized Telephone Triage at our Manitowoc Headquarters! Here is your opportunity to be a part of Forefront Dermatology! **This is a medical staff position and requires training as an MA, LPN, or RN** Summary The team leader provides leadership, communication and direction to all staff in the centralized telephone triage area while promoting the values and mission statement of Forefront Dermatology. Some travel may be required. Essential Functions Work efficiently and accurately as an phone agent, including but not limited to: taking accurate notes, being knowledgeable about dermatology, accurately scheduling appointments, and efficiently working inbox tasks. Manage and maintain the team’s Inbox Manage staff and coach for results by communicating job expectations, planning, monitoring, and assessing job abilities. Maintains quality customer service by enforcing quality assurance and customer service standards by coaching staff for performance to reach the goal of 90%+ standard. Act as the point of contact between the clinic providers/staff, Medical Concierge Services, and Scheduling Concierge. Maximize team efficiency, productivity and teamwork of agents by providing daily communication, supervision and direction in concordance with company philosophy, goals and objectives. Create and maintain files on agent as they relate to production and reviews. Assist in interviewing and hiring new team members and provides comprehensive orientation. Assist with addressing medical staff performance issues and completing staff performance evaluations per company policies. Provide regular updates MCS Assistant Manager on status of the team. Complete all daily, weekly, monthly and quarterly assignments according to deadlines. Provide training and supervision to all new MCS staff and ongoing training for existing staff. Act as a role model and subject matter expert for policies and procedures set in place by management, as well as working with new software or equipment. Attend mandatory meetings, including but not limited to: Customer Service, Team Leader, and Leadership Seminars. Other related duties as assigned. Education Minimum post High School education in a medical support field (MA/LPN/RN), prefer BSN. Must keep current on all state certifications, licenses and/or registrations to continue employment. Must maintain CPR certification. Knowledge, Skills and Abilities 2 years of work experience in dermatology and/or Mohs Surgery is preferred. Must possess excellent customer service, communication and organizational skills. Must be adaptable to a variety of job demands. Ability to multi-task, prioritize appropriately, and work well both individually and as part of a team. Ability to communicate effectively with others. Ability to demonstrate leadership by serving as an example to others with regard to professional behavior, handling multiple tasks, maintaining a positive attitude, and in response to organizational change. Ability to use time productively and contributes to high levels of company operational efficiency and effectiveness. Ability to operate standard office equipment. Ability to respond positively to constructive criticism and direction from supervisors. Must demonstrate professional appearance and manner at all times. Must display a friendly, cheerful, tactful, and polite demeanor, and must be compassionate and caring in dealing with others. Ability to maintain confidentiality of information. Here are just a few things we offer: Access to health, dental, and vision insurance Eligible for PTO and Holiday pay Company paid life insurance and long term disability Access to voluntary short term disability insurance and additional life insurance 401K with employer contribution Profit sharing Employee discounts And much more!