Job Description

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

Work Location:

5550 Painted Mirage Road, LV NV 89149

The call center supervisor will become a subject matter expert and assist in the onboarding and training process, ensuring that every agent is well prepared for their calls. They will continue to support agents after training by monitoring their progress, ensuring that they understand and meet expectations, answering their questions, and providing them with ongoing coaching opportunities and inspiration. The supervisor should be analytical, supportive, and prepared to function as a resource to agents. To succeed in this role, one should be focused on helping enhance and build the necessary skills and knowledge among the team members so they can better support patients. You should be supportive, communicative, and attentive. In addition, the supervisor must have call center experience managing daily call flow and focuses on guiding all aspects of the call center floor to meet daily performance metrics.

What You'll Do:

Customer

Service

Assist with the monitoring, training, and preparing call center representatives to respond to customer questions and complaints and troubleshoot problems with services or products. Ensuring agents understand and comply with all call center objectives, performance standards, and policies. Answering agent questions regarding best practices or difficult calls. Identifying operational issues and suggesting possible improvements. Monitoring and evaluating agent performance, providing learning or coaching opportunities, and taking corrective action, if necessary. Preparing reports and analyzing data to assist management as they determine call center goals. Working with other supervisors and management team members to support agents and maximize patient satisfaction. Interacts with customers via telephone, email, online chat, or in person to provide support and information on products or services. Fields customer questions and complaints; when the issue is beyond the representative's knowledge, forwards to the assigned specialist or other appropriate staff. Transferring Biopsy-Results call to designated representative per location Transferring medication issues to designated pharmacy department or MA Transferring billing concerns to designated department Ensures that appropriate actions are taken to resolve customers' problems and concerns. Maintains customer accounts and records of customer interactions with details of inquiries, complaints, or comments. Making outbound calls/Call back requests/ Recall list

Billing

/

Insurance Authorization

/Clinical Support

Sending out emails regarding referrals, prescription refills & Pre-Authorizations, Medical Record Requests and or any patient complaints, etc. Submitting insurance authorization requests to auth department and returning patient call when its uploaded Listening and processing after hour voicemails Scheduling for all offices; New patient appointments, follow up, cosmetic consults, cosmetic appointments (All Surgeries (Excisions, Mohs) to be emailed or transferred to offices Performing reschedules for offices changes Performs other related duties as assigned.

What We're Looking For:

Required Skills and Abilities


Excellent communication skills including active listening. Service-oriented and able to resolve customer grievances. 3-5 Years Call Center supervisory experience. Offshore Call Center experience a plus. Proficient computer skills with the ability to learn new software.

Education & Experience


High school diploma or equivalent. Customer service experience required.

EQUIPMENT & SOFTWARE OPERATION

The incumbent in this position may operate any/all of the following equipment:


Microsoft 365 apps, fax, email, phone, Klara, EMA, ModMed, iPAD, NoahFace (biometric timeclock), Tandem, CoverMyMeds, LabCorp (software for looking up labs results and ordering supplies), Quest diagnostics

What We Offer:

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. Submit your resume and cover letter to careers@skinusa.com. We can't wait to meet you!



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