Supervise a team of Patient Access Representatives to ensure all administrative and technical functions of the Patient Access Center are being handled efficiently and effectively
Serve as the knowledge expert and information resource for team members
Maintain competence and use critical thinking skills to promptly resolve patient inquiries that include:
Reproductive health care and abortion services
Providing price estimates for scheduled and unscheduled services
Screening for financial assistance programs
Booking, canceling, and rescheduling appointments
Addressing patient escalations and effectively seeing them through to resolution
Relaying patient communications to provider
Monitor and report on service performance, including volumes, wait times, abandonment rates, and other core productivity and performance measures in real-time and retrospective
Reach service goals through targeted approach; report performance weaknesses; record data, evaluate performance, and assess opportunities for improvement
Maintain strong communication and working relationships with patients, staff, and clinical teams
Recommend policies and procedures for the department. Update current policy and procedure manuals as required. Apprise staff of changes.
Monitor and report key metrics
Communicate and operationalize vision; encourage cooperative and customer-focused employee culture
Audit performance and provide education to frontline team members to maintain or exceed accuracy standards and communicate these efforts to the quality and training teams to identify and enhance new hire and ongoing training and quality efforts
Work collaboratively with affiliates on issues related to appointment scheduling
Represent the department in meetings and on committees for root cause analysis related to scheduling issues
Work with managers to provide coaching and ensure team members are equipped with the tools and training needed to meet accuracy standards, productivity, and customer service goals
Provides training to Patient Access Representatives, as needed
Demonstrate a commitment to CHN and Planned Parenthood’s mission related to health equity, especially centering racial equity, and deep sense of accountability to community
Demonstrate a commitment to learning about and enhancing practices related to racial equity and the impact of structural racism on healthcare systems
Work and build trust across cultural differences
Manage and mentor a culturally diverse team, including creating and sustaining an organizational culture that fosters inclusiveness and equity
Provide positive and development feedback and accountability related to practices including, but not limited to, equity
The above duties and responsibilities are not an exhaustive list of required responsibilities, duties, and skills. Other duties may be added, and this job description can be amended at any time.
Associate degree and/or higher-level education, completed coursework in business or health services administration, or equivalent experience
Two years or more experience in healthcare contact centers, pre-access, patient access, admissions or hospital business office, or physician practice office
Prior supervisory or Team Lead experience
Customer focus and adaptability to different personality types
Ability to multi-task, set priorities, and manage time effectively
English language proficiency
Demonstrated dedication to Planned Parenthood’s mission, vision, and values
Bachelor’s degree strongly preferred in Health Care Administration, or in a related field
2+ years of relevant experience at the leadership level
Experience with EPIC EMR/EHR
Working-level secondary language proficiency
CHN (an ancillary organization of Planned Parenthood) is a managed services organization that will provide an expansive suite of integrated standardized shared services and manage the Clinically Integrated Network (CIN) formed to improve quality care delivery, generate additional revenue, and reduce overall cost.
