Flow Coordinator

POSITION SUMMARY

Responsible for the daily health center patient flow. Reduces patient wait times and ensures a positive patient experience. Maintains center specific systems that meet productivity performance benchmarks. Trained to perform the duties of a patient care associate and jump in when needed.

ESSENTIAL JOB DUTIES AND RESPONSIBILITIES

Customer Service & Productivity (70%)

Continuously monitor and prioritize charts/clients waiting and optimize room utilization, using staffing model. Ensure appropriate triage as necessary.

Monitor and minimize wait times offering options to clients and making adjustments to services as necessary to facilitate excellent customer service and meet customer satisfaction benchmarks.

Continuously monitor and adjust staff schedules on a daily basis to ensure efficient delivery of service and adequate break/lunch times. This includes the authority to make changes in staffing patterns and/or duties to assure optimum flow and patient satisfaction. Decisions will be made in coordination with other clinic leaders.

Promote continuous communication that creates and maintains a teamwork approach and effective customer service.

Contributes to achieving health center productivity goals.

Understands and commits to customer-oriented approach to health care delivery.

Program & Office Support (20%)

Proficient in the duties of a Patient Care Associate

Acts as an electronic health record super user.

Proactively looks ahead at schedules assessing potential patient and staff schedules. Concerns/solutions communicated with Clinic Leadership.

Collaborate with staff and Clinic Leadership to facilitate optimal patient care and flow.

Keep site leadership informed of the flow of the day and anything out of the ordinary

Supports clinical leadership in training, motivating, monitoring staff members.

Works effectively with volunteers, trainees and temp agency personnel.

Performs other educational and experience related duties as required.

Other (10%)

Remain abreast of policies, procedures and best practices.

Meets Clinical Services Standards of Behavior.

Completes all responsibilities according to established protocols, policies and standard practices in the areas of ADA and regulatory compliance programs such as HIPAA.

CORE COMPETENCIES

A demonstrated commitment to PPGNY’s mission related to bodily autonomy, health equity, and gender and racial justice.

A demonstrated commitment to learning about and enhancing practices related to racial equity and its impact on healthcare systems.

Strong relationship building and communication skills, including an ability to work and build trust across cultural differences related to related to race, class, age, gender, gender identity and expression, sexual orientation, religion, ethnicity, national origin or ability; and to reflect on one’s personal identity with humility.

Ability to provide compassionate, non-judgmental and culturally responsive care across race, class, age, gender, gender identity and expression, sexual orientation, religion, ethnicity, national origin or ability; and demonstrates deep sense of accountability to patient experience.

REQUIRED SKILLS/ABILITIES:

Interpersonal

· Excellent customer service and communication skills

· Ability to remain focused and calm in stressful situations.

· Excellent interpersonal and verbal skills

· Superior oral and written communication skills

· Ability to develop and maintain effective, professional relationships with internal and external stakeholders.

· Ability to work effectively as part of team.

Technical

· Proficient in Microsoft Office

· High degree of comfort with electronic health record

Subject Matter Knowledge

· Patient Care Associate Duties

Work Habits/Attributes

· Keen attention to detail

· Excellent organizational skills

· Outstanding time management skills, including the ability to work under deadline.

· The ability to produce high quality work in a fast-paced environment with changing and/or competing priorities.

· Ability to exercise sound judgment and independent decision-making skills.

· Ability to produce reliable, high-quality work with minimal direct supervision.

· Ability to exercise discretion in the handling of confidential information.

· Ability to work a flexible or extended schedule, including evenings and weekends, as operational demands require.

· Well-developed problem-solving and critical thinking skills

REQUIRED QUALIFICATIONS

Minimum education

o High school diploma/GED

PREFERRED QUALIFICATIONS

· Previous experience working with electronic health record.

· Proficiency in other languages preferred

· Prior Planned Parenthood employment

· Prior health care employment

· Previous experience in a high-volume customer service role

· Proficient in duties of Patient Care Associate

· Must have excellent writing and interpersonal skills and must be detail oriented.

· Computer proficiency in Microsoft Office and Electronic Health Records.

· Familiarity with on-line medical databases a plus.

TYPICAL PHYSICAL DEMANDS

Requires prolonged sitting and repetitive tasks including use of a computer. Frequent

standing, walking, bending. Must be able to walk up and down stairs. Requires lifting or

moving of patients/supplies/equipment. Visual acuity sufficient to perform frequent work

on a computer screen and review printed reports and other materials. Requires the

ability to hear and to communicate orally with others. This role routinely uses standard

office equipment such as computers, phones, photocopiers, and filing cabinets, and

medical equipment and will require reaching, grasping, pushing and pulling.

TYPICAL WORKING CONDITIONS

This job operates in a professional office environment. Potential exposure to

communicable diseases and other conditions in a health center environment. May

require travel to other health centers, at times in inclement weather. Requires flexible

schedule and during peak activity periods work in excess of 7.5 hours per day and/or 37.5

hours per week.

PPGNY's benefits package includes:

Generous PTO and holiday schedule

Medical, dental and vision coverage options for you and eligible dependents

FSA, HSA, Commuter pre-tax reimbursement funds

Short- and Long-Term Disability, Free Basic Life and AD&D

401(k) Retirement Plan with Safe Harbor contributions after 1 year of employment

All positions at PPGNY require:

Proof of immunization or immunity to certain communicable diseases (including influenza during the flu season and Covid-19) and testing for tuberculosis. These certifications are required by the NYC DOHMH Health Code, NYSDOH and OSHA.

Planned Parenthood of Greater New York (PPGNY) is a leading provider, educator, and advocate of sexual and reproductive health care in New York State. PPGNY is proud to provide a wide-range of family planning services at our brick-and-mortar health centers and mobile care units. We care for everyone regardless of their immigration status, zip code or ability to pay. PPGNY’s education and outreach programs are backed by medically accurate, evidence-based information that allows people to make informed decisions about their health and future. As a voice for reproductive freedom, PPGNY supports legislation and policies that ensure all New Yorkers have access to the full range of reproductive health care and education.

At PPGNY, we provide the absolute best care to our patients and our communities through innovative health care delivery and education programming. We care for everyone who walks through our doors regardless of insurance, ability to pay or immigration status. As a leading voice for reproductive freedom, PPGNY fiercely advocates for policies to ensure that all New Yorkers will have access to the full range of reproductive health care services and information.

PPGNY is committed to diversity, equity, and inclusion. We believe we are most impactful when people with a wide range of backgrounds, experiences, and identities come together with common purpose. We encourage candidates from all backgrounds to apply.