Patient Services Manager - Walnut Creek, CA

Job Description

Job Description

Planned Parenthood Northern California (PPNorCal) is seeking a Patient Services Manager for our Walnut Creek Health Center. This role is full-time, 40 hours per week. Planned Parenthood Northern California (PPNorCal) offers a comprehensive benefits package, including 100% employer-paid medical insurance for full-time employees, 75% coverage for dependent children, 25% coverage for spouses/domestic partners, dental and vision insurance, employer-paid life and long-term disability coverage, earned time off (ETO) and paid sick time accrued based on hours worked, a 403(b) retirement plan with up to 4% employer match after 12 months, and 10 paid holidays plus 2 floating holidays each year.

Work Schedule

Monday: 11:30 AM – 8:00 PM

Tuesday: 8:00 AM – 4:30 PM

Wednesday: 11:30 AM – 8:00 PM

Thursday: 8:00 AM – 4:30 PM

Friday: 8:30 AM – 5:00 PM

Saturday: 8:30 AM – 5:00 PM (rotating)*

*When scheduled to work a Saturday, the employee will receive one (1) weekday off during that same work week.

SUMMARY

As an integral part of the Health Center Management Team, the Patient Services Manager manages and supervises all aspects of the assigned center’s family planning/abortion program and/or colposcopy & sterilization program as applicable to the assigned center. This includes the daily operational functions of assuring adequate supply, equipment, and staffing levels for cost efficient and Patient-centered delivery of services and the on-going goals of high productivity and quality assurance. This position is supervised by the Center Director.

ESSENTIAL DUTIES AND RESPONSIBILITIES include the following. Other duties may be assigned.

• Directly manage and oversee the family planning and abortion program at the assigned center.
• May also manage and oversee colposcopy and/or sterilization programs, depending on the assigned location.
• Supervise the productivity, efficiency, quality assurance and adherence to protocols of assigned health care service. Monitor appointment schedules for efficiency for maximize patient volume or meeting patients’ projections.
• Ensure services are provided in a patient-centered manner and enhancing the patient experience.
• Responsible for program management including audits, statistical reports and maintenance of manuals.
• Build a cohesive team by recruiting, hiring, training, supervising, evaluating and developing the non-licensed health center staff for assigned programs.
• Handle communication problems with other staff and managers directly, constructively and with sensitivity.
• Assist Regional/Center Director with ensuring productivity and quality assurance of clinical services.
• Assist the Regional/Center Director with program development and all daily functions of the assigned center.
• Assist the Regional/Center Director with the daily functions of the assigned center including working in both family planning and specialty services.
• Provide direct-patient care approximately 40% of the time, while working side-by-side clinical staff.
• Participate as a team member with other program managers and coordinators.
• Attend affiliate-wide meetings as indicated.
• Role-models and provides Leadership toward the implementation of PPNorCal’s Diversity, Equity, and Inclusion plan

SUPERVISORY RESPONSIBILITIES

Directly supervises or co-supervises 6-8 non-licensed clinical staff assigned to family planning and abortion services and/or colposcopy and/or sterilization services. Carries out supervisory responsibilities in accordance with the organization’s policies and applicable laws. Responsibilities include interviewing, and hiring employees; planning, assigning, and directing work; addressing complaints and resolving problems.

QUALIFICATIONS

To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

EDUCATION and/or EXPERIENCE

Associate's degree (A.A.) or equivalent from two-year college or technical school; or six months to one year related experience and/or training; or equivalent combination of education and experience.

LANGUAGE SKILLS

Ability to read and interpret documents such as safety rules, operating and maintenance instructions, and procedure manuals. Ability to write routine reports and correspondence. Ability to speak effectively before groups of customers or employees of organization.

MATHEMATICAL SKILLS

Ability to add, subtract, multiply, and divide in all units of measure, using whole numbers, common fractions, and decimals. Ability to compute rate, ratio, and percent and to draw and interpret bar graphs.

REASONING ABILITY

Ability to solve practical problems and deal with a variety of concrete variables in situations where only limited standardization exists. Ability to interpret a variety of instructions furnished in written, oral, diagram, or schedule form.

COMPUTER SKILLS

To perform this job successfully, an individual should have knowledge of spreadsheet software and word processing software. Knowledge/experience with EHR & EPM systems preferred.

PROTECTED HEALTH INFORMATION (PHI) ACCESS REQUIREMENT

As required for health care operations and patient treatment.

OTHER SKILLS, ABILITIES, QUALIFICATIONS

• Direct patient care experience, preferably in women’s health/reproductive health care.
• Minimum one-year supervisory experience including personnel or program management.
• Excellent customer service skills and commitment to providing the highest level of customer satisfaction.
• Ability to respond with sensitivity to patients, staff and volunteers of all ages, lifestyles, and ethnic origins and function in a calm, supportive manner.
• Ability to handle multiple demands calmly and efficiently.
• Ability to work independently and as a team member.
• Excellent problem solving and critical thinking skills.
• Excellent organizational and time management skills.
• Excellent leadership skills and ability to build a strong cohesive team.
• Commitment to quality healthcare.
• Bilingual English/Spanish preferred.

Pay Range: Planned Parenthood Northern California (PPNorCal) supports California’s new law (SB 1162) enhancing pay transparency. This new law requires employers with 15 or more employees to include a pay range in job postings. The pay range reflects the compensation that a new employee can expect to receive if offered employment. Employees with more experience, education, and other qualifying factors may be compensated at a higher rate of pay. The pay range for this position is: $70,304.00 - $73,000.00 annualized salary.

Planned Parenthood Northern California is an equal opportunity employer and works affirmatively to include diversity among its staff and does not discriminate on the basis of race, color, ethnicity, religion, sex/gender identity, sexual orientation, national origin, age, disability, income, marital status, or any other irrelevant dimension of diversity. PPNorCal values collaboration between employees of diverse backgrounds and experiences.

We provide healthcare and education services to 137,000 adults and youth every year at 17 health centers located throughout 20 Northern California counties. Planned Parenthood Northern California offers high-quality, affordable health care to all, regardless of income, insurance, or immigration status. We care. No matter what!

Our experienced and caring medical staff gives each patient honest information and personal attention. We provide a full range of services, including birth control, breast exams, cancer screenings, medication and in-clinic abortion, pregnancy testing and counseling, prenatal care, PrEP, and nPEP to prevent HIV infection, STI screening and treatment, vasectomy and infertility services, gender-affirming hormone therapy, and more.