CARE COORDINATION MANAGER

Job SummaryThe Care Coordination Manager is responsible for the day-to-day operations of the Care Coordination Department. This position is responsible for leading and enhancing the patient navigation and centralized follow-up efforts across PPSWO’s health centers and service lines. This role is pivotal in ensuring that patients receive seamless, equitable, and timely care, while improving health outcomes and reducing barriers to access.Essential FunctionsPatient-Centered OversightCompletes all essential functions of a Care Coordinator II.Handles difficult calls or cases that need an elevated level of care.Administers the Patient Navigation program.Collect, track, and report required program dataIdentify and address existing gaps and opportunities within patient navigation processes, including screening, to ensure highest-need patients are being identified, routed, and connected to navigational supportWork closely with health center and contact center staff and community partners, including but not limited to social workers, Justice Fund managers and counselors, to create efficiencies and improve workflows for increased abortion access and improved patient experienceSupport a patient-focused service model through collaboration with the administrative and clinical teams, and EMR optimizations that will maximize access, minimize wait time, ensure efficient flow, and meet key performance indicators (KPI).Monitors the day-to-day operations of the Care Coordination Department and works collaboratively with the Care Coordination clinician.Works with the Director of Quality Assurance and Risk Management to maintain quality assurance standards within the department, which includes but is not limited to chart audits.Implements policies, procedures, and workflows within the department.Program Development and Evaluation:Establishes and maintains a respectful, professional atmosphere in the department that is in line with PPSWO’s Customer Service Standards. Holds staff accountable to the standards and leads by example.Sets work and on-call schedules to meet patient demand. Ensures the on-call system runs smoothly and that patients can reach a navigator within a set time frame.Collaborate with HR in the hiring, onboarding, training, coaching, growth and development of staff. Evaluate staff performance in alignment with PPSWO’s evaluation process.Continuously trains staff and develops their skills and knowledge in reproductive health, patient care, etc. Provides opportunities to expand knowledge in reproductive health related areas and the ability for their staff to participate in agency committees and work groups.Leadership and Engagement:Directs the operations of the department to reach maximum efficiency and optimize productivity while continuing to provide high-quality and safe patient care.Issues are escalated as needed and consistent with affiliate policies and procedures, including notifying Facilities, IT, supervisor, and Compliance Officer.Ensure that all direct reports are upholding the terms of the Employee Handbook, including but not limited to clocking in and out, requesting and submitting PTO, submitting and recording goals, submitting reimbursement requests, and completing assessments.Approve direct report timecards weekly, expenses, and PTO as needed in compliance with policy and procedure.Facilitate communication with staff, and act as a representative of affiliate incentives, goals, and policies.Responsible for managing and overseeing the department budget and finances. Collaborates with supervisor and Finance in developing the department’s budget, staffing plan, productivity goals, scope of services, and outreach. Reports any area outside of metric benchmark along with a solution to supervisor.Work with external stakeholders and organizations to build and strengthen relationships, systems, and processes that support access to reproductive health care.Work with external vendors to facilitate access to key services, including but not limited to, transportation and lodging.Minimum QualificationsHigh School Diploma or equivalent certificate.Demonstrated history of leadership.Demonstrated excellent customer service skills.Deep commitment to reproductive health care access, including but not limited to, abortion and gender affirming hormone therapy.Demonstrated ability to be responsive to changing priorities and simultaneously handle multiple complex initiatives.History of defining problems, collecting information, analyzing problems and developing solutions.Ability to be flexible and change course as needed.Able to work flexible hours, including some evenings and weekends.Able to travel to centers for visits and/or meetings as needed.Have reliable transportation, valid driver's license, and appropriate insurance.Preferred QualificationsKey leadership qualities, including collaborative leadership style, mission-driven vision, patient-centered decision making, and empathetic and compassionate operational lens.Management and/or supervisory experience.Knowledge of and experience with Epic.Bilingual (Spanish/English).Physical Requirements/Working ConditionsAbility to lift and /or move up to 25 pounds, sit, talk, hear, stand, bend, walk; use hands and fingers, handle or operate objects, reach with hands and arms; climb and balance; stoop, kneel, crouch, crawl, and use repetitive motions of the hands and wrists.Ability to get to the work site; also other PPSWO health centers and meetings when required.May be exposed to communicable diseases and blood and body fluids that may contain HIV and/or HBV.May be exposed to cleaning chemicals, offensive odors, and hazardous materials.DISCLAIMERThis job description is not intended to be all inclusive. The employee will also perform other reasonable duties as assigned by the supervisor or other management.Management reserves the right to amend job descriptions, duties and orders as needs prevail. This document is for management communication only and is not intended to imply a written or implied contract of employment.Planned Parenthood Southwest Ohio Region is an equal employment opportunity employer and is committed to maintaining a non-discriminatory work environment. We do not discriminate against any employee or applicant for employment on the basis of race, color, religion, sex, gender, gender identity, gender expression, sexual orientation, national origin, marital status, age, mental or physical disability, genetic information, application for workers’ compensation benefits, use of statutory protected leave, veteran or military status, pregnancy, union activity, or any other characteristic or status protected by applicable federal, state or local laws. Planned Parenthood is committed to creating a dynamic work environment that values diversity and inclusion, respect and integrity, customer focus, and innovation.I have read and understand my job duties described in the above job description. I agree to accept the responsibilities and duties as outlined and I will perform these duties to the best of my knowledge and ability. #J-18808-Ljbffr