Job type full-time
Full job description
The vision of clinical health network for transformation (chn) is to better fulfill the mission and promise of planned parenthood to bring high-quality, affordable care to every member of our communitiesChn is a collaboration between 14 planned parenthood affiliates across 18 statesCombined, the 14 affiliates execute 1 million patient visits annually and employ 5,000 staff members at approximately 190 health centers.
Chn is looking for individuals who are committed to supporting our shared goal of strengthening and enhancing our awareness and commitment to advancing the cause of health and race equity in our organization.
The patient access manager will provide leadership over the day-to-day operations of the clinical health network for transformation (chn) patient access centerManages supervisory staff and is accountable for consistent high-quality performance, including the service’s ability to consistently meet established key performance indicators that support access and an optimal consumer experienceThe patient access manager ensures that all activities within the patient access center are properly coordinated, monitored, tracked, and resolvedThis position is responsible for building trusting relationships and partnering with leaders in the patient access center and across the functional areas to improve service delivery, driving rapid and sustained process improvement initiatives, and championing change management efforts in the teams they supportThe incumbent coaches and develops director reports to support the long-term staffing needs of patient accessThe patient access manager will maintain administrative responsibility for centralized scheduling, financial clearance, and price estimations, among other centralized functions or capabilities.
Oversee and evaluate centralized support, monitor volume and performance, and assess ongoing training and education needs to ensure efficient operations.
Spend significant portion of daily time interacting with patient access center representatives and supervisors to ensure proficiency on service- and market-specific content.
Provide support, coaching, and direction for supervisors and representatives; lead the employee evaluation process for direct reports.
Determine patient access center operational tactics by conducting needs assessments, performance reviews, capacity planning, and cost/benefit analyses.
Manage any patient and provider escalations relating to the operational team’s performance to meet caller’s needs.
Manages staff levels and competencies, ensuring the workforce has the skills and tools needed to provide optimal service.
Work with people, culture and equity team on selection, onboarding, and ongoing skills development for all staff, ensuring chn attracts and retains the best talent.
Overall high-level responsibility for resolution of problems as well as personnel activities including hiring, training, and development of assigned staff.
Overall responsibility for supervisors who are responsible for managing the day-to-day operations of a team of contact center representatives.
Monitors full time equivalents (ftes) and completes monthly work schedules for adequate staffing levels with consideration of vacation, time of requests, and call volume statistics.
Oversee a well-executed monitoring process that ensures a high level of quality.
Regularly report and monitor key performance indicators and partner with leaders to adjust operations accordingly to meet objectives.
Work with chn leadership in development of short and long-term business and strategic plans and organizational structure within the patient access center.
Monitor press ganey or other patient satisfaction surveys, post call surveys and initiate the improvements needed with other departments and health center areas.
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 skillsOther duties may be added, and this job description can be amended at any time.
Qualifications and experience (required)
Bachelor’s degree in health care administration or a related field, and 5+ years of leadership experience in a centralized contact center; or, equivalent and comparable professional experience in lieu of degree.
5 years’ experience in health care centralized scheduling office setting, with a successful track record of managing personnel and analyzing and reporting key performance indicators to management and/or leadership.
Demonstrated experience in contact center management and reporting.
Strong statistical, analytical, and problem-solving abilities.
Demonstrated proficiency in contact center software and reporting.
Proficiency with microsoft software (excel, etc.)
Demonstrated ability to maintain a customer-centric service approach.
Excellent written and verbal communication skills and ability to collaborate and interact with all levels within and outside of chn, if necessary.
Strong attention to detail and follow-up; and ability to multi-task.
Demonstrated dedication to planned parenthood’s mission, vision, and values.
Strong interpersonal skills and the ability to build relationships.
Excellent time management and ability to prioritize.
Ability to travel in accordance with the needs of the position, as outlined in the essential functionsCompliance with all chn travel policies, including safety guidelines while operating a personal vehicle.
Qualifications and experience (preferred)
Bachelor’s degree strongly preferred in health care administration.
At least one current certification from naham (cham) rccsp (cccm) or equivalent.
Commitment to advancing race and equity in one’s work: interested in expanding knowledge about the role that racial inequity plays in our society.
Awareness of multiple group identities and their dynamics, bringing a high level of self-awareness about personal identity, empathy, and humility to interpersonal interactions.
Demonstrated ability to communicate clearly and directly as well as hear and act on feedback related to identity and equity with the aim to learn.
Strong sense of accountability to equitable practices.
Understanding of the impact of identity dynamics on organizational culture.
Commitment to chn and planned parenthood’s in this together service ethos, workplace values, and service standards.
Clinical health network for transformation (chn) is an equal employment opportunity employerWe comply with all applicable laws prohibiting discrimination based on race, color, religion, gender and gender expression/identity, age, ethnicity, national origin, ancestry, physical or mental disability, uniformed service member/veteran status, marital status, medical condition, pregnancy, sexual orientation, citizenship status, genetic information, as well as any other category protected by federal, state, or localWe are committed to building an inclusive workplace that values racial & social justiceWe strongly encourage all persons to apply, including people of color and members of the lgbtq community.