Patient Access Assistant Manager

Description

Summary:
The Patient Access Assistant Manager will provide support and assistance in overseeing the day-to-day and strategic operations of the Patient Access Center. This role involves assisting in managing frontline and supervisory staff, ensuring consistent quality performance, and meeting key performance indicators essential for access and optimal patient experience. The Patient Access Assistant Manager will collaborate with the Patient Access Manager and other leaders to drive process improvement initiatives, facilitate change management efforts, and foster a culture of continuous improvement within the team. Demonstrating a commitment to the "In This Together" workplace values is paramount in this role.

Essential Duties and Responsibilities.

We Tend to the Team:  We recognize that we are a team, and not merely a collection of individuals. We support, appreciate, respect, and trust each other. 
•    Engage regularly with Patient Access Center team members and supervisors to ensure proficiency in service and market-specific content.
•    Foster transparency and open communication within the team.
•     Adapt readily to changing priorities and embrace new ideas, strategies, procedures, and methods.
•    Support the execution of a robust monitoring process to maintain high-quality patient care.

We Respect and Honor All People:  We are committed to a diverse and inclusive organization. 
•    Provide support, coaching, and guidance to supervisors and team members. 
•    Participate in recruitment efforts, including, selection, onboarding, and ongoing skills development for direct reports, ensuring Planned Parenthood attracts and retains the best talent. 
•    Conduct timely performance reviews in accordance with Planned Parenthood Gulf Coast’s policy. 

We Jump In:  We collaborate and work as a team to get the work done. 
•    Assist with responsibilities of overseeing Patient Access Supervisors, Patient Care Specialists, Quality Assurance Specialists, and other roles as needed. 
•    Manage patient escalations related to the operational team's performance. 
•    Collaborate with IT partners to ensure optimal technology for the Patient Access Center.
We Try and We Learn:  We give our best effort and learn from our experience to do better. 
•    Maintain thorough knowledge of all Planned Parenthood Policies and Procedures related to Patient Access Center operations.
•    Demonstrate the ability to grasp technical issues and acquire new skills quickly.
•    Perform other duties as assigned.
We Care for Our Business:  We value everyone's contribution to our financial well-being and sustainability. We foster a culture of compliance to conduct business in an ethical and legal manner. 
•    Contribute to operational strategies through needs assessments, performance reviews, and cost/benefit analyses. 
•    Monitor key performance indicators and collaborate with leaders to adjust operations to meet Patient Access and organizational objectives.
•    Assist in developing short and long-term business plans and organizational structure within the Patient Access Center.
•    Fulfill supervisory responsibilities in accordance with the organizational policies and applicable laws. Responsibilities include developing team members; planning, assigning and directing work; recognizing and disciplining employees; addressing complaints and resolving problems.
We Return to Our Mission:  We stay motivated and dedicated to providing the highest quality care to those we serve. 
•    Uphold a strong commitment to Planned Parenthood's mission, vision, values, strategies, and initiatives. 
•    Monitor patient calls to ensure adherence to Patient Access and organizational policies and protocols.
•    Communicate updates to Patient Access Center staff and follow up to ensure all information related to services offered and other role specific duties are fully communicated and understood.

Competencies:
To perform the job successfully, an individual should demonstrate the following competencies:
Core Competencies:  Computer Skills, Customer Service, Dependability, Diversity, Ethics, Initiative, Interpersonal Skills, Oral Communications, Organizational Support, Professionalism, Quality, Safety & Security, Teamwork, Written Communications.  Additional Competencies:  Adaptable, Analytical, Business Acumen, Conflict Management, Cost Consciousness, Delegation, Innovation, Judgment, Leadership, Managing People, Motivation, Planning/Organizing, Problem Solving, Project Management, Technical Skills.

Qualifications:
•    Commitment to Planned Parenthood's mission and conviction to health and racial equity and access to sexual and reproductive healthcare
•    Understands the impact of structural racism and how the role is tied to health and racial equity 
•    Commitment to advancing race ( ) equity in one's work
•    Awareness of multiple group identities and their dynamics, bringing a high level of self-awareness about personal identity, empathy, and humility to interpersonal interactions.
•    Significant interactions and building of trust across diverse groups of people
•    Demonstrated ability to communicate clearly and directly as well as hear and act on feedback related to identity and equity to learn
•    Strong sense of accountability to the community 
•    Strong sense of accountability to equitable practices
•    Understanding of the impact of identity dynamics on organizational culture
•    Commitment to diversity and inclusion 
•    Openness to giving and receiving feedback, including on equity
•    Commitment to Planned Parenthood's In This Together service ethos, workplace values, and service standards
•    Demonstrate a strong positive image of self and own abilities, and a willingness to exercise and trust one's independent judgment.
•    Three years of successful experience in management and supervision, in a Contact Center environment.

Education and/or Experience
•    Bachelor's degree (B. A.) from four-year College or university; or five or more years 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.
•    Bilingual in English/Spanish.

Mathematical Skills/Reasoning Ability
•    Ability to calculate figures and amounts such as discounts, proportions, and percentages.
•    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
•    Advanced computer literacy to include, typing, email, and data entry. 
•    Advanced proficiency with MS Office Suites, Outlook, Word, Excel and PowerPoint. 
•    Preferred knowledge of practice management system and electronic medical records. 
•    Attention to detail

Other Skills, Abilities and Qualifications
•    Willingness to work some evenings and weekends
•    Potential travel requirement (10%), with occasional overnight stays.
•    Complete knowledge of contact center metrics and reporting  

Physical Demands
The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.
While performing the duties of this job, the employee is regularly required to use hands to finger, handle, or feel; reach with hands and arms and talk or hear. The employee is frequently required to stand and walk. The employee is occasionally required to sit and stoop, kneel, crouch, or crawl. Specific vision abilities required by this job include close vision, distance vision, color vision, peripheral vision, depth perception, and the ability to adjust focus.

Work Environment
The work environment characteristics described here represent those employee encounters while performing the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.
The noise level in the work environment is usually moderate.

The above duties and responsibilities are not an exhaustive list of required responsibilities, duties, and skills. Other duties may be added, or this job description can be amended at any time verbally or in writing. 
 

Qualifications

Planned Parenthood is an equal opportunity employer. We are dedicated to ensuring that all of
our decisions regarding all aspects of the employment relationship – including recruiting, hiring,
promotions, assignment, training, access to social and recreational programs, discharge,
compensation, benefits, and the terms, conditions, and privileges of employment – are in
accordance with our principles of equal opportunity. It is Planned Parenthood’s policy that, in
exercising our management responsibilities, we will not discriminate against teammates or
applicants on the basis of race, color, national origin, ethnicity, religion, age, sex, gender, marital
status, sexual orientation, gender identity, gender expression, genetic information, military
service, covered veteran status, physical or mental disability, pregnancy, childbirth, or related
medical conditions, political opinions or affiliations, or on the basis of any other status protected
by applicable federal, state, and/or local law. It is our objective to hire and promote individuals
who are qualified for positions by virtue of job-related considerations such as education,
knowledge, skills, training, and experience.