Patient Flow Coordinator

Planned Parenthood Pasadena and San Gabriel Valley • Highland Park, IL

11h

About The Position

The Patient Flow Coordinator is responsible for daily patient flow at a health center and serves as a subject matter expert in center efficiency and productivity. The role develops and maintains center-specific systems that meet productivity benchmarks, reduce wait times, and support a positive patient experience. It includes triaging waiting patients, managing daily staff and patient schedules, and delegating duties to center staff as needed.

Working in partnership with Center Management and Clinicians, the Coordinator helps ensure high-quality client care and effective center operations. The role monitors schedules, staffing, patient wait times, cancellations, no-shows, and daily productivity; supports communication across front- and back-office teams and with the Contact Center; and helps prepare the center for the next day. The position may work and travel to other centers based on patient demand, and the schedule requires some Saturdays and/or evening hours.

Requirements

• High school-level education or above.
• Two years of experience in a health, medical, or social service setting, or one year of demonstrated supervisory experience.
• Ability to make changes to staffing patterns and duties and use resources effectively.
• Ability to build and maintain teamwork and morale around center flow.
• Ability to maintain composure under stress, establish rapport with clients, take initiative, multitask, and pay close attention to detail.
• Maintain relevant knowledge of anatomy and physiology; contraception; sexually transmitted diseases; pregnancy; adoption; abortion; early prenatal care; community resources; agency protocols and referral procedures; and Planned Parenthood programs.
• Ability to perform venipuncture and give injections.
• Ability to work independently and as part of a team.
• Understanding of insurance and FPACT contract guidelines.
• Availability for some Saturday and/or evening hours and ability to work and travel to other centers as needed based on patient demand.
• Effective communication with clients and coworkers from diverse backgrounds.
• Strong computer skills, including Microsoft Word, Excel, Outlook, and the Internet.
• Ability to adapt to change, including advances in technology.
• Commitment to Planned Parenthood’s mission and goals, including increasing access to abortion and decreasing abortion stigma.
• Commitment to quality healthcare and excellent customer service.
• Commitment to personal and/or organizational Diversity, Equity, and Inclusion work, including proficiency in or a strong willingness to use non-binary pronouns.
• Background check required.

Nice To Haves

• Planned Parenthood or family planning experience preferred.

Responsibilities

• Develop and maintain systems for optimal center flow in partnership with Center Management.
• Facilitate patient flow to meet productivity benchmarks, reduce wait times, and promote a positive patient experience.
• Arrange patient charts so Clinicians can maximize productivity and keep rooms filled.
• Monitor and prioritize waiting patients, ensure appropriate triage, and delegate duties as needed, especially during busy periods.
• Monitor and minimize wait times, offer options to patients, and adjust services as needed.
• Monitor and adjust daily patient and staff schedules, including making changes to staffing patterns or duties to support efficient flow and patient satisfaction.
• Make decisions about accommodating walk-ins, late patients, and emergency appointments.
• Assist with resolving in-person patient complaints; triage concerns and refer phone calls and complex or time-consuming complaints to Center Management.
• Provide ongoing feedback to Center Management about patient flow and scheduling issues.
• Promote communication and teamwork between front- and back-office staff.
• Communicate with the Contact Center to adjust schedules for walk-in availability and other appointment changes.
• Communicate with staff when required center flow is not being maintained.
• Prioritize and communicate daily center assignments.
• Coordinate next-day readiness, including ensuring rooms are stocked.
• Monitor cancellations and no-shows to fill available appointment slots.
• Facilitate translation services, referral processes, and mandatory reporting as needed to manage center flow.
• In the absence of Center Management, partner with a Clinician to address urgent operational issues.
• Assist Center Management in tracking daily productivity.
• Provide input to Center Management on staffing and training needs, and ensure applicable staff are trained in flow facilitation.
• Partner with Clinicians and Center Management on operational leadership decisions that support high-quality client care.
• Provide Center Management with feedback for staff evaluations.
• Proactively communicate and identify risks to a supervisor or appropriate agency as a mandated reporter.
• Comply with PPPSGV’s Code of Conduct and applicable laws and regulations, maintaining professional and ethical standards.
• Perform other duties and responsibilities as assigned.

Benefits

• Medical insurance
• Dental insurance
• Vision insurance
• 401(k) matching program
• Premium CALM account
• Holidays
• Paid time off
• Workshops during employee onboarding and throughout the year
• Opportunities to participate in DEI task forces, conferences, and staff retreats

What This Job Offers

• Job Type: Full-time
• Education Level: High school or GED