Patient Flow Coordinator

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

5d•Hybrid

About The Position

Responsible for the daily health center patient flow. Serve as the subject matter expert in center efficiency and productivity. Develop and maintain center specific systems that meet productivity performance benchmarks, reduce patient wait times and ensure a positive patient experience. Triage waiting patients and manage daily staff and patient schedules. Delegate roles and responsibilities to center staff as needed. In partnership with the Center Management, develop and maintain a system for optimal center flow. Responsible for flow facilitation that meets productivity performance benchmarks, reduces patient wait times and encourages a positive patient experience. Ensure Clinicians maximize productivity by arranging patient charts to keep all rooms filled. Monitor and prioritize waiting patients. Ensure appropriate triage and delegate duties and responsibilities as necessary especially during heavy traffic hours. Monitor and minimize wait times, offering options to patients and make adjustments to services as necessary. Monitor and adjust daily patient and staff schedules. This includes the authority to make changes in daily staffing patterns and/or duties to assure optimum flow and patient satisfaction. Make decisions regarding accommodation of walk-ins, late patients, emergency appointments, etc. Assist in resolving in-person patient complaints. Triage concerns, forward phone calls and complex and time-consuming complaints to the Center Management. Provide regular and on-going feedback to Center Management regarding flow and scheduling issues. Promote continuous communication between front and back office staff that creates and maintains a teamwork approach. Ensure daily communication with Contact Center to adjust schedules when necessary for walk-in availability and other appointment changes as needed. Communicate with staff if they are not keeping up with required center flow. Communicate and prioritize daily center assignments. Coordinate next-day readiness including collaborating to ensure rooms are stocked, etc. Regularly monitor cancellations and no-shows in order to fill available slots. Facilitate translation services, referral processes and mandatory reporting as needed to manage center flow. In absence of Center Management, Clinician and Patient Flow Coordinator will partner to solve urgent operational issues as they arise. Assist Center Management in tracking daily productivity. Provide input on staffing needs to Center Management. Assess and provide input towards training needs and ensure applicable staff is trained to provide flow facilitation as needed. Partner with the Clinicians and Center Management to share in operational leadership decisions to ensure the provision of high-quality client care. Provide Center Management feedback for staff evaluations. Non-Essential Functions: As a mandated reporter, proactively communicate and identify risks to supervisor or appropriate agency in order to minimize risk when possible. Comply with PPPSGVs Code of Conduct and maintain the highest level of professional and ethical standards and act in compliance with both the letter and spirit of all applicable laws and regulations. Other duties and responsibilities as assigned.

Requirements

High School level education and above are welcomed to apply
Two years’ experience in a health, medical or social service setting or one year demonstrated supervisory experience
Make changes in staffing patterns and duties and to utilize resources effectively
Create and maintain a team work approach to center flow and morale
Maintain composure under stress
Establish rapport with all clients
Take initiative and utilize resources effectively
Multi-task and be detailed orientated
Maintain relevant knowledge about anatomy and physiology, methods of contraception, STDs, pregnancy, adoption, abortion, early prenatal care, community resources, Agency protocols and referral procedures and all Planned Parenthood programs
Perform venipuncture and give injections
Work independently and as part of a team
Understand insurance and FPACT contract guidelines
Work and travel to other centers as needed, based on health center patient demand
Communicate effectively with clients and co-workers of all backgrounds
Excellent computer skills with knowledge of Microsoft Word, Excel, Outlook, and the Internet
Adapt to change including advances in technology
Commitment to and support for the mission and goals of Planned Parenthood, including but not limited to, increasing access to abortion and decreasing abortion stigma
Commitment to quality healthcare
Excellent customer service and commitment to providing the highest level of customer satisfaction
Commitment to personal and/or organizational Diversity, Equity and Inclusion work, including the proficiency and/or strong willingness to use non-binary pronouns

Nice To Haves

Planned Parenthood or family planning experience preferred

Responsibilities

Responsible for the daily health center patient flow.
Serve as the subject matter expert in center efficiency and productivity.
Develop and maintain center specific systems that meet productivity performance benchmarks, reduce patient wait times and ensure a positive patient experience.
Triage waiting patients and manage daily staff and patient schedules.
Delegate roles and responsibilities to center staff as needed.
Develop and maintain a system for optimal center flow.
Facilitate flow that meets productivity performance benchmarks, reduces patient wait times and encourages a positive patient experience.
Ensure Clinicians maximize productivity by arranging patient charts to keep all rooms filled.
Monitor and prioritize waiting patients.
Ensure appropriate triage and delegate duties and responsibilities as necessary especially during heavy traffic hours.
Monitor and minimize wait times, offering options to patients and make adjustments to services as necessary.
Monitor and adjust daily patient and staff schedules.
Make decisions regarding accommodation of walk-ins, late patients, emergency appointments, etc.
Assist in resolving in-person patient complaints.
Triage concerns, forward phone calls and complex and time-consuming complaints to the Center Management.
Provide regular and on-going feedback to Center Management regarding flow and scheduling issues.
Promote continuous communication between front and back office staff that creates and maintains a teamwork approach.
Ensure daily communication with Contact Center to adjust schedules when necessary for walk-in availability and other appointment changes as needed.
Communicate with staff if they are not keeping up with required center flow.
Communicate and prioritize daily center assignments.
Coordinate next-day readiness including collaborating to ensure rooms are stocked, etc.
Regularly monitor cancellations and no-shows in order to fill available slots.
Facilitate translation services, referral processes and mandatory reporting as needed to manage center flow.
Partner with Clinician and Patient Flow Coordinator to solve urgent operational issues in absence of Center Management.
Assist Center Management in tracking daily productivity.
Provide input on staffing needs to Center Management.
Assess and provide input towards training needs and ensure applicable staff is trained to provide flow facilitation as needed.
Partner with the Clinicians and Center Management to share in operational leadership decisions to ensure the provision of high-quality client care.
Provide Center Management feedback for staff evaluations.
As a mandated reporter, proactively communicate and identify risks to supervisor or appropriate agency in order to minimize risk when possible.
Comply with PPPSGVs Code of Conduct and maintain the highest level of professional and ethical standards and act in compliance with both the letter and spirit of all applicable laws and regulations.
Other duties and responsibilities as assigned.