Patient Flow Coordinator

Planned Parenthood Pasadena and San Gabriel Valley, Inc. • Highland Park, CA

21h • $30 - $33

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. In partnership with Center Management and clinicians, the coordinator develops and maintains center-specific systems to meet productivity benchmarks, reduce patient wait times, and support a positive patient experience. The role manages patient and staff schedules, triages waiting patients, coordinates staff assignments, and adjusts operations as needed to maintain efficient flow and high-quality care.

The coordinator supports communication and teamwork between front- and back-office staff, coordinates with the Contact Center, monitors cancellations and no-shows, helps prepare the center for the next day, and provides feedback to Center Management on productivity, staffing, training, scheduling, and staff performance. The position may make operational decisions about walk-ins, late arrivals, emergency appointments, and daily staffing patterns. It also facilitates translation services, referrals, and mandatory reporting as needed. The schedule includes some Saturdays and/or evening hours, and travel to other centers may be required based on patient demand.

Requirements

• High school-level education or above; applicants with this level of education are welcomed.
• Two years of experience in a health, medical, or social service setting, or one year of demonstrated supervisory experience.
• Ability to change staffing patterns and duties and use resources effectively.
• Ability to foster teamwork and support center flow and morale.
• Ability to maintain composure under stress.
• Ability to establish rapport with clients.
• Initiative and effective use of resources.
• Ability to multitask and attention to detail.
• Relevant knowledge of anatomy and physiology, contraception, sexually transmitted diseases, pregnancy, adoption, abortion, early prenatal care, community resources, agency protocols, 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 to work some Saturdays and/or evening hours.
• Ability to work and travel to other centers as needed based on patient demand.
• Effective communication with clients and coworkers from all backgrounds.
• Excellent computer skills, including Microsoft Word, Excel, Outlook, and Internet use.
• Ability to adapt to change, including technological advances.
• 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 or strong willingness to use non-binary pronouns.
• Background check required.

Nice To Haves

• Planned Parenthood or family planning experience.

Responsibilities

• Develop and maintain systems for optimal health center flow in partnership with Center Management.
• Facilitate patient flow to meet productivity benchmarks, reduce wait times, and encourage a positive patient experience.
• Arrange patient charts to help clinicians maximize productivity and keep rooms filled.
• Monitor and prioritize waiting patients; ensure appropriate triage and delegate duties, particularly during heavy traffic periods.
• Monitor and minimize wait times, offer options to patients, and adjust services as necessary.
• Monitor and adjust daily patient and staff schedules, including changing staffing patterns or duties to support efficient flow and patient satisfaction.
• Decide how to accommodate walk-ins, late patients, emergency appointments, and similar scheduling needs.
• Assist with in-person patient complaints; triage concerns and forward 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 daily with the Contact Center about schedule adjustments, walk-in availability, and appointment changes.
• Communicate with staff who are not keeping up with required center flow.
• Communicate and prioritize daily center assignments.
• Coordinate next-day readiness, including ensuring rooms are stocked.
• Monitor cancellations and no-shows and fill available appointment slots.
• Facilitate translation services, referral processes, and mandatory reporting as needed to manage patient flow.
• Partner with a clinician to resolve urgent operational issues when Center Management is absent.
• Assist Center Management in tracking daily productivity and provide input on staffing needs.
• Assess and provide input on training needs and ensure applicable staff are trained in flow facilitation.
• Partner with clinicians and Center Management on operational leadership decisions to support high-quality client care.
• Provide Center Management with feedback for staff evaluations.
• As a mandated reporter, communicate and identify risks to a supervisor or appropriate agency to minimize risk when possible.
• Comply with the organization'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
• Employee onboarding and year-round inclusion workshops
• Opportunities to participate in diversity, equity, and inclusion task forces, conferences, and staff retreats

What This Job Offers

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