Virtual Care Center Assistant Manager, Telehealth

Planned Parenthood of the Rocky Mountains • Denver, CO

6d • Remote

About The Position

Planned Parenthood is committed to creating a dynamic work environment that values diversity, equity, inclusion, respect, integrity, customer focus, and innovation. We are committed to creating a welcoming space for all people on our staff, in our health centers, and in our community. We do this by tending to the team, respecting and honoring all people, jumping in, trying and learning, caring for our business, and returning to our mission. Abortion Care: At PPRM, we all work in abortion care. This role supports abortion care through direct clinical triage, patient education, and follow-up, ensuring timely and empathetic support to those navigating abortion services.

Requirements

• High School graduate (or equivalent)
• Previous experience working in reproductive health, abortion care, gender-affirming care or family planning, or management/coaching and leading teams
• Excellent communication skills, that considers providing excellent customer service as at the core of your day-to-day tasks
• Experience providing empathetic, patient-centered care
• Experience in multitasking, project management, meeting deadlines, and prioritizing work independently with little supervision
• Experience in delivering sensitive information and education while reducing stigma

Nice To Haves

• Bilingual (English/Spanish) preferred

Responsibilities

• Direct management of team: Involved in all aspects of team management and support, directly managing the VMR role, while playing a key role in hiring, onboarding, supporting, training, coaching and evaluating all members of the VMR team.
• Set clear expectations, provide timely feedback, document all coaching and corrective action, and actively and promptly address attendance, reliability, productivity, quality, and other performance concerns.
• Review and approve time off requests and assist in building staff schedules.
• Responsible for day-to-day staffing execution, monitoring all VMR tasks are within compliance time frames, including monitoring coverage, responding to call outs and vacancies, applying established contingency plans, identifying coverage risks early, and communicating material staffing concerns with a proposed plan.
• Create and review materials, documents, and tools staff utilize while training.
• Ensure staff training is completed; competency is validated, and changes to workflows, systems, billing requirements, or service scope are operationalized consistently.
• Manage staff efficiency and productivity and assist in identifying areas of improvement and help find ways to address these needs.
• Routinely review available productivity, quality, workload, and workflow data; identify trends or outliers; and use those findings to coach staff, request adjustments to operations, or recommend process improvements.
• Provide direct operational coverage when necessary for business continuity, while prioritizing the leadership, staffing, performance management, and workflow responsibilities of the Assistant Manager role.
• Contribute to the culture of the team in explicit and implicit ways, supporting the VCC Manager of Telehealth and Director of the VCC as a key contributor to the overall success of team by ensuring team priorities are carried out.
• Support workforce planning by identifying vacancies, schedule gaps, onboarding needs, and cross training opportunities.
• Maintain an accountable work environment through effective 1:1’s, clear communication, consistent follow through, recognition of strong performance, timely intervention when expectations are not met, and exemplifying PPRM’s values.
• Support implementation of new services, workflow changes, technology, staffing models, by translating decisions into operational steps, confirming staff readiness, updating or creating job aids/SOPs as assigned, monitoring early performance, and escalating barriers with recommendations.
• Maintain timely communication with staff and leaders; respond to requests within expected timeframes; document decisions and action items; and close the loop when work is complete.
• When information is incomplete or a deadline cannot be met, proactively communicate what is needed, the impact, and the revised plan.

Benefits

• Medical/Vision/Dental, with extended mental health coverage.
• Accrued PTO and Sick Time
• 401k/Safe Harbor Contributions (PPRM contributes up to 3% of your pay to your 401k after 1 year of service).
• Employee Loan Program
• Employee Assistance Program and WorkLife Partnership.
• Paid Family Leave/Paid Parental Leave

What This Job Offers

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