Description

Summary:

Supervises Patient Access Liaisons (PALs) and the administration of all duties and tasks associated with the PALs by demonstrating commitment to the organizations In This Together workplace values at all times.

Essential Functions

We Tend to the Team: We recognize that we are a team, and not simply a collection of individuals. We support, appreciate, respect, and trust each other.

• Foster a team culture that values and encourages all forms of feedback.
• Empower and enable team-members to make decisions regarding the work they are closest to.
• Establish and maintain a foundation of trust and respect that includes transparency, open, honest and frequent communication with all team-members.
• Establishes positive and productive working relationships within the Patient Access Center and all other departments.

We Respect and Honor All People: We are committed to a diverse and inclusive organization.

• Fosters a team culture that helps our patients retain their dignity, respect, and their privacy when delivering personal care to them via the phone.
• Respects others opinions.

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We Jump In: We collaborate and work as a team to get the work done.

• Collaborate with Patient Access Manager to hire qualified individuals for Patient Access Center operations.
• Identify team-member training needs, provide and/or coordinate appropriate training.
• Document performance issues as they arise; work with Patient Access Manager and People Services to effectively address issues with team members as needed.
• Provide performance feedback to team-members on a regular basis (i.e. one-on-one meetings).
• Provide frequent and on time team-member performance feedback to Patient Access Manager in preparation to complete annual performance evaluations.
• Monitor team-members performance routinely to ensure goals are met and support training efforts to meet said goals.
• Perform duties of other team-members as needed.

We Try and We Learn: We give our best effort and learn from our experience to do better.

• Handle complex patient concerns/complaints that arise in the Patient Access Center.
• Promote a culture that encourages team-member engagement, motivation and a desire to grow with the organization.
• Seek, reflect on and learn from feedback from colleagues, team-members, mentors and those who use our services.
• Learn from others, share knowledge and best practices
• Ensure team-members are informed of new information related to products, scheduling, procedures, patient/customer needs and company related issues, changes or actions.
• Assist Patient Access Manager in facilitation of weekly staff development meetings.
• Know your limits and be willing to seek support and opinions.

We Care for Our Business: We value everyones contribution to our financial well-being and sustainability. We foster a culture of compliance to conduct business in an ethical and legal manner.

• Incorporate Annual Plan in day to day operations
• Ensure compliance with all Planned Parenthood and regulatory policies, practices, procedures and standards in Patient Access Center operations.
• Maintain thorough knowledge of Planned Parenthood Policies and Procedures as they relate to Patient Access Center operations.
• Audit team-member calls and scheduled appointments routinely to improve quality and patient experience, technical accuracy, minimize errors and track team-member performance.
• Provide best in class customer service to internal and external customers
• Perform other supervisory duties as requested

We Return to Our Mission: We stay motivated and dedicated to providing the highest quality care to those we serve.

• Establishes positive and productive working relationships with all departments
• Manage the operations within the Contact Center, to insure proper maintenance and adherence with high standards of cleanliness and safety.
• Perform other supervisory duties as requested.
• Some travel (20%) may be required, with some overnight stays.

Supervisory Responsibilities:

• Responsible for the overall direction, coordination, and supervision of Patient Access Liaisons.

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: Adaptability Analytical, Business Acumen, Conflict Management, Cost Consciousness, Delegation, Innovation, Judgment, Leadership, Managing People, Motivation, Planning/Organizing, Problem Solving, Project Management, Technical Skills

Qualifications:

• Must have strong interpersonal and communication skills, both verbal and written, and ability to relate to persons of diverse backgrounds.
• Ability to handle highly confidential and sensitive matters and documents.
• Ability to perform duties in a manner that exhibits commitment to providing excellent quality customer service and continuous improvement.

Education and/or Experience

• High School/GED; or three or more years related experience with a commitment to undertake further training and development

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.
• Prefer bilingual in Spanish/English

Mathematical Skills/Reasoning Ability

• Ability to calculate figures and amounts such as discounts, proportions, 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

• Basic computer literacy - keyboarding, e-mail, word processing, calendar
• Knowledge of practice management system and electronic medical records
• Attention to detail

Other Skills, Abilities and Qualifications

• Willingness to work long hours, including late evenings and weekends

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 ability to adjust focus.

Work Environment

The work environment characteristics described here are representative of those an 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.

Duties and responsibilities may be added, deleted or changed at any time at the discretion of management, formally or informally, either verbally or in writing.

Qualifications