Patient Flow Coordinator

As a Patient Flow Coordinator, you will save lives while you:

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

We are looking for the following:

Education:
High School level education and above are welcomed to apply
Experience:
Two years’ experience in a health, medical or social service setting or one year demonstrated supervisory experience
Planned Parenthood or family planning experience preferred
Other:
 
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 schedule requires some Saturdays and/or evening hours
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