The Role
Coordinates daily patient flow in a health center by monitoring wait times, optimizing room utilization, adjusting staff schedules, supporting patient care associates, and promoting efficient, patient-centered service. The role serves as an EHR super user, communicates operational issues to clinic leadership, supports staff training, and ensures compliance with healthcare policies, HIPAA, and applicable regulations.
Summary Generated by Built In
POSITION SUMMARY
Responsible for the daily health center patient flow. Reduces patient wait times and ensures a positive patient experience. Maintains center specific systems that meet productivity performance benchmarks. Trained to perform the duties of a patient care associate and jump in when needed.
ESSENTIAL JOB DUTIES AND RESPONSIBILITIES
Customer Service & Productivity (70%)
Continuously monitor and prioritize charts/clients waiting and optimize room utilization, using staffing model. Ensure appropriate triage as necessary.
Monitor and minimize wait times offering options to clients and making adjustments to services as necessary to facilitate excellent customer service and meet customer satisfaction benchmarks.
Continuously monitor and adjust staff schedules on a daily basis to ensure efficient delivery of service and adequate break/lunch times. This includes the authority to make changes in staffing patterns and/or duties to assure optimum flow and patient satisfaction. Decisions will be made in coordination with other clinic leaders.
Promote continuous communication that creates and maintains a teamwork approach and effective customer service.
Contributes to achieving health center productivity goals.
Understands and commits to customer-oriented approach to health care delivery.
Program & Office Support (20%)
Proficient in the duties of a Patient Care Associate
Acts as an electronic health record super user.
Proactively looks ahead at schedules assessing potential patient and staff schedules. Concerns/solutions communicated with Clinic Leadership.
Collaborate with staff and Clinic Leadership to facilitate optimal patient care and flow.
Keep site leadership informed of the flow of the day and anything out of the ordinary
Supports clinical leadership in training, motivating, monitoring staff members.
Works effectively with volunteers, trainees and temp agency personnel.
Performs other educational and experience related duties as required.
Other (10%)
Remain abreast of policies, procedures and best practices.
Meets Clinical Services Standards of Behavior.
Completes all responsibilities according to established protocols, policies and standard practices in the areas of ADA and regulatory compliance programs such as HIPAA.
CORE COMPETENCIES
A demonstrated commitment to PPGNY’s mission related to bodily autonomy, health equity, and gender and racial justice.
A demonstrated commitment to learning about and enhancing practices related to racial equity and its impact on healthcare systems.
Strong relationship building and communication skills, including an ability to work and build trust across cultural differences related to related to race, class, age, gender, gender identity and expression, sexual orientation, religion, ethnicity, national origin or ability; and to reflect on one’s personal identity with humility.
Ability to provide compassionate, non-judgmental and culturally responsive care across race, class, age, gender, gender identity and expression, sexual orientation, religion, ethnicity, national origin or ability; and demonstrates deep sense of accountability to patient experience.
REQUIRED SKILLS/ABILITIES:
Interpersonal
· Excellent customer service and communication skills
· Ability to remain focused and calm in stressful situations.
· Excellent interpersonal and verbal skills
· Superior oral and written communication skills
· Ability to develop and maintain effective, professional relationships with internal and external stakeholders.
· Ability to work effectively as part of team.
Technical
· Proficient in Microsoft Office
· High degree of comfort with electronic health record
Subject Matter Knowledge
· Patient Care Associate Duties
Work Habits/Attributes
· Keen attention to detail
· Excellent organizational skills
· Outstanding time management skills, including the ability to work under deadline.
· The ability to produce high quality work in a fast-paced environment with changing and/or competing priorities.
· Ability to exercise sound judgment and independent decision-making skills.
· Ability to produce reliable, high-quality work with minimal direct supervision.
· Ability to exercise discretion in the handling of confidential information.
· Ability to work a flexible or extended schedule, including evenings and weekends, as operational demands require.
· Well-developed problem-solving and critical thinking skills
REQUIRED QUALIFICATIONS
Minimum education
o High school diploma/GED
PREFERRED QUALIFICATIONS
· Previous experience working with electronic health record.
· Proficiency in other languages preferred
· Prior Planned Parenthood employment
· Prior health care employment
· Previous experience in a high-volume customer service role
· Proficient in duties of Patient Care Associate
· Must have excellent writing and interpersonal skills and must be detail oriented.
· Computer proficiency in Microsoft Office and Electronic Health Records.
· Familiarity with on-line medical databases a plus.
PPGNY's benefits package includes:
Generous PTO and holiday schedule
Medical, dental and vision coverage options for you and eligible dependents
FSA, HSA, Commuter pre-tax reimbursement funds
Short- and Long-Term Disability, Free Basic Life and AD&D
401(k) Retirement Plan with Safe Harbor contributions after 1 year of employment
All positions at PPGNY require:
Proof of immunization or immunity to certain communicable diseases (including influenza during the flu season and Covid-19) and testing for tuberculosis. These certifications are required by the NYC DOHMH Health Code, NYSDOH and OSHA.
Planned Parenthood of Greater New York (PPGNY) is a leading provider, educator, and advocate of sexual and reproductive health care in New York State. PPGNY is proud to provide a wide-range of family planning services at our brick-and-mortar health centers and mobile care units. We care for everyone regardless of their immigration status, zip code or ability to pay. PPGNY’s education and outreach programs are backed by medically accurate, evidence-based information that allows people to make informed decisions about their health and future. As a voice for reproductive freedom, PPGNY supports legislation and policies that ensure all New Yorkers have access to the full range of reproductive health care and education.
At PPGNY, we provide the absolute best care to our patients and our communities through innovative health care delivery and education programming. We care for everyone who walks through our doors regardless of insurance, ability to pay or immigration status. As a leading voice for reproductive freedom, PPGNY fiercely advocates for policies to ensure that all New Yorkers will have access to the full range of reproductive health care services and information.
PPGNY is committed to diversity, equity, and inclusion. We believe we are most impactful when people with a wide range of backgrounds, experiences, and identities come together with common purpose. We encourage candidates from all backgrounds to apply.
Skills Required
- High school diploma or GED
- Excellent customer service, communication, interpersonal, oral, and written skills
- Ability to remain calm and focused in stressful situations
- Ability to build effective professional relationships and work as part of a team
- Proficiency in Microsoft Office
- Comfort using electronic health records
- Knowledge of Patient Care Associate duties
- Strong organizational, time management, problem-solving, and critical-thinking skills
- Ability to exercise sound judgment, make independent decisions, and handle confidential information
- Ability to work a flexible or extended schedule, including evenings and weekends
- Previous experience working with electronic health records
- Proficiency in additional languages
- Prior Planned Parenthood employment
- Prior healthcare employment
- Previous experience in a high-volume customer service role
- Proficiency in Patient Care Associate duties
- Familiarity with online medical databases
- Proof of required immunizations or immunity and tuberculosis testing
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The Company
What We Do
Planned Parenthood of Greater New York (PPGNY) is a leading provider of sexual and reproductive health services and information in New York State. Operating 30 health centers from Brooklyn to Ithaca, PPGNY serves as a fierce advocate and committed partner to advance equity and improve health outcomes for all, regardless of age, gender identity, immigration status, or ability to pay.
