PATIENT SERVICES DIRECTOR
JOB DESCRIPTION

Title: Patient Services Director

FLSA Status: Full-Time, Salaried Exempt

Department: Patient Services

Location: Eugene/Springfield, Medford, Ashland, and/or Grants Pass

Reports to: COO

This position is open until filled.

Our Vision

We seek a world in which all children are wanted and cared for, all people have equal rights and dignity, sexuality is expressed with honesty, equality, and responsibility, and the decision to have children is private and voluntary.

Our Mission

To ensure the rights of all individuals to manage their sexual and reproductive health, by providing health services, education, and advocacy. No matter who you are, your identity, where you’re from, or who you love, you are welcome here.

General Summary

The Patient Services Director is accountable for the efficient operation of all the PPSO Health Centers and the Call Center. This position reports to the Chief Operations Officer (COO). The Patient Services Director will partner with Health Center Managers and the COO to achieve and maintain high standards of patient care, standardized and efficient operations, and ensure that services and care provided are patient-centered at all times. The Patient Services Director tracks, reports on and partners with health center managers for all health center operational outcomes, including KPIs, and achievement of strategic goals, including patient satisfaction and patient access. The Patient Services Director works in collaboration with clinical leadership to plan, implement and lead quality improvement strategies to achieve efficient use of staff, productivity, visit volume, call optimization, schedule utilization and achievement of a high-quality patient experience.

As the leader on the larger Health Center Operations Team (HCOPS), the Patient Services Director provides direct affirming and culturally responsive, supervision and works collaboratively with Health Center Managers and Patient Services leadership to establish and maintain standards of practice, improve outcomes and overall quality of care. The Patient Services Director actively serves as a steward of “In This Together" values to the team providing guidance and resolving issues and problems as they arise providing and promoting quality, inclusive, and affirming customer service to our patients. The position is responsible for ensuring health initiatives, including service expansion and quality improvement projects, are executed throughout the affiliate, are successful, and are delivered in a patient-centered manner.

Essential Duties and Responsibilities

Partner with Patient Services Leadership and Managers to ensure a collaborative team centered in belonging.

• Partner with COO to establish Annual Department Workplan
• Develop Annual Health Center Workplans, in collaboration with Health Center Managers, and Clinical Leadership to establish health center goals and ensure measures and targets are in alignment with overall department goals and organization strategic plan.
• Establish key performance indicators (KPIs) reporting process and report weekly to COO
• Partner with internal and external project managers to take on and see one-off projects through to completion.
• Partner with Health Center Managers to solve patient-facing issues and ensure an excellent patient experience from initial point of contact to check-out and follow-up.
• Participates on the Patient Services Leadership Team.
• Provide support to Health Center Managers for resolution of handling patient complaints, including timely incident reporting and escalation to Clinical Leadership, as indicated.
• Escalate to Clinical leadership any clinician issues that are not remedied by direct communication and team process.

Serves as a leader in Patient Services Operations

• Serves as a role model to staff and peers in business ethics, integrity, customer service, recovering skills and inclusive leadership.
• Develop, mentor, and coach direct reports in performance management, change management, and staff development in building a creative, innovative, service-oriented, culture of safety. Build and reinforce a culture where center staff are personally accountable and take pride in their work.
• Hire, coach, supervise, and evaluate Health Center Manager and Call Center Manager supporting hiring Health Center Assistants and Receptionists.
• Fosters a “total agency” mentality and a culture where staff feel appreciated and recognized
• Provide effective direction, guidance and leadership to Health Center Managers for effective teamwork and motivation.
• Partner with the Health Center managers to build and nurture effective health center teams.
• Supports efforts to provide services that are affirming and culturally responsive and takes the initiative to develop own awareness and knowledge of the principles and scope of diversity, equity, and inclusion.
• Observe Health Center Managers to ensure continued quality and consistently in their job responsibilities.
• Coach Health Center Managers to forecast health center needs including staffing, facilities, IT, and other issues.
• Provide management of staff and center in absence or vacancy of Health Center Managers
• Partner with Health Center Managers to organize and oversee work schedules for optimal utilization of staff to meet practice needs, ensure efficient clinic flow and call center capacity, and stay within budgeted staffing levels.
• Review incident reports with Managers as needed.

Data Analysis

• Prepare reports and analysis showing progress and adverse trends with appropriate recommendations and action plans for countermeasures toward improvement.
• Support the COO and leadership in reports for the internal and external stakeholders (i.e. Board, funders, etc.).
• Accountable for outcomes and deliverables associated with patient services-related projects and grants reporting requirements.
• Track patient volume and report KPI metrics on a weekly, monthly, quarterly, and annual basis to leadership.
• Translate and coach managers in using data and information to drive decision making,

Communication and Cross Department Collaboration

• Able to work collaboratively with leadership across the organization to ensure that patient care delivery is coordinated, standardized, and in alignment with PPSO strategic goals.
• Recruit, employ, and retain adequate personnel to maintain appropriate staffing needs, utilizes staff in an efficient manner.
• Partner with the PPSO Training Managers and Clinical Leadership to ensure all non-licensed staff and clinical staff are adequately oriented and trained to offer excellent customer service to patients, consistent with medical standards and guidelines. Including working in partnership with Facilities and Security Director, , and other organization staff.
• Contribute to the submission of grants for future funding initiatives.
• Partners with Quality Assurance, Compliance and Clinical Leadership roles to ensure compliance with PPFA accreditation standards, and all applicable state and federal regulations.
• Partners with Director of Quality and Compliance to ensure Health Centers are in compliance with all regulatory standards and agencies, including OSHA, PPFA, CLIA, RH program, etc.
• Collaborates with Leadership, HR, and Director of Equity and Culture to achieve health equity goals and objectives.

Budgeting and Finance

• Ensure that managers understand and are accountable to their program budgets. Responsible for analysis and planning associated with profit and loss statements of assigned health centers/region.
• Coordinate the annual planning and budgeting process for the health centers based on established goals and objectives with the COO and Finance Director
• Assures all Health Center managers are working with the Inventory and Supply coordinator to develop and maintain inventory management systems.

Other Responsibilities

• Travel to all PPSO locations required.
• Expectation to accommodate working some weekends.

Productivity: Participate and lead health center efforts to achieve established goals for productivity.

Revenue Cycle: Participate in health center/affiliate efforts to achieve established revenue cycle goals.

Customer Service

• Adhere to affiliate goals and policies on staff conduct, wait time in-clinic and on the phone, and the system for addressing client complaints.
• Provide high quality customer service at all times.

Responsibilities to the organization

• Work cooperatively and constructively with co-workers, supervisors, volunteers and other representatives within the organization as well as external customers.
• Exhibit flexibility and adapt well to change.
• Demonstrate accountability and initiative with work assignments and work relationships.
• Model leadership communication and individual accountability values that demonstrate and lift up positive and direct communication and problem-solving over indirect communication and problem-sharing.
• Operate within the policies and procedures of Planned Parenthood of Southwestern Oregon.
• Directs behavior to emphasize the achievement of organization goals and core values.
• Support the mission and philosophy of Planned Parenthood.
• Deliver services in a manner that provides objectivity and supports the entirety of services provided by Planned Parenthood of Southwestern Oregon.
• Sensitive to cultural and ethnic differences among staff and clients.

Equity and Culture

• Participate in monthly DEI Learning Forums.
• Display ability to share your personal and professional racial equity journey related to undoing racism and dismantling anti-Blackness and other forms of oppression that exist in marginalized communities within health care institutions.
• You can share your life lessons from lived experiences when it feels supportive to you; and you can readily share your learnings from various resources that have most profoundly led to your learning about anti-racism and anti-oppression.

Supervisory Responsibilities

• This position is supervisory in nature. Supervise health center managers and call center manager. Carry out supervisory responsibilities in accordance with the organization’s personnel policies and procedures and applicable human resources laws.

Qualifications

The requirements listed below are representative of the knowledge, skill, ability, and physical demands 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.

• A commitment to PPSO's mission and values.
• Demonstrate skills in planning, organizing, and coordination of health service operations, and leading complex team-based operations.
• Experience and success with the use of CQI tools, team and a Just Culture of Safety.
• Commitment to and experience in positions focused on customer service and satisfaction.
• Ability to assess new opportunities, implement change, and carefully manage resources in order to build long term sustainability.
• Excellent leadership skills which ensure the ability to communicate goals, clarify tasks, and build effective teams and partnerships.
• Familiar with health center funding sources, billing systems and medical coding.
• Demonstrated proficiency with Personal Computers (PCs), Microsoft WORD and EXCEL and Internet applications; knowledge of health care software a plus.

Minimum Education and/or Experience

• Bachelor’s Degree in Business, Healthcare, Public Health or related field or equivalent combination of education and experience.
• Minimum of five (5) years of health care management experience or related healthcare administration experience required.
• Must have demonstrated supervisory experience.

Preferred Education and/or Experience

• Master’s degree in health care or a related field required (MPH, MBA, MSW, MSN, RN)
• Three years experience managing a multi-site clinical operation, including budgetary oversight.

Availability

During peak activity periods work in excess of 8 hours per day and/or 40 hours per week. Job will involve evening hours and possibly weekend hours as well as early morning meetings. Job may require evening and weekend work.

Physical Requirements

This position may have periodic contact with hazardous materials.