Patient Flow Coordinator

Founded in 1933 by Pasadena residents dedicated to women's health, PPPSGV is not only among the oldest of Planned Parenthood affiliates—we're also one of the fastest growing. Today, we see over 60,000 patient visits per year and deliver over 15,000 opportunities for sex and relationship education in our schools and colleges.
Planned Parenthood Pasadena and San Gabriel Valley (PPPSGV) is an affiliate or member of Planned Parenthood Federation of America (PPFA) – one of 67 across the country. PPPSGV provides on-the-ground reproductive health care, health education and advocacy for local people across Pasadena and the San Gabriel Valley.
PPFA is a national organization and does not provide direct medical services in local communities, but serves as a resource for policymakers, media and health care providers. PPFA does set medical standards for all Planned Parenthood affiliates in the United States and, in so doing, ensures the high quality healthcare offered by its affiliates.
The local and national organizations conduct independent fundraising campaigns, but work to coordinate these efforts.
To learn more about us, please click on the links below:
About Us | Planned Parenthood Pasadena and San Gabriel Valley, Inc.
Annual Reports | Planned Parenthood Pasadena and San Gabriel Valley, Inc.
Responsible for the daily health center patient flow. Serve as the subject matter expert in center efficiency and productivity. Develop and maintain center specific systems that meet productivity performance benchmarks, reduce patient wait times and ensure a positive patient experience. Triage waiting patients and manage daily staff and patient schedules. Delegate roles and responsibilities to center staff as needed.
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

PPPSGV is committed to fostering an inclusive and diverse workplace. We offer a series of workshops during employee onboarding and throughout the year. We also provide additional opportunities to get involved in our diversity, equity, and inclusion (DEI) work through various task forces, conferences, and staff retreats.
We are a prominent team of passionate health experts who adhere to the highest standards as we collaborate and care for people without judgment. As we stand in solidarity with communities of color, we demand greater diversity, equity and inclusion (DEI) within our organization.
Join our team and be part of a powerful movement to shape the future of sexual and reproductive health!
“We are Planned Parenthood Pasadena & San Gabriel Valley”, for more information about our affiliate, please visit: We are Planned Parenthood Pasadena & San Gabriel Valley! (youtube.com)
For additional career opportunities, please visit our careers page: Careers at PPPSGV | Planned Parenthood Pasadena & San Gabriel Valley
All qualified applicants with arrest or conviction records will be considered for employment in accordance with applicable laws, including the Los Angeles County Fair Chance Ordinance for Employers, the Los Angeles Fair Chance Initiative for Hiring, and the California Fair Chance Act. Background check will be required.
Planned Parenthood Pasadena & San Gabriel Valley is an Equal Opportunity Employer.