Director, Patient Access and Call Center Operations - Los Angeles, CA

Planned Parenthood Los Angeles is seeking an experiencedDirector, Patient Access and Call Center Operations with excellent customer service and management skills to join our team. Directly responsible for the success of the Call Center and a contributor to the front end patient access services success, with focus on the efficient delivery and overall effectiveness of the programs. Responsible for managing Call Center personnel and financial resources and planning, quality assurance, compliance on data entry/quality, staff optimization, implementing change, setting performance goals, measuring outcomes, and productivity of the department. Create strong systems for the Call Center, front office customer service, registration, check in, check out, charge capture and point of service collections. Ensure the integrity of data and compliance of health center based revenue cycle and other front office related systems. Work collaboratively with Health Center Leadership and Revenue Cycle Team to align front office workflows to proper insurance verification, billing and collection efforts. Ensure that the Call Center and Front Office systems and processes align effectively with other departmental systems and processes.
Over one hundred years ago, Planned Parenthood was founded on the idea that everyone should have the information and care they need to live strong, healthy lives and fulfill their dreams. Founded 52 years ago, Planned Parenthood Los Angeles is one of the largest providers of reproductive health care services in Los Angeles County. The Planned Parenthood Los Angeles (PPLA) team works together to provide high-quality, affordable reproductive health care to women, men, and young people across Los Angeles County. At PPLA, you will discover a culture of like-minded individuals who are eager to make positive contributions to their community and to the Planned Parenthood mission.
Our Ideal Candidate will have the following qualifications:
  • Bachelor’s degree in related field or equivalent training experience required
  • Minimum of two (2) years’ experience in a health, medical, or social service setting required
  • Minimum of two (2) years supervisory experience required
  • Patient Access, Call Center, reproductive health and/or primary/managed care experience required
  • Relevant experience, the skill and competence to manage healthcare/health center operations
  • Ability to hire, mentor, train, coach, and motivate subordinates
  • Travel is required for this position. A reliable means of transportation is required
  • Willingness to travel frequently within the affiliate and periodically to outside meetings required
Patient Access:
  • Maintain expert knowledge of Health Center Operations’ front office systems and processes and ensure they are functioning effectively and continuously improving, starting with demographic data collection systems related to the Call Center and patient scheduling, and including the health center front desk operations and the back of the health center
  • Responsible for creating strong systems for customer service, registration, check in, check out, charge capture, and front end collections. Ensure the integrity of data and compliance of health center based revenue cycle and other front office related systems
  • Work collaboratively with Health Center Operations, Finance, Revenue Cycle Management, IT, and Patient Services to ensure key performance indicators are met and that health center operations’ front office systems and processes align effectively with other departments
  • Redesign systems and processes based on external and internal factors and in collaboration with other departments as indicated
  • Provide direction and support implementation of viable technical and logistical solutions to complex front office problems within Health Center Operations
  • Develop front office policies, procedures and workflows that support a culture of excellent patient experience, accountability, regulatory compliance, and integrity
  • Develop, plan, and implement front office strategic goals in concert with other key agency-wide stakeholders
  • Direct projects related to front office operations as needed
  • Support front office job function and staff
  • Collaborate with the Health Center Supervisor and ensure effective onboarding, training, and ongoing competency of front office staff
  • Partner with Patient Services Leadership, Health Center Managers/Supervisors, Human Resources, and other key stakeholders to ensure optimal staffing levels are reached and maintained
Call Center:
  • Manage Call Center Program and Operations and support the Call Center Supervisor/Manager in program/staff oversight
  • Manage and oversee training and scheduling of staff, and re-training in any deficient areas
  • Monitor and oversee quality assurance/customer service of all call center staff
  • Ensure all performance metrics goals are met
  • Be “on call” during all hours of the call center operations for issues/concerns
  • Daily/hourly monitor of all system efficiencies and timely adjustments when needed
Financial Management:
  • Review, authorize, and monitor expenditure reports in accordance with Agency policy and procedure
  • In collaboration with the Training Department, provide training on policies and procedures to staff to ensure compliance with financial standards
  • Review call center payroll reports for compliance to Agency and regulatory agency policies
  • Review billing/charge reports to ensure ethical, accurate, and timely submission of charges
  • Understand the job functions of call center, front office, insurance verification and revenue cycle staff. Develop operational processes and establish workflow processes across functional areas or departments to ensure optimal capture of rendered services
Risk Management/Quality Assurance Compliance:
  • Ensure that call center meets all internal and external Standards of Conduct as well as all legal and regulatory requirements
  • Coordinate internal audit visits, data collection, and reporting per Agency policy
  • Ensure the creation and implementation of any corrective action needed as a result of internal or external quality assurance, Medi-Cal, OSHA, or other governing agency audit
  • Ensure compliance with state worker compensation and OSHA safety training requirements
  • Oversee quality assurance activities (timely reporting, follow-up, distribution)
  • Oversee compliance with PPLA policies and procedures in accordance with state and federal regulations for patient care and services (Medi-Cal or other governing agencies)
  • Continuously assess, develop, and implement plans to improve department’s performance and programs
  • In collaboration with RQM, responsible for compliance functions related to patient access: insurance, billing, etc.
Staff Management:
  • Collaborate with Human Resources Department in ensuring that staff understand basic wage and hour laws, federal, state and local laws and regulations, and legislation affecting employment
  • Plan, organize, and supervise all call center staff to ensure efficient and effective service
  • Direct and approve staffing plans to promote the maximum use of all personnel and the reduction or addition of staff based upon load ratios and Agency guidelines
  • Conduct regular staff meetings with appropriate department leads as necessary
  • Responsible for all staffing activity such as hiring, promotions, performance evaluations, salary increases, and disciplinary actions with appropriate approvals from Vice President, Patient Services and HR
Generous salary and benefits package includes:
  • Medical, dental, and vision coverage options for you and eligible dependents
  • Free basic life/AD&D policy with additional voluntary coverage options
  • Short Term Disability, Critical Illness and Accident policies
  • 403(b) Retirement plan with up to 3% employer match
  • Medical and Dependent Flexible Spending Account plans
  • Public Transportation and Commuter Pre-Tax Reimbursements
  • Generous vacation, sick, and holiday benefits
Planned Parenthood Los Angeles is an Equal Employment Opportunity and Affirmative Action Employer. We will consider for employment qualified applicants with criminal histories in a manner consistent with the requirements of Los Angeles County Ordinance No. 184852.