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Director of Patient Services

Planned Parenthood of Wisconsin, Inc.
United States, Wisconsin, Milwaukee
302 N Jackson St (Show on map)
December 05, 2022
PLANNED PARENTHOOD OF WISCONSIN, INC. MILWAUKEE, WI DIRECTOR OF PATIENT SERVICES At Planned Parenthood of Wisconsin, Inc. (PPWI), we work to provide quality, affordable health care services, comprehensive education, and strong advocacy. We serve over 60,000 patients annually in 22 health centers statewide, making us the largest and most trusted reproductive health care provider in Wisconsin. Our goal is to help keep Wisconsin safe, healthy and strong! This is an excellent opportunity for a Director of Patient Services (40 hrs./wk.) at one of our offices and throughout our health centers in Wisconsin. PURPOSE OF POSITION: The Director of Patient Services works collaboratively with the Patient Services Administrative Team to achieve Patient Services goals in the provision of medical services while promoting fiscal responsibility and growth. This work will entail the operational components of delivering healthcare. They will lead special projects determined by the agency's strategic plan and Patient Services annual work plan goals consistent with the agency's overall vision, values, and objectives. They are also responsible for overseeing all aspects of programs and projects including planning, training, monitoring, and evaluating of individual project outcomes. The Director of Patient Services is responsible for overseeing the administration of grants related to patient services. They will ensure the agency's compliance with all non-fiscal aspects of grants. QUALIFICATIONS: * Must be committed to quality healthcare, excellent customer service, and the vision and the values of Planned Parenthood of Wisconsin, Inc. * Must have excellent customer service skills and be committed to providing the highest level of customer satisfaction. * Must have demonstrated competency in diversity, equity, inclusion, and belonging. * Must be sensitive to cultural and ethnic differences among staff and patients. * Must have excellent written and verbal communication skills in order to communicate effectively with staff, patients, community members and affiliates. * Accuracy and attention to detail are essential. * Must have the ability to read and implement written instructions. * Must demonstrate an excellent understanding of operational, business and medical delivery systems. * Must adhere to professional and agency standards, guidelines, policies, and procedures. * Strong organizational skills and computer literacy required. * Must be analytical and a creative problem solver. * Must have demonstrated leadership skills and a proven ability to contribute to highly functioning teams. * Maintains professional growth and development through continuing education, including participation in conferences, workshops, and professional affiliations. * Willingness to function as a role model and educator. * Ability to work independently as well as collaboratively with members of the health care team. EDUCATION and EXPERIENCE: Bachelor's Degree in Business, Healthcare, Public Health or related field and minimum of five (5) years of health care management experience or related healthcare administration experience required. Graduate degree preferred. At least five years' experience managing a multi-site clinical operation, including budgetary oversight preferred. An equivalent combination of education and experience from which comparable knowledge and abilities can be acquired may be considered. Must have demonstrated supervisory experience. SUPERVISORY EXPERIENCE: Carries out supervisory responsibilities in accordance with the organization's policies and applicable laws. Responsibilities include interviewing, hiring, and training employees; planning, assigning, and directing work; performance management of employees; addressing complaints and resolving problems. PHYSICAL REQUIREMENTS: The physical demands described here are representative of those 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. Extensive standing, walking, reaching, frequent sitting, grasping, manipulation of equipment, utilization of fine finger movements, occasional kneeling, crouching, squatting, twisting, and climbing. Requires the ability to operate medical equipment. Ability to see objects closely and discriminate colors, hear sounds with some background noise, write legibly and the ability to lift and move up to 30 pounds. WORKING CONDITIONS: The position is generally performed in a medical office environment but involves frequent interruptions. The noise level is generally low to quiet. The work environment characteristics are representative of those an employee encounters while performing the essential functions of this position. Reasonable accommodations, however, may be made to enable individuals with disabilities to perform said essential functions. Will work with blood or blood-borne pathogens and will require OSHA training which will include extensive safety precautions and the use of protective equipment. Must have own transportation. This position requires regular occasional travel statewide, therefore a valid driver's license and auto insurance in accordance with agency liability standards is required. Evening and/or weekend hours may be necessary. ESSENTIAL DUTIES and RESPONSIBILITIES: Participates in the planning, implementation, administration and evaluation of the affiliate's Patient Services department to maximize quality of care, cost-effectiveness and customer experience. Participates in the development of the Patient Services department's long range and annual work plans. Works with the Patient Services Administration Team and Center Managers in support of the implementation of strategic and operational plans. Oversees the operational management of family planning services in collaboration with Patient Services team to meet or exceed health center productivity, revenue, margin, patient donations, patient advocacy and quality goals. Provides direct supervision to members of the Patient Services Administrative Team through direction, feedback, problem solving, technical support and interpretation of agency policy and procedures. Develops and implements systems for monitoring health center business performance throughout the year in collaboration with business operations staff. Identifies and reports key metrics that are reported to patient services and senior management team on a routine basis. Directs the participation of appropriate staff in designing, developing, implementing and evaluating projects and programs either new or established. Leads efforts to ensure effective communication of new initiatives by acting as a spokesperson and advocate for projects. Participates in the development of the patient services budget. Works with VP of Patient Services, Regional Directors and CFO to ensure that budget development is a participatory process and involves relevant stakeholders. Demonstrates commitment to financial growth and fiscal responsibility. Leads the monthly review process on health center productivity and financial metrics in conjunction with Business Operations, Finance, Regional Directors, Center Managers, Clinicians and other staff to ensure that health center metrics and RVU's are continuously measured, monitored and improved. Consults with related staff (e.g., Finance, Patient Services, Education, IT) to research, develop, write and submit grant applications and budgets. Consults with key staff to monitor grant program activities, ensuring compliance with program objectives, progress toward meeting objectives, work plan adherence, etc. Consults with related staff to compile clinical data, statistical and other relevant information related to each grant program, review information for accuracy, write, edit and submit statistical and narrative grant reports. Collaborate with Patient Services, Business Operations and IT staff to assist with EHR implementation and enhancements. Ensures exemplary and consistent patient centered healthcare delivery. Monitors patient satisfaction data and shares key elements with managers and providers for the purpose of service delivery improvement. Participates in PPWI's Quality Assurance and Risk Management program. Participates in preparation for PPFA accreditation process, including evaluation and/or implementation of recommendations by PPFA. Adheres to affiliate goals, policies and standards of conduct in terms of professionalism. Serves as the lead contact for all Patient Services data both ongoing and ad-hoc. Represents PPWI in community, coalitions, public events and other necessary functions. Performs other duties as needed or directed. PPWI is an equal opportunity employer committed to diversity in the workplace.