SUMMARY

ESSENTIAL DUTIES AND RESPONSIBILITIES OF THE DIRECTOR OF CARE COORDINATION DEPARTMENT. Other duties may be assigned.

• Monitors patient call volume, capacity and productivity for Care Coordination. Creates and maintains staffing levels that meet productivity goals / workload for MRD and meet annual budget.
• Provides direction and guidance in the oversight, implementation, and adherence to internal policies and procedures. Establishes criteria and/or work procedures to achieve a high level of quality, productivity, or service.
  • Maintains current knowledge of policies and procedures, state and local laws, and PPNorCal standards and recommendations impacting care assessment, access and delivery
  • Oversees that the functions of the Care Coordination Department are performed in an efficient and timely manner, and in compliance with the PPNorCal Medical Standards and Guidelines. This includes oversight of relevant training and supervision of staff; collaborating with EHR, IT, Contact Center, and lab interface partners as appropriate; and remediation of errors. These functions include:
    • Maintains affiliate referral and resource information
    • Receipt, review, and follow up of incoming medical records
    • Receipt, review, and follow up of incoming lab results from both internal and external labs
    • Receipt and management of incoming telephone calls from both internal (Contact Center) and external sources
    • Telephonic or written notification of results and mailed reminder letters
  • Establishes and maintains effective working relationships with internal and external customers acting as a liaison with outside entities (hospitals, physicians, county health departments, health care vendors, social services agencies and regulatory agencies).
  • Communicates effectively with Health Centers, Contact Center Leadership, Telehealth Department Leadership, Clinical Operations Leadership, and IT/ E.H.R. staff to maintain quality and efficient workflow of Care Coordination Department.
  • Interfaces with Telehealth Department to establish appropriate workflows to route clinical calls from CC to Telehealth as appropriate.
  • Cultivates collaborative working relationships with community agencies and organizations to meet the community and PPNorCal needs in the region. Represents the organization at meetings, community events, and conferences.
• Ensures that business and clinical processes are “patient friendly”. Encourages innovation and creative thinking in finding opportunities to serve the patient better. Handles patient complaints.
• Ensures processes are in place and followed for excellent clinical quality, and patient and staff safety, including successful completion, and remediation of audits. Coordinates Quality Assurance program along with CC Lead Clinician.
• Develops, motivates, coaches and trains health center staff in building customer service-oriented center teams.
• Fosters a positive communication environment including eliciting staff creativity, ideas, and suggestions. Maintains positive employee relations including proactively addressing potential employee concerns/problems and appropriately respond.
• Leads, motivates, coaches and performs on-the-job training for all team members. Participates in a team approach to patient care, being cognizant of and responsive to the needs of patients and all team members.
• Organizes the development, implementation, and evaluation of workforce plans that are aligned with business goals and growth opportunities.
• Develops, implements, and maintains structures, policies, procedures, and guidelines (internal and external) to ensure successful operations.
• Translates and implements short and long-range objectives consistent with strategic goals and continuous process improvement guidelines.
• Implements operational plans around data analytics to support operational service excellence in Care Coordination.
• Develops annual CC operational and capital budgets, allocating funds within budget limits to accomplish departmental objectives and goals.
• Provides leadership in the application of agency wide Diversity, Equity, and Inclusion as a business imperative.
• Completes vacancy review form, job descriptions, recruitment, interviews and onboarding for CC APC and RN vacant positions. Assists Care Coordination Manager with the completion of vacancy reviews, job descriptions, recruitment, interviews and onboarding for Care Coordination Specialist vacant positions.
• Evaluates and approves/denies earned time off requests for CC APC and RN staff for whom CC is their home department and coordinates with supervisors for CC APCs and RNs for whom another department is their home site.
• Maintains the CC APC and RN schedule, to ensure adequate coverage and smooth workflow, adjusting as needed when workflow issues arise. Coordinates with the Center Directors to determine float APC and RN needs.
• Creates administrative job aids and resource materials for CC Department staff as needed.
• Supervises the productivity, efficiency, quality assurance and adherence to protocols of CC.
• Approves the Care Coordination Specialist schedule to ensure adequate coverage and smooth workflow, adjusting as needed when workflow issues arise.
• Oversees the training process for all Care Coordination staff, including the development of training curriculum/materials and approval of the training plan for new CC staff.
• Ensures CC APC and RN staff and the Care Coordination Manager have received and completed required annual trainings.
• Ensures in-service trainings conducted for CC Department staff members as needed.
• Documents performance concerns and actions when necessary.
• Develops an effective leadership style with team members. Provides timely feedback and performance evaluation reviews with staff.
• Provides timely and professional feedback to After-Hours staff, health center leadership and health center staff, as appropriate.
• Ensures effective and on-going, on-the-job training of team members, evaluate, record individual and team performance, provide coaching and counseling and make appropriate developmental recommendations.
• Completes the annual review process for CC APC and RN staff, with input from the CC Lead Clinician and CC Manager.
• Provides ongoing feedback to the Sr. Director of Clinical Quality Assurance and Medical Director to keep appraised of workflow issues, staffing needs, system issues and needs for process improvement.
• Attends and participates in the following meetings: CQRM, Center Director and Lead Clinician, Medical and Patient Services, and Center Management and Management Team. Attends and participates in other affiliate meetings as needed.

SUPERVISORY RESPONSIBILITIES

• Recruiting, interviewing, hiring and training employees
• Planning, assigning and directing work
• Appraising performance annually
• Rewarding and disciplining employees
• Addressing complaints and resolving problems

QUALIFICATIONS

EDUCATION AND/OR EXPERIENCE

• Bachelor's degree in business administration, healthcare administration, or a similar field.
• Minimum of five years of experience in healthcare operations and process improvement.

• Demonstrated experience managing, training, and developing high-performing teams.

• Demonstrated experience working with multiple stakeholders to identify data-driven solutions to business problems.

• Proficiency in EPIC electronic health record
• Master's degree in a healthcare-related field, business, or industrial engineering.
• Health care operations improvement, physician practice management, and health system complex information technology.
• Experience with customer service and direct patient interaction within an outpatient healthcare setting.

• Excellent written and oral communication skills, including experience in high-level business and practical technical discussions.

LANGUAGE SKILLS

Excellent analytical and organizational skills, written and oral communication skills, including presentations and negotiations. Ability to collaborate across departmental lines, establish and maintain strong relationships with internal and external partners. Ability to write reports, business correspondence, and procedure manuals. Ability to communicate effectively, make decisions, solve problems, and function as a team leader. Ability to effectively present information and respond to questions from groups of managers, clients, customers, and the general public.

MATHEMATICAL SKILLS

REASONING ABILITY

COMPUTER SKILLS

PROTECTED HEALTH INFORMATION (PHI) ACCESS REQUIREMENT

OTHER SKILLS, ABILITIES, QUALIFICATIONS

• Ability to work with multiple stakeholders to identify data-driven solutions to business problems.
• Ability to translate technical findings into actionable recommendations through easy to digest reports and presentations.
• Strong financial and business acumen with an understanding of a multi-faceted business operation.
• Comfortable managing multiple and changing priorities and meeting deadlines in an entrepreneurial environment.
• Be able to handle multiple projects and activities in a timely, organized manner.
• Develops solutions to a diverse range of complex problems, which require creativity and innovation within broadly defined policies and practices.

• Ability to effectively manage change.
• Ability to assist in program analysis and proactively take initiative in response to identified needs
• Excellent verbal, written and interpersonal communication skills.
• Handle communication problems with other staff and managers directly, constructively, and with sensitivity.

• Ability to maintain strict confidentiality.
• Ability to work in a busy environment, handling multiple tasks simultaneously without compromising accuracy, attention to detail, and courtesy/respect to patients and staff.
• Ability to proactively make decisions, solve problems and function as part of a team.

• Handle stressful, sensitive and/or challenging situations appropriately
• Maintain professional image through appropriate dress and manner.

• Treat other staff and patients with courtesy and respect at all times, under all circumstances.
• Accept, learn from and integrate feedback from knowledgeable persons
• Willingness to promote Planned Parenthood services and goals to clients, friends, and others in the community.

Planned Parenthood Northern California is an equal opportunity employer and works affirmatively to include diversity among its staff and does not discriminate on the basis of race, color, ethnicity, religion, sex/gender identity, sexual orientation, national origin, age, disability, income, marital status, or any other irrelevant dimension of diversity. PPNorCal values collaboration between employees of diverse backgrounds and experiences.

We provide healthcare and education services to 137,000 adults and youth every year at 17 health centers located throughout 20 Northern California counties. Planned Parenthood Northern California offers high-quality, affordable health care to all, regardless of income, insurance, or immigration status. We care. No matter what!

Our experienced and caring medical staff gives each patient honest information and personal attention. We provide a full range of services, including birth control, breast exams, cancer screenings, medication and in-clinic abortion, pregnancy testing and counseling, prenatal care, PrEP, and nPEP to prevent HIV infection, STD screening and treatment, vasectomy and infertility services, gender-affirming hormone therapy, and more.