Assistant Call Center Director - Health Care Job at Planned Parenthood California Central Coast
Planned Parenthood California Central Coast Thousand Oaks, CA
$30.51 an hour
Planned Parenthood California Central Coast (PPCCC) values diversity, equity, and inclusion. We believe we are most impactful when people with a wide range of backgrounds, experiences, and identities come together with common purpose. We are committed to advancing health equity in communities along the Central Coast and we are taking focused steps to become an organization where every person feels a genuine sense of belonging. With this focus, we strongly encourage Black, Indigenous and People of Color (BIPOC) and members of the LGBTQ+ community to apply and help serve the needs of our communities.
PPCCC is a trusted provider of high-quality, affordable reproductive health care along California’s Central Coast. Each year, PPCCC provides 35,000 people on the central coast with health care services; including sexually transmitted infection testing and treatment, birth control, breast and cervical cancer screenings, vasectomies, and safe and legal abortion care at our six health center locations. PPCCC also provides comprehensive sexuality education programs to help adults and teens make healthy decisions, prevent unintended pregnancies, and avoid sexually transmitted infection.
Job Summary:
In conjunction with Call Center Director and Senior Director of Medical Services, implement optimal patient services by providing or assuring facilitation on a daily basis that helps meet productivity performance. Must have experience with specialized services such as Sterilization (Vasectomy), HIV testing and counseling, LEEP, colposcopy and STI testing and treatment. Be able to remain organized and pay attention to details. Must have an understanding of Abnormal Lab follow-up policies and procedures and how to implement changes to those policies and procedures as needed.
Ensure adherence to and implementation of Planned Parenthood California Central Coast written medical protocols, policies and procedures and the State of California regulations- Compliance with code of Conduct while maintaining the highest level of professional and ethical standards and to act in compliance with both the letter and spirit of all applicable laws and regulations.
- Become primary staff resource in the absence of the Center Director.
- Continuously monitor and adjust staff (non-licensed) schedules to ensure efficient delivery of service and adequate break/lunch times. This includes the authority to make changes in staffing patterns and/or duties.
- Support Center Director in training, monitoring and evaluating staff (non-licensed) members. Assist the Center Director with assessment of staff training needs and evaluate staff performance. Ensures adequate staff is trained to provide services according to job description.
- Comply with infection control, safety policies and emergency guidelines.
- Maintain ongoing and appropriate communication with Case Management RNs (CM-RN) and staff in clinics.
- Maintain and have thorough understanding of all abnormal lab follow up policies and procedures for patients obtaining services in the health centers, including meeting second and third contact attempts within specified time frame for required labs.
- Maintain up-to-date and accurate handouts, notification letter, reminder letters to mail to patients for all referrals and follow-up
- Participate as a member of the health care team. Attend all abnormal lab meetings, and other educational programs, conferences and meetings as required.
- Provide medically accurate information and give patient five points of notification per PPFA standards, guidelines, protocols, and policies.
- Document during or immediately after each call with accurate and clear information.
- Make all notification attempts for No Show PMEs, Rejected Labs, CT, and GC; within PPFA specified time frames.
- Able to read patient Visit Summaries, Med Master, Order Module to ensure follow-up notification is accurate and appropriate for individual patient care and follow-up. Task CM-RN when update or clarification necessary.
- Task or alert IT of possible errors in NextGen, faxes, scanning, etc.
- Send all Reminder Letters and Retest Reminder Letters and maintain accurate tickler system for Reminder Letters and Retest Reminder Letters.
- Document and scan receipt of all “Returned mail”. Scan patient documents into charts as needed.
- Ensure the accuracy of patient information, and use appropriate identifiers.
- Update patient address and phone numbers in NextGen after identification of patient is confirmed.
- Communicate through telephone, instant messaging, email and EMR tasking when necessary and when explicitly cited as a part of the centralized follow-up process in this document.
- Assist with abnormal lab follow-up training to include STI testing and treatment, sterilization services, HIV testing and abnormal pap follow-up.
- Must have a thorough understanding of sterilization counseling.
- Other duties as assigned by the Center Director.
QUALIFICATIONS:
To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform essential functions.
- 2-3 years of experience working in a Planned Parenthood health center or equivalent experience
- Knowledge of reproductive health care.
- Skills necessary include organization, ability to multi-task and solve problems, computer skills, including Word and Excel, strong written and verbal communication skills, a sense of responsibility and a high level of motivation.
- Ability to maintain composure under stress. function as a leader, work independently, and as a member of a team
- Must have own reliable transportation.
- Experience as an Abnormal Lab Follow Coordinator at PPCCC or another affiliate, and/or one year of experience as a Patient Services Assistant.
- Availability to work flexible hours as required
Planned Parenthood California Central Coast’s (PPCCC’s) compensation philosophy supports the organization’s mission, vision, and values. Each position has a salary based on market value and the organization’s pay levels. The starting salary for this position is $ 30.51 /hour with an opportunity for an increase after six months of employment. As part of our commitment to pay equity, PPCCC does not negotiate salaries.
Pay Differential: $0.50/hour bilingual Spanish/English differential pay is offered upon passing the language assessment test.
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