Manager of Front Office Training and Process Improvement
Greater San Diego, CA
Health Center Support /
Full Time /
Hybrid
The Manager of Front Office Training and Process Improvement (PI) works in close cooperation with the Director of Health Center Standards and Support in managing the ongoing process improvement initiatives as related to the front office role. In addition, this role manages the strategic and operational elements of all training and development programs for Patient Access Specialist. This role understands agency goals from an organizational point of view, and partners with the Director of Health Center Standards and Support, licensed, and non-licensed leadership to lead front office training improvements and drive workflow changes to support these goals.
In collaboration with the Director of Health Center Standards and Support, this role provides in depth analysis of front office metrics at the organizational level and provides strategic recommendations for improvement to Operations and Patient Access leadership. The Manager of Front Office Training and PI supervises the daily work of Front Office Training and PI Specialists, providing oversight of training development and delivery as well as process improvement and workflow change initiatives.
In this role, you'll get to:
- Responsible for maintaining and analyzing key performance indicators of “Patient Access Specialist (PAS)” at an organizational level.
- Ability to proactively recognize and concisely communicate trends across the agency in relation to “PAS” metrics.
- Leads the design and delivery of all “PAS” training programs.
- Builds and effectively leads a high-performing team of “Front Office Specialists” responsible for the training development, delivery, and workflow change initiatives of “PAS.”
- Collaborates with department leadership and key stakeholders to assess training and workflow development needs and develop solutions to meet those needs.
- Ensures training programs are in compliance with PPFA Accreditation requirements.
- Collaborates with instructional designers and contractors as needed.
- Identifies and monitors business impacts of training and process improvement programs with a focus on cost effectiveness and improved ROI.
- Implements systems to continuously monitor and solicit feedback on the effectiveness of training and process improvement programs to ensure accuracy, relevance and effectiveness.
- Performs small and large group facilitation.
- Supports risk and quality management by proactively communicating identified risks to supervisor in order to minimize risk when possible.
Required Qualifications:
- Bachelor's Degree or equivalent work experience.
- 2+ years of relevant experience in a healthcare setting.
- 2+ years of experience in a supervisory role building and leading diverse, high-performing teams or equivalent experience in PPPSW’s internal Training and Support programs.
Preferred Qualifications:
- Master's Degree in related field.
- Experience with Epic and/or Certification.
- Lean Six Sigma Certification-IASSC Lean Six Sigma Certification or Knowledge of Lean Six Sigma/process improvement principles is preferred.
$115,277 - $121,041 a year
At Planned Parenthood of the Pacific Southwest (PPPSW) the philosophy behind our compensation efforts is to foster workplace equity by aligning pay and benefit structures with our Agency’s mission and values. These efforts are continuously evaluated as we work toward living out our social justice values as an employer. PPPSW recognizes that decisions about pay and benefits have significant impact on staff, and we work diligently to ensure all positions are compensated competitively as compared to other similar positions in the community. The Affiliate establishes compensation supported by a position description that identifies competencies, duties, responsibilities and qualifications. In alignment with the Agency culture, PPPSW will strive to communicate openly and transparently about the goals of the Agency and the design of the compensation policies. The Agency will ensure the compensation program is administered in a manner that is consistent with Agency’s value of pay equity.
