Telehealth Center Supervisor - Los Angeles, CA
Downtown Los Angeles
Patient Services – Patient Services Admin /
Full-Time Regular /
On-site
Planned Parenthood Los Angeles is seeking a Telehealth Supervisor. The Telehealth Center Supervisor is a supervisory role responsible for assistance with day-to-day operations of a telehealth center for the efficient coordination, management of workflow, safe provision of quality patient care and implementation of new services. The Telehealth Center Supervisor has oversight for on our centralized on-site telehealth center, through full range of reproductive health services, provided through asynchronous and synchronous care as well as mail order pharmacy services through a third-party administrator as well as coordination of hybrid care through our health centers for ancillary and follow-up services.
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:
- High School Diploma or equivalent required.
- Medical Assistant Certificate or Bachelor’s Degree or equivalent work experience required.
- Minimum of one-two (1-2) years’ experience in a health, medical or social service setting. Virtual telehealth experience preferred.
- Medical Assistant experience preferred.
- Primary/managed care experience required. Reproductive health care experience is strongly preferred.
- Bilingual preferred but not required.
- One (1) year of supervisory experience preferred.
About the position:
- Abortion patients are cared for at each of our health centers, and in part through the administrative, support, and other non-clinical services provided at all PPLA locations, and by all PPLA employees. Supporting these critical services is an essential job duty, and a fundamental responsibility of all employees and contractors.
- Assure virtual health center is in compliance with Agency, state and federal regulations, by monitoring protocol compliance and service delivery and interfacing with on-site auditors.
- Oversee full range of services including but not limited to: PPDirect asynchronous and synchronous care with mail order pharmacy services, and the Virtual Health Center synchronous care via video and audio modalities.
- Responsible for ensuring that telehealth center meets established performance metrics.
- Review and audit policies and procedures to ensure they are up to date and in compliance. This includes but is not limited to the Telehealth Manual, training material and policies.
- Understand the payor environment, billing and fee scale requirements of the Agency.
- Perform on-call duties including but not limited to coverage for staff, and ensuring timely escalation of compliance and safety needs
- Manage day-to-day virtual health center matters and non-direct patient care-related services including but not limited to flow stoppers, metrics, reporting and patient experience.
- Monitor and escalate in a timely manner escalations of compliance and safety per established protocols.
- Identify areas of improvement and provide recommendations to elevate the telehealth services and patient access.
- Work in conjunction with Director of Patient Access, Health Center Management, Charge Clinicians, and Patient Services leadership to implement new services, policies and protocols.
- Assist with implementing additional services and training of staff as required.
- Collaborate with Health Center management, Scheduling and Charge Clinician to ensure appropriate coverage is scheduled to ensure patient access.
- Provide coverage and perform duties of Medical Assistant: Behavior Health and Telehealth as defined in the job description, as needed. Including but not limited to insurance verification, intake, chart completion, and billing submission.
- Understand and maintain knowledge of basic wage and hour laws, federal, state and local laws and regulations, and legislation affecting employment.
- Manage direct report(s) to include but not limited to overseeing successful completion of tasks / duties, review of timesheets in a timely manner, set productivity goals & quality of work output expectations by exercising effective judgment and addressing and/or elevating grievances (staff concerns), as appropriate.
- Adhere to PPLA’s policies and procedures for interviewing / selecting new hires, promotions, transfers, performance management and separations.
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
- Hiring range: $71,500 - $85,800 per year (Exempt)
Compensation Philosophy and Position Hiring Range:
At Planned Parenthood Los Angeles we continuously work towards our values of Justice, Equity, Diversity, and Inclusion including with our compensation philosophy. PPLA recognizes that decisions about pay and benefits have significant impact on staff, so we are committed to ensuring all positions are rooted in a description that identifies competencies, duties, responsibilities and qualifications, and that they are compensated equitably which takes into account both internal organizational equity and market compensation data for similar roles.
Equal Employment Opportunity will be afforded to all applicants and other covered persons without regard to protected characteristics, including their perceived protected characteristic. Protected categories include: race (including traits historically associated with race, including but not limited to, hair texture and protective hair styles such as, braids, locs, and twists as examples but not exhaustive list), color, religion or religious creed (including religious belief, observation, practice, dress, and grooming practices), national origin, ancestry, physical or mental disability, medical condition, genetic information, marital status, sex (including pregnancy, childbirth, breastfeeding/chestfeeding, or related medical conditions), reproductive health decision-making, gender, gender identity, gender expression, age (40 years and over), sexual orientation, veteran and/or military status (including past, current or prospective service in the uniformed service), and any other characteristic protected under applicable federal, state or local law. PPLA will consider for employment qualified applicants with criminal histories in accordance with the requirements of Los Angeles Fair Chance Initiative for Hiring.
