Director, Patient Access - Los Angeles, CA

Downtown Los Angeles /
Patient Services – Patient Services Admin /
Full-Time Regular
Planned Parenthood Los Angeles is seeking an experienced Director, Patient Access with excellent customer service and management skills to join our team.  Responsible for overall management of the Call Center, collaborating with Scheduling, Revenue Cycle, Insurance Verification, Contracting, and Health Center Operations and other teams as designated to ensure seamless patient access and a positive patient experience from first contact through end of visit.  Work collaboratively with other departments to maintain accurate hours of operation, location and online appointments.  The position is also responsible for overseeing the online appointment system and telehealth system.  In partnership with the Finance Department, collaborate with external vendors and partners.  Oversee projects associated with Patient Access.  Work collaboratively with other revenue cycle management departments to align front office workflows to proper insurance verification, billing and collection efforts.  Ensure Health Center Ops’ front office systems and processes align effectively with other departments’ front office systems and processes.
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 55+ 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:

    • Bachelor’s degree in related field or equivalent training/experience required
    • Minimum of two (2) years’ experience in patient access improvement projects or responsibilities required
    • Minimum of five to seven years of recent health care supervisory experience required
    • Reproductive health, primary/managed care, and/or surgical services experience required
    • Experience in research practice preferred
    • Knowledge of Title 22 preferred
    • Ability to hire, mentor, train, coach, and motivate subordinates
    • Availability to work flexible hours, including weekends and evenings as needed
    • Ability and willingness to travel within Los Angeles County
    • Reliable means of transportation for onsite and off-site work
    • If using a personal vehicle to drive for work purposes, a valid CA driver license and current auto insurance in compliance with the minimum requirements of CA vehicle code are required

About the position:

    • Understand and follow PPLA patient and employment policies and procedures
    • Work collaboratively with Senior Director of Health Center Operations, health center leadership, departmental leads and external partners
    • Maintain expert knowledge of Health Center Ops’ front office systems and processes and ensures they are functioning effectively and continuously improving
    • Responsible for creating and/or maintaining strong systems for customer service, registration, check in, check out, charge capture, and front end collections. Ensure the integrity of data and compliance of health center based revenue cycle and other front office related systems
    • Work collaboratively with Health Center Ops, Finance, Revenue Cycle Management, IT and Clinical Services to ensure key performance indicators are met and Health Center Ops’ front office systems and processes align effectively with other departments’ patient registration, charge capture, and payment capture systems and processes
    • Redesign systems and processes based on external and internal factors and in collaboration with other departments as indicated
    • Provide direction and support implementation of viable technical and logistical solutions to complex front office problems within the Health Center Ops department
    • Develop front office policies, procedures, and workflows that support a culture of excellent patient experience, accountability, regulatory compliance, and integrity
    • Develop, plan, and implement front office strategic goals in concert with other key agency-wide stakeholders  
    • Direct projects related to front office operations as needed
    • Ensure effective onboarding, training, and ongoing competency of front desk employees

Patient Access Management:

    • Ensure that Policies and Procedures are in place and followed
    • Ensure proactive, high quality communication with Call Center, Front Office/Revenue Cycle and Scheduling Department staff as well as with PPLA physicians, licensed staff, and other healthcare professionals regarding patient access
    • Oversee the planning, organization, management, and coordination of Call Center operations to ensure efficiency, quality outcomes, and internal and external customer satisfaction
    • Oversee, and participate in, ongoing evaluation and monitoring of online appointment scheduling program to ensure efficiency and customer satisfaction
    • Assist in the development of systems and procedures to ensure quality outcomes for internal and external customers
    • Analyze reports/statistics from reporting departments and make recommendations for service improvements
    • Oversee and assist in the audit of Call Center calls to ensure quality, accuracy, and excellent customer service
    • Evaluate patient demand for services and develop programs and/or pathways to access

Financial Management:

    • Review, authorize, and monitor expenditure reports in accordance with Agency policy and procedure
    • In collaboration with the Training Department, provide training on policies and procedures to staff to ensure compliance with financial standards
    • Review payroll reports for compliance to Agency and regulatory agency policies
    • Review billing/charge reports to ensure ethical, accurate, and timely submission of charges

Staff Management:

    • Recruit and maintain the staff necessary to efficiently carry out the functions of the Call Center
    • Collaborate with Human Resources Department in ensuring that Call Center, Scheduling, and health center management staff understand basic wage and hour laws, federal, state and local laws and regulations, Medicare, and legislation affecting employment
    • Plan, organize, and supervise direct reports to ensure they meet PPLA’s Customer Service Standards for patient access & care
    • Direct and approve staffing plans to promote the maximum use of all personnel and the reduction or addition of staff based upon load ratios and Agency guidelines
    • Conduct regular staff meetings as necessary
    • Responsible for all staffing activity such as hiring, promotions, performance evaluations, salary increases, and disciplinary actions with appropriate approvals from Senior Director of Health Center Operations and Human Resources
    • Perform annual employee performance evaluations and motivate employees to perform in an efficient and professional manner

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
Planned Parenthood Los Angeles is an Equal Employment Opportunity and Affirmative Action Employer.  We will consider for employment qualified applicants with criminal histories in a manner consistent with the requirements of Los Angeles County Ordinance No. 184852.