Patient Access Representative Team Leader

Boston, MA
Health Center /
Full Time /
Care. No matter what:
PPLM has been a leader in promoting sexual health for more than 90 years.  We believe that all people deserve the information and expert services to make informed, personal decisions that affect their health, their lives and their futures.  We are the state’s leading provider of sexual and reproductive health services. We educate families and empower youth to make responsible choices that lead to healthier lives.  We advocate for policies that improve sexual health.

Our Commitment to Diversity, Equity and Inclusion:
PPLM believes sexual health is essential to every person’s overall health, well-being and happiness. We recognize that geographical and systemic barriers entrenched in discrimination and stigma prevent people in Massachusetts from having equitable opportunity to choose their own path and access to sexual and reproductive health care. In order to address health equity in communities across Massachusetts in an authentic way, we must start with ourselves. We are taking focused steps to make progress in our own organization. We have embarked on a diversity, equity and inclusion journey that will lead us toward becoming an organization that better reflects our patients and embodies cultural humility. We are wholeheartedly committed to this work.

With oversight from the Manager, the PAR Team Leader provides on-the-floor supervision of PARs in the Health Center to assure they are providing high quality clinical care, providing excellent customer service to patients and colleagues, and complying with standardized workflows and procedures.

The Team Leader helps coordinate staff schedules, reports on operational metrics and assists staff in implementing changes to procedures. The Team Leader conducts regular observations, shares appropriate feedback, and provides onboarding and continuous training of PAR staff. The Team Leader works collaboratively with all health center staff to achieve patient satisfaction and meet health center efficiency goals.


    • Under guidance and direction of manager:
    • Assist in recruitment, hiring, onboarding, and coordinating training of new PARs.
    • With oversight from Manager, hold PAR staff accountable for accuracy of job functions and provide ongoing coaching to staff, including disciplinary action.
    • Conduct observations and deliver ongoing feedback to PAR staff.
    • Demonstrate leadership in implementing change and improvements in the health centers.
    • Provide training to existing staff on new procedures/protocols and support health center management in ongoing observations and competency reviews.
    • Manage flow of the health center by delegating staff to assist each other, and ensuring patients are informed of waits and delays.
    • Ensure department metrics related to task completion are consistently met.
    • Participate in and represent Patient Access Representatives in briefs, debriefs, and huddles.
    • Collect data, support leadership in managing data visualization tools, and lead team discussions to improve performance.
    • Manage daily staff schedule including tasks assignment and break coverage.
    • Draft and deliver performance reviews for staff in accordance with PPLM standards.
    • Review and approve PAR timecards.
    • Continued exemplary performance in PAR job functions, as outlined in the Patient Access Representative (PAR) job description
    • The Team Leader performs the PAR role daily.
    • Other tasks and responsibilities as assigned.


    • Works evenings and weekends as needed.
    • Must be able to bend and reach for stocking inventory and supplies in the reception area and respond to patient care needs.
    • Must have oral, auditory, and visual ability to ensure solid patient communication.
    • Must be able to lift 30 lbs. and have sufficient stamina to move efficiently throughout the health center for 25% of scheduled shift.


    • High School Diploma/GED required
    • Experience as a Patient Access Representative highly preferred
    • 3-5 years of health care, training, and/or supervisory experience preferred
    • Bi-lingual preferred (Spanish, Portuguese or Mandarin strongly preferred)
    • Strong customer service orientation
    • Effective communication skills and an ability to engage with a diverse patient population
    • Demonstrated PPLM’s mission and values by working with people of different races, ethnicities, sexual and gender identities and expressions, ages, abilities, and experiences.
    • Commitment to addressing the impact of racism and other oppressions on sexual health.
    • Ability to handle detailed work with precision and accuracy.
    • Ability to work with a team
Planned Parenthood League of Massachusetts offers a comprehensive benefit package which includes; health, dental and vision insurance, 11 paid holidays, 403B retirement plan with a 3% employer match, paid parental leave, paid time off, flexible spending accounts and more.

Planned Parenthood League of Massachusetts is an equal employment opportunity employer and is committed to maintaining a non-discriminatory work environment, and does not discriminate against any employee or applicant for employment on the basis of race, color, religion, sex, national origin, age, disability, veteran status, marital status, sexual orientation, gender identity, or any other characteristic protected by applicable law.  Planned Parenthood is committed to creating a dynamic work environment that values diversity and inclusion, respect and integrity, customer focus, and innovation.