Vice President of Patient Services
Altadena, CA
Patient Services – Patient Services Administration /
Full-time /
Hybrid
Planned Parenthood Pasadena & San Gabriel Valley (PPPSGV) has been proudly serving our community since 1933 and is one of the original Planned Parenthood affiliates in the nation.
We provide reproductive health care, health education and advocacy from our five health centers in Alhambra, Baldwin Park, Glendora, Highland Park, and Pasadena, in addition to our telehealth clinic. We strive to ensure the sexual and reproductive health services we provide align with the needs of the communities we serve. Our service area extends from Glendora to Glendale and from the San Gabriel mountains to the San Bernardino freeway, home to 24 communities and a diverse population of 1.4 million people.
Today, PPPSGV sees over 60,000 patient visits per year and delivers over 15,000 opportunities for sex and relationship education in our schools and colleges.
We offer safe and legal abortions. We are committed to providing accurate, non-judgmental care and resources by helping our patients overcome financial, transportation, and other barriers to care. In addition, we work with abortion funds and practical support network to support our patients. Our abortion care has increased every year since 2018 with an average of 3,500 abortions per year. We saw close to 4,000 abortion patients in 2022 alone, approximately 59 were out-of-state patients.
The VP of Patient Services is responsible for managing, overseeing, and evaluating the provision of high-quality, effective, and sustainable healthcare services to the communities PPPSGV serves. The VP of Patient Services ensures that all aspects of the Patient Services department are aligned and effective in supporting PPPSGV’s mission, strategic initiatives, and business goals.
As a Vice President of Patient Services, you will change live while you:
- Provide vision and guidance to the Patient Services department in setting and achieving strategic, fiscal, and service-related goals. Ensure optimal service delivery, financial sustainability, and quality outcomes for internal and external customers
- Partner with COO to develop and maintain effective metrics, reporting, and evaluation systems to drive performance improvement for operations regarding visits and service trends, Coding, Quality Assurance issues, and patient satisfaction
- Assure strategic and financial rigor within the department sufficient to achieve or exceed performance benchmarks and budgetary obligations in all functional areas with particular focus on revenue generation
- Develop, implement, and evaluate new models, systems and processes to improve operations and clinical services. Identify and analyze healthcare emerging issues, market trends, and strategic opportunities
- Cultivate collaborative working relationships with key leaders in community agencies and organizations to meet the health needs in the community and further the integration of PPPSGV into the healthcare system
- Ensure a reputation of excellent patient satisfaction across centers and the affiliate, upholding services standards and a culture of service and patient-centered care
- Ensure rigor, transparency, and excellent performance of the Quality Management and Training programs
- Build, develop, and model accountability with a cohort of strong leaders with the business acumen, operational, communications, and relationship skills necessary to achieve business goals and lead large numbers of staff through changes and initiatives
- Work in partnership with the CFO and COO to establish Patient Services financial forecasts and budgets. Ensure that financial and productivity goals are met for all centers and programs and that services provided are cost effective and charges are competitive
- Ensure technology applications including the electronic health records and practice management systems are effective in supporting quality, efficiency, financial, and compliance goals
- Interpret, monitor, and ensure compliance with applicable federal, state, and local laws and regulations, contracts grants requirements, Planned Parenthood medical standards, guidelines, and security standards. Ensure policies and procedures are implemented and adhered to and in compliance with local, state, and federal laws
- Manage and lead intra- and interdepartmental teams to enhance communication, problem solving, and sharing of resources in support of departmental and Agency goals
- Ensure a culture that embraces diversity, fair and respectful treatment of all persons, and customer-focused approach
- Model and promote ethical standards and establish high expectations for the teams in the areas overseen
- Leadership Team Competencies
- INNOVATION MANAGEMENT
- Is good at bringing creative ideas, generated by self or others, to bear; has good judgment about which creative ideas and suggestions will work, has a sense about managing the creative process for others; can facilitate effective brainstorming without dominating; can project how ideas will play out for customers and in the community; works in the greater PP community and across the state to identify best practices, share their impact and bring them to PPPSGV
- DEVELOPING DIRECT REPORTS AND OTHERS
- Provides challenging and stretching tasks and assignments; holds frequent development discussions; is aware of each person’s career goals; constructs compelling development plans and executes them; pushes people to accept developmental moves; will take on those who need help and further development; cooperates with the developmental system in the organization; is an appropriate delegator and people builder; leverages diverse experiences, styles, backgrounds, and perspectives to get results
- STRATEGIC AGILITY
- Sees ahead clearly and does planning to get there; can anticipate future consequences and trends accurately; has analytic ability to interpret data and situations and make effective decisions; can adapt to demands of changing environment; can create competitive and breakthrough strategies and plans
- UNDERSTANDING AND INFLUENCING OTHERS
- Picks up the sense of an individual or group in terms of positions, intentions and needs; can influence groups and individuals across the organization as well as board members and external stakeholders; understands what individuals need and value and how to motivate and work well with them
- CHANGE MANAGEMENT
- Provides organizational leadership through large and complex operational changes; creates a change management plan; effectively communicates the reasons for the change to gain organizational buy-in; demonstrates good interpersonal skills to anticipate and adapt approach to manage through individual or group sentiment; integrates affiliate DEI values and approach into the change management process
- DRIVE FOR RESULTS
- Can be counted on to reach and/or exceed goals successfully; is constantly and consistently a top performer; very bottom line and service oriented; steadfastly pushes self and staff to achieve stated results
- SELF KNOWLEDGE/SELF DEVELOPMENT AND PERSONAL LEARNING
- Is personally committed to and actively works on continuous learning; understands that different situations call for new and varying approaches; knows personal strengths and weaknesses; works to build on strengths and overcome/compensate for weaknesses as appropriate; gains insight from mistakes; models behavior supportive of the organization’s values
- ORGANIZATIONAL COMMUNICATION
- Communicates visions, plans and information clearly and succinctly, summarizing for greater understanding; listens well, looks for themes, offers opinions and can change their mind; relied upon as a source of credible information regarding the organization, the industry and the community; shares important information in a time sensitive way; uses a variety of mediums for communication; is comfortable and creates avenues to communicate up, down and sideways
- Non-Essential Functions:
- As a mandated reporter, proactively communicate and identify risks to supervisor or appropriate agency in order to minimize risk when possible
- Comply with PPPSGVs Code of Conduct and maintain the highest level of professional and ethical standards and act in compliance with both the letter and spirit of all applicable laws and regulations
- Other duties and responsibilities as assigned
We are looking for someone with the following:
- Education:
- Bachelor’s degree or equivalent experience in a health-related field
- Master’s Degree in Healthcare Administration, Public Health, Business Management, or equivalent
- Experience:
- Seven (7) years’ experience managing multiple health center locations preferred
- Five 5) years’ experience in a senior healthcare management position preferred
- Proven record in successfully overseeing healthcare operations and administrative functions
- Other:
- Exceptional leadership skills including interpersonal, motivational, and teamwork skills.
- Engage large teams across multiple levels of management
- Analyze, interpret and communicate complex data to maximize operational efficiency and productivity
- Implement, evaluate, and improve operational systems and processes
- Advanced knowledge of reproductive health care issues, standards of medical care, and regulatory policies and requirements
- Plan and implement budgets and interact with complex financial statements, reports, and information
- Align departmental work with organizational direction to achieve strategic goals.
- Adapt well to a dynamic healthcare environment and create a team atmosphere that embraces change and uncertainty
- Outstanding problem-solving, excellent written communication skills, and effective negotiation and consensus-building abilities.
- Encourage a work climate where differences are valued and supported
- Strong computer skills including Microsoft Office Suite required. Experience with oversight of electronic health records systems
- Highly organized and efficient
- Work flexible hours, including occasional weekends, early morning, and/or evening hours
- Commitment to and support for the mission and goals of Planned Parenthood, including but not limited to, increasing access to abortion and decreasing abortion stigma
- Commitment to quality healthcare
- Excellent customer service and commitment to providing the highest level of customer satisfaction
- Commitment to personal and/or organizational Diversity, Equity and Inclusion work
Or
$185,000 - $205,000 a year
The hiring rate for this position is: $185,000 - $205,000/year + Medical, Dental, Vision, 401k Matching Program, Premium CALM account, holidays, paid time off, leadership coaching and more!
PPPSGV is committed to fostering an inclusive and diverse workplace. We offer a series of workshops during employee onboarding and throughout the year. We also provide additional opportunities to get involved in our diversity, equity, and inclusion (DEI) work through various task forces, conferences, and staff retreats.
We are a prominent team of passionate health experts who adhere to the highest standards as we collaborate and care for people without judgment. As we stand in solidarity with communities of color, we demand greater diversity, equity and inclusion (DEI) within our organization.
Join our team and be part of a powerful movement to shape the future of sexual and reproductive health!
“We are Planned Parenthood Pasadena & San Gabriel Valley”, for more information about our affiliate, please visit: We are Planned Parenthood Pasadena & San Gabriel Valley! (youtube.com)
For additional career opportunities, please visit our careers page: Careers at PPPSGV | Planned Parenthood Pasadena & San Gabriel Valley
Planned Parenthood Pasadena & San Gabriel Valley is an Equal Opportunity Employer.
