Director of Patient Access &Flow Optimization

 

SUMMARY

The Director of Patient Access & Flow Optimization is responsible for ensuring patients seeking  care at Planned Parenthood Southeast (PPSE) have the maximum access possible to healthcare  services across the affiliate by strategically leveraging resources to optimize patient flow. This  role manages PPSE’s centralized scheduling process, ensuring all health centers provide the  highest amount of availability while delivering superb patient experience and quality of care. The  Director oversees health center and provider scheduling, call center operations, the appointment  scheduling platform, call tree management, and the administration of patient discount programs.  This includes oversight of patient navigation programs and management of associated grant  funding. Additionally, the Director provides leadership and subject matter expertise on cross functional teams dedicated to improving patient access, operational efficiency, and the overall  patient journey. 

QUALIFICATION REQUIREMENTS: 

To perform this job successfully an individual must be able to perform each essential duty  satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or  ability required. Reasonable accommodations may be made to enable individuals with disabilities  to perform the essential functions. 

1. Ability to communicate effectively with multiple audiences.  

2. Ability to work independently and as a team member.  

3. Ability to prioritize and manage numerous projects simultaneously.  

4. Self-motivated, with ability to work with little direct supervision.  

5. Excellent written and verbal communication skills.  

6. Accuracy and attention to detail essential.  

7. Professional appearance and attitude.  

8. Proficiency with scheduling functionality within practice management systems. 

9. Ability to troubleshoot and resolve technology challenges. 

10. Strong commitment to diversity, equity, and inclusion in both patient care and the  workplace, and to PPSE’s mission and patient-centered values. 

11. Ability to provide / support the provision of objective information to patients about all the  options available to them (abortion, adoption, or parenting) in the event of an unintended  pregnancy 

12. Availability to work flexible hours, including weekends and evenings, as required.

13. Ability and willingness to travel up to 50% to other PPSE locations within Georgia (GA),  Alabama (AL), & Mississippi (MS). 

14. Reliable means of transportation for onsite and off-site work. 

15. If using a personal vehicle to drive for work purposes, a valid driver license and current  auto insurance in compliance with the minimum vehicle code requirements of the state in  which the vehicle is registered.

ESSENTIAL DUTIES AND RESPONSIBILITIES include the following:  

Operations Management and Leadership  

1. Strategically manage and optimize PPSE’s centralized scheduling process, leveraging  human and technological resources to ensure maximum appointment and service  availability across all health centers. 

2. Develop and maintain custom monthly appointment templates and schedules,  incorporating data on no-show rates, resource capacity, and demand trends to maximize  utilization and efficiency. 

3. Oversee all patient navigation programs and manage associated grant funding and  reporting, ensuring alignment with organizational goals for patient access and flow  optimization. 

4. Collaborate with the VP of Patient Services, Director of Patient Services, and Health  Center Managers to design and implement scheduling and operational solutions that  optimize patient flow, minimize wait times, and contribute to an excellent clinical  experience. 

5. Generate and monitor reports tracking key performance indicators; create action plans  and interventions as needed  

6. Monitor patient schedules and wait times to assess the best allocation of resources and  communicates findings to team members accordingly. 

7. Provide influential leadership and serve as the subject matter expert on patient  access and operational flow within the Operations Leadership Team and across  all affiliate departments. 

8. Create and recommend ways for PPSE to improve access to services, including  innovative and non-traditional ways of reaching patients  

9. Work with the Operations Leadership Team and cross-functional PPSE teams to develop  solutions aimed at improving patient experience and increasing access to PPSE’s  services Create and manage audits to ensure quality, compliance, and service  excellence  

10. Monitor and report-out on scheduling barriers and issues impacting appointment  availability  

11. Manage and optimize online appointment scheduling; adjust health center schedules,  call center workflows, processes, and responsibilities accordingly  

12. Monitor, report, and communicate the utilization, status, and efficacy of PPSE’s  various patient assistance funds  

13. Maintain positive working relationships with systems vendors 

14. Manage direct report(s) to include but not limited to overseeing successful completion of  tasks / duties, review of timesheets in a timely manner, setting productivity goals & quality of work output expectations by exercising effective judgment and addressing and/or  elevating grievances (staff concerns), as appropriate.  

15. Adhere to PPSE’s policies and procedures for interviewing / selecting new hires,  promotions, transfers, performance management and separations.  

Patient Access Center (PAC) Operations Oversight 

1. Provide strategic leadership and direction for all Patient Access Center (PAC) activities,  focusing on optimizing workflows, adherence to regulatory requirements, and maintaining  a superb patient experience. 

2. Oversee the management and optimization of the call center infrastructure, including call  trees, to ensure efficient patient access and flow. 

3. Direct the analysis and reporting of PAC performance metrics (e.g., Service Level,  Abandoned Calls, Average Wait Time in Queue) and patient feedback to drive continuous  improvement in access and service delivery. 

4. Handle and resolve highly escalated or complex patient complaints transferred from PAC  staff. 

5. Ensure call center staff training, policies, and procedures are in full compliance with  federal privacy laws (HIPAA) and state mandatory reporting and regulatory guidelines. 6. Provide direct operational support, including handling calls, during periods of high patient  demand or low staffing levels to maintain continuity of patient access. 

OTHER DUTIES AND RESPONSIBILITIES: 

1. Performs other duties as may be assigned by the VP of Patient Services. 

PHYSICAL REQUIREMENTS: The physical requirements of this position are identified below.  Reasonable accommodations may be made for individuals with disabilities to perform the essential functions of this position.

• Continually (every day): seeing, hearing, speaking, standing, walking, sitting, pushing, pulling, and reaching
• Occasionally (2–3 times per month): stooping, bending, and kneeling.
• Not required: driving and lifting/carrying heavy items.