Vice President, Patient Access and Digital Services - Los Angeles, CA ID - 12262
About the position
Planned Parenthood Los Angeles is seeking an experienced Vice President of Patient Access and Digital Services to work in our Downtown Los Angeles Headquarters. This role is responsible for overseeing all operations and strategy implementation related to patient access and experience, including in-person and virtual services. This role will lead all the teams directly responsible for patient access, including the Digital Health Operations Team, Scheduling and Staffing Team, Patient Access Team, and the Call Center Team. 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 57+ 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.
Responsibilities
- Manage a team of patient access staff, including hiring, training, and performance management for both in-person and digital health access.
- Develop and implement patient access policies and procedures, including those related to digital health, to ensure timely and efficient access to healthcare services.
- Oversee all operations related to patient access, both in-person and virtual, including: call center, appointment booking, patient registration and intake, front office verification of insurance coverage, scheduling systems, and provider scheduling.
- Manage Call Center department, including hiring, training, and performance management.
- Monitor and report on patient access and utilization metrics, including wait times, appointment cancellations and no-show rates, adoption of digital services, and other performance indicators for both in-person and digital health access.
- Define and implement strategies to continuously improve ease of access to care, patient experience, wait time, and no-show rate.
- In collaboration with CAO, develop a digital health strategy that aligns with the organization's overall strategic goals and objectives.
- Identify and prioritize digital health opportunities and use cases, based on patient needs, market trends, and organizational capabilities, leading the development and implementation of digital health solutions.
- Oversee the digital health operations team, including hiring, training, and performance management, to ensure a high level of expertise and productivity.
- Ensure compliance with all regulatory requirements related to patient access, including HIPAA and Medi-Cal regulations, as they relate to both in-person and digital health access.
- Develop and maintain positive relationships with clinical staff, health center operations staff, partner organizations, payers' representatives, and other stakeholders to ensure seamless access to healthcare services across all channels.
- Collaborate with other departments, including health center operations, clinical operations, revenue cycle management, insurance verification, marketing and IT, to ensure seamless patient access across all channels and integration of digital health services into the broader healthcare ecosystem.
- Stay up-to-date on industry trends, vendors, technologies and best practices related to patient access and digital health, and implement changes as needed to drive innovation and ensure the organization remains competitive in both areas.
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Requirements
- Bachelor's Degree in technical or scientific disciplines such as economics, engineering, or related fields or equivalent work experience required.
- Master's degree focused on management or healthcare administration preferred.
- Five (5) to seven (7) years recent experience in leading Patient Access, Call Center departments.
- Recent experience in implementing and leading digital health services.
- 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.
Benefits
- 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
