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Description Planned Parenthood North Central States Patient Services Senior Manager - Remote with occasional in-person work in Minneapolis, MN Starting salary for candidate who meets minimum requirements (Experience will be compensated): $70,750/year Typical Schedule: 40 hours/week About Us: At Planned Parenthood North Central States (PPNCS), we believe all people deserve the right, the freedom, and the opportunity to follow their personal ambitions and choose their own path toward a healthier, more meaningful life. That's why we protect, promote, and provide comprehensive and progressive sexual and reproductive health care for generations of young people and families with empathy, care, and respect. We are looking for passionate, dedicated staff who are eager to make positive contributions to their community and to the Planned Parenthood mission. Click here to learn more: What to expect: Under the direct supervision of the Director, Virtual Care - Patient Engagement, the Patient Services Senior Manager oversees the Patient Services department, providing both day to day support and long-term vision and direction. This individual directs the Patient Services Team to achieve exceptional customer service for external callers and internal partners. The Patient Services Senior Manager ensures compliance with all regulatory standards across Iowa, Minnesota, Nebraska, North Dakota, and South Dakota; quality monitoring, coaching, mentoring and productivity measures; establishes strong relationships by working collaboratively with internal partners, clients, vendors and removes barriers to achieving performance objectives and meeting organizational goals. The Patient Services Senior Manager is an advocate in implementing our mission of "Advancing and protecting sexual and reproductive healthcare for all". They may perform other related duties as assigned. Schedule: 40 hours/week, primarily Monday - Friday start time between 8am - 8:30am, end time approximately 5pm. Some evening and weekend work required, including on-call weekend rotation. Role has opportunity to be primarily remote, must be able to occasionally work in-person in Minneapolis, MN to meet department needs. Responsibilities: This position will impact us with the following contributions: Leadership and Oversight: Provides day-to-day oversight for Patient Services operational activities including hiring, training, evaluating, mentoring, and coaching of staff. Provides work direction to the Patient Services Leads, Patient Services Associate Is & IIs and facilitates their education and development. Monitors and documents calls to observe employee demeanor, accuracy, and conformity to department policies and procedures. Provides and documents regular feedback, coaching and mentoring to ensure successful performance. Ensures adequate staffing levels that coincide with Patient Services activity levels. Monitors Patient Services metrics including productivity, quality, and customer service. Analyzes metrics and implements necessary changes. Provides regular reports to Virtual Care Directors and others as needed. Provides on-call support as part of the department's Manager-on-Call rotation. Training: Supports the ongoing development of the Patient Services Training Program. This includes but is not limited to: Effectiveness of training; recommends necessary updates or changes. Curriculum Content updates and revisions Ongoing training needs Technology: Provide day-to-day technology support, direction, analysis, and troubleshooting for Patient Services team Actively promotes a culture that fosters positive attitudes and trust among staff to achieve organizational goals and objectives and ensures customer service excellence. Demonstrates behaviors that support the values of PPNCS. Provides insight and leadership to Health Services managers, directors and senior leadership and works collaboratively with all departments and health centers to ensure uninterrupted and effective service. Serves as a member of the Virtual Care Leadership team and is an expert in all Virtual Care functions and responsibilities. Provides expert leadership to a remote team and promotes a culture of teamwork and mutual support among subject matter experts, specialists, support staff, nurses, and clinicians. Supports and leads team through changes in the business. Serves as a role model to staff and peers in business ethics, integrity, customer service, and service recovery. Responsible for the day-to-day management of all department activities. Monitors daily systems and procedures to ensure that employee performance and customer service remain excellent. Takes proactive steps to resolve staff issues quickly and efficiently using ongoing, continual feedback. In consultation with Human Resources, responsible for staff performance plans and disciplinary actions. Process Development and Implementation: Studies workflow and processes to improve Patient Services efficiencies and provides recommendations. Works with others to develop systems for improvement. Serves as project leader for systems improvements within Patient Services and projects related to or involving Patient Services as needed. Provides communication and follow-up to ensure Patient Services staff are fully informed of all new information related to products, policies and procedures, customer needs and company related issues, changes, or actions. Is accessible to answer staff questions, when necessary, solicits staff input to identify opportunities for improvement; recommends solutions for continuous quality improvement. Regularly assesses the Patient Services environment to identify opportunities for using technological advances. Provides recommendations regarding script or procedural changes. Takes escalated calls and performs service recovery. Collaborates to complete performance reviews. Works with the Virtual Care Systems Manager to ensure uninterrupted Patient Services operations. Works with the Patient Services Quality and Support Manager to advise the Patient Services Quality Specialists in the development and maintenance of a comprehensive quality program. Committed to collaborating in a diverse organization through equitable practices and an inclusive culture. Minimum Qualifications: Four years of relevant work experience 3-5 years of experience in healthcare or call center environments Proven experience supervising staff Skill, Knowledge, and Abilities: Effective communication skills Attention to detail and accuracy Ability to maintain confidentiality Technology skills including computer and applicable software skills Ability to work with patients from diverse backgrounds and create a positive environment that demonstrates PPNCS' commitment to diversity, equity, and inclusion Ability to multi-task Effective critical thinking and problem-solving skills Benefits: This position is eligible for: A comprehensive benefits package, including: Medical, Dental, Vision - With equity-based premium tiers - free, virtual primary care for entire household (in-home available for qualifying locations) Services include: 80 free labs, free x-rays, and physical tests, live, virtual physical therapy, 550+ free medications Flex Spending Account Life insurance PTO, Float holidays, Volunteer Paid Time Off, Paid Holidays 403(b) Eight weeks paid Parental Leave Pet Insurance Please note: We require all PPNCS employees, volunteers, interns, and fellows to have a current, up-to date, COVID vaccine (Exemptions may be provided for medical, disability (ADA) or religious reasons.) Planned Parenthood North Central States supports people of all ages in making responsible choices and planning their futures. We are an organization committed to creating and fostering an environment that leads to... For full info follow application link. Equal Employment Opportunity