Associate Manager, Telehealth

POSITION TITLE: Associate Manager of Telehealth

STATUS: Full Time, 37.5 hours a week, Exempt

REPORTS TO: Telehealth Manager

STARTING SALARY: $51,000 per year

BENEFITS: Medical, Dental, Vision, STD, LTD. Life & ADD, 403B, Flexible Spending Account, Generous Paid Time off Program and Free healthcare at our clinics for you and your immediate family!

Planned Parenthood of Michigan has implemented a mandatory vaccination policy requiring COVID-19 vaccinations including boosters when eligible for all employees

Position Description

Support the management of the day-to-day operations of Telehealth services at PPMI.  Work in close partnership with Telehealth Manager, Telehealth providers, Telehealth Assistants and revenue cycle department to provide high quality, inclusive, patient-centered care. This leader will fully embody a commitment to race equity; evidenced in all interactions with PPMI colleagues, external stakeholders and in their supervision of staff.  Early morning, evening and weekend shifts may be required.

Essential Functions

Leadership 

·       Demonstrates a commitment to race equity. Maintains current knowledge of PPMI’s work toward enhanced race equity standards, is held accountable to them and holds their team members accountable.

·       Manages and mentors a culturally diverse team; creates and sustains an organizational culture that fosters inclusiveness and equity.

·       Partners with Telehealth Manager to guide team members using a performance support process that includes goal setting, routine feedback, and ongoing development.

·       Holds all Telehealth staff accountable to workplace values and service standards.

·       Empowers staff to deliver assigned responsibilities and manage their functions.

·       Provides effective and engaging one-on-one training for Medical Assistants, utilizing evidence based approaches that center the adult learner.

·       In the absence of the Health Center Manager, provides direction and leadership to the Telehealth team ensures a high standard of customer service is maintained.

·       Utilizing observation audit tools and other methods, monitors and provides information to the Telehealth Manager on efficiency, quality of services, and patient experience; reviews electronic health records system for accuracy and completeness.

·       Continuously maintains professional growth and learning by attending conferences, seminars, etc.

Operations

·       Establishes and maintains a respectful and inclusive working environment, cultivating high levels of employee engagement and patient satisfaction.

·       Partners with Telehealth Manager to provide services to meet or exceed all goals; including revenue, net income, patient visit, productivity, and quality goals.

·       Ensures compliance with PPMI personnel policies and procedures, Planned Parenthood Federation of America (PPFA) protocol, and legal and regulatory compliance in Telehealth operations.

·       Manages Telehealth employee schedules, including licensed staff in coordination with clinical leaders.

·       Ensures that daily administrative procedures are completed correctly, including insurance billing, pre-clinic prep, payment verification, and in basket management.

·       Manages patient complaints or sensitive patient situations in a manner aligned with PPMI's In This Together values.

·       Collaborates and helps to identify training needs for staff and ensures appropriate ongoing training happens appropriately.

·       Ensures that all medical calls/questions are referred to appropriate medical personnel and that patient records are complete and without errors in our medical record systems.

·       Ensures effective and accurate use of the patient management and electronic health records system.

·       Demonstrate commitment to living out and modeling PPMI’s In This Together Workplace Values and Service Standards.

·       Integrate equity and inclusion best practices into all job functions and patient interactions.  

·       Maintains current knowledge and practice of professional and effective customer service and operation techniques.

·       Maintains current knowledge of reproductive healthcare services and programs in order to answer questions appropriately.

·       Work with a team to meet quality and other performance metrics goals for the Telehealth services.

·       Sustains adequate coverage of Medical Assistant roles during clinic operation and serve as a resource for staff.

The above duties and responsibilities are not an exhaustive list of required responsibilities, duties, and skills. Other duties may be added, and this job description can be amended at any time.

Qualifications and Experience

Required

·       Minimum one year experience working in a health care setting and training others

·       Demonstrated ability to achieve objectives in collaboration with other functional areas

·       Demonstrated commitment to Planned Parenthood’s mission, vision and values

~or~

·       Any equivalent combination of experience, education, and/or training approved by Human Resources

Key Requirements

·       Commitment to advancing race (+) equity in one's work: interest in expanding knowledge about the role that racial inequity plays in our society.

·       Awareness of multiple group identities and their dynamics; bring a high level of self-awareness about personal identity, empathy, and humility to interpersonal interactions.

·       Demonstrated ability to communicate clearly and directly as well as hear and act on feedback related to identity and equity.

·       Strong sense of accountability to diversity, equity and inclusion principles and practices.

·       Understand of the impact of identity dynamics on organizational culture.

·       Commitment to Planned Parenthood's In This Together service ethos, workplace values, and service standards.