Patient Program Specialist

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 Patient Program Specialist with monitor and analyze the day-to-day Patient Services programs, systems, and workflows. You will work directly with the Patient Services leadership to design, develop, coordinate, and facilitate the execution of specified programs and initiatives and ongoing support of established systems and programs. You will support continual improvement efforts in staff engagement, the patient experience, health center productivity and meeting quality metrics while implementing and sustaining quality improvement programs.  

• Complete existing program compliance requirements (i.e. Essential Access Health, 340b program, pharmaceutical patient assistance programs)
• Reduce clinical variability through routine, ongoing, long-term, and seasonal audits related to Patient Services operations, such as forms, inventory, and workflows
• Assist with new initiatives and ongoing improvement measures around EHR and other systems
• Assist with the workload and programs of the Patient Services Department, including coordination, project-planning components, monitoring plans and completing audits to ensure successful implementation
• Serve as a liaison for health center questions related to Patient Services programs
• Assist and helps inform updates to medical protocols, quality assurance protocols, affiliate manuals, and standard operating procedures.
• Coordinate and is present on-site at health centers for the purpose of auditing and analyzing current processes to identify areas of inefficiencies and performance improvement
• Assist in coordination and execution of efforts surrounding compliance and HIPAA practices
• Assist the Sr. Director of Patient Programs with grants management, reporting, and other requirements as related to grant compliance
• Assist the Sr. Director of Compliance, Security, and Strategic Projects with the coordination and administration of all clinical student learners, including communications with learners, ensuring all documentation and training is complete before onsite access, coordination with Security to facilitate badge access, and communication with clinicians and managers
• Assist with leading successful internal programmatic meetings and complete related documentation (i.e.: project plan, communications and report out)
• Maintain, track, and assist with health center and regulatory department licenses and audits.
• Provide support for QA Committee and audits
• Assist with managing deliverables of programs, identifying risk with stakeholders, workflow, training, and impact, and communication is maintained for participants and stakeholders
• Identify areas of strength, opportunity, and sustainability of programs through post-rollout analysis
• Remain current and be a resource to staff about current medical and social issues related to the provision of PPPSGV services
• Serve as role model in customer service and incorporate techniques in projects
• Maintain the highest level of professional and ethical standards and support risk and quality management by proactively communicating identified risks

• Non-Essential Functions:
• 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

• Education:  
• High School level education and above are welcomed to apply
• Bachelor’s degree or equivalent experience

• Experience:  
• Minimum 3 years’ experience in a health, medical or social service setting supporting programs and operations
• Successful program support and rollout
• Working within regulated compliance activities
• Minimum 3 years of customer service experience
• Support of medical staff highly preferred

• Other:             
• Demonstrated success working on multiple projects simultaneously and set priorities based on the project and work independently
• Excellent written and interpersonal communication skills including ability to communicate effectively with all types of health center, technical and administrative personnel at all levels
• Communicate effectively with colleagues of all backgrounds and all levels     
• Strong relationship skills, including the ability to successfully engage an audience
• Make practical decisions independently showing good judgement and with attention to PPPSGV policies and procedures
• Strong planning, program support, and organizational skills
• Work independently and as part of a team
• Manage and implement process change related projects to successful completion
• Willingness to work flexible hours, including Saturdays and to work at/travel between centers
• Proficiency with Microsoft Office suite, experience using Sharepoint is a plus
• Excellent customer service skills, commitment to providing the highest level of customer satisfaction, and ability to model excellent service
• 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
• Commitment to personal and/or organizational Diversity, Equity and Inclusion work, including the proficiency and/or strong willingness to use non-binary pronouns

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.