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Planned Parenthood of Southern New England
Care. No Matter What.
We are Planned Parenthood of Southern New England, one of the region’s largest and most trusted providers of reproductive health care. We are recognized for the wide array of services we provide, the outstanding sexual health education we deliver, and our strong commitment to social justice. Working for Planned Parenthood is more than a job; it’s being a part of a powerful movement. Together, we’ll take pride in shaping the future of sexual health and reproductive rights for all people.
WHAT YOU’LL BE DOING:
The centralized follow up manager manages the total scope the centralized follow up department in collaboration with the Director of quality improvement and clinical/medical services. Primary responsibilities include: creating a high-functioning team to meet the customer service needs of patients, growing the department into a care management department, managing the department’s business and administrative functions, serving as a leader both in the department and the agency, facilitating processes to create effective systems, ensuring the health department is in compliance with PPFA requirements, quality standards, and ensuring a visible presence in the community.
***Must be able to work in the New Haven PPSNE office where the centralized follow up department is located at least 2-3 days per week***
Responsibilities
Create a high-functioning team that is well-positioned to handle the daily responsibilities of the follow up department
Ensures that new hire interviewing and selection and integration of new staff are completed through collaboration with Director of Quality Improvement, Human Resources, and Staff Training Team
Ensures that staff is fully trained to handle all responsibilities; monitors individual staff training plans and provides opportunities for growth and development
Ensures that all staff interactions and client services are client-centered and consistent with mission, core values and cultural/linguistic competence objectives
Supports staff in implementing and achieving agency and department -based initiatives and goals
Follows up on abnormal labs by creating care plans, notifying patients, coordinating with CT and RI department’s of health, reminding patients, answering questions, doing quality checks, communicating with health center staff
Fosters a “total agency” mentality and a culture where staff feel appreciated and recognized
Works closely with the chief medical officer, senior director for medical services and director for QI to make sure licensed clinical staff provide the highest quality services
Hold all clinical staff accountable to specific measurable customer service standards
In conjunction with regional director and human resources, handles all personnel needs
Works to maintain effective work from home policies and procedures for staff
Identifies and seeks opportunities to grow the follow up department–manages the department’s business and administrative functions
Works with director of quality improvement and the clinical support team to plan for and grow the department into a more robust care management department including developing the department’s budget
Helps develop metrics for the department and monitors department’s business results and analyzes data to identify trends and ways to improve results and to inform future decision-making; develops approaches to respond to trends
Collects and reports the department’s statistical data on services provided and staffing patterns Leads staff in identifying new customer and process priorities for the year and the annual planning process Keeps staff fully aware of the department goals and objectives and progress toward achievement
Serves as a leader both in the department and the agency:
Leads productive staff meetings, where communication, problem-solving and learning are priorities
Supports and leads team through constant changes in the business
Serves as a role model to staff and peers in business ethics, integrity, customer service and recovery skills
Serves as a liaison between the department, health centers and other departments in the agency
Participates in agency initiatives through work groups outside of the department as needed –facilitates agency project completion at the department
Supports the agency’s mission and all of the reproductive health services offered including family planning services, women’s health screenings, testing and treatment of STI’s, birth control methods and abortion services
Supports efforts to provide services that are culturally and linguistically competent; takes the initiative to develop own awareness and knowledge of diversity matters.
Demonstrates flexibility and teamwork; understands the interaction between this position and others with whom the position works directly and indirectly
Understand, interested in, and committed to Racial Equity
Demonstrate an understanding of the role that racial inequity plays in our society and its impact on health are systems and institutions
Interest in expanding your knowledge about the role that racial inequity plays in our society and are committed to building and/or deepening a commitment to racial equity
Self-awareness as it relates to racial and other identities
Is aware of multiple group identities and their dynamics, and brings a high level of self-awareness, empathy, and humility to interpersonal interactions
Authentic relationship building
Interacts effectively and builds trust with a d diversity of people and have demonstrated an ability to effectively work across difference. Communicates clearly and directly, continually able to hear, reflect, and act on feedback related identity and equity with the aim to learn, and gives both positive and developmental feedback, and holds oneself and others accountable, including for racial equity practice
Facilitates processes to create effective systems
Works collaboratively with health center staff, across other departments and with third party vendors to resolve agency systems issues
Uses continual feedback and the annual conversation to discuss and address systems issues
Ensures that the department is incompliance with regulatory and quality standards
Key Requirements
Must be able to work in the New Haven PPSNE office where the centralized follow up department is located at least 2-3 days per week
Passionate commitment to the mission, vision and values of PPSNE
Must have excellent administrative skills including document preparation and review, tracking, filing, phone etiquette and culturally sensitive customer service skills
Ability to work in a confidential and time sensitive environment
Excellent cross-cultural communication skills (verbal and written)
Demonstrated commitment and passion for equity and inclusion
Must be proficient in Microsoft Office Suite (Excel, PowerPoint and Word)
Time management skills and attention to detail is essential
Must possess the ability to work with changing priorities and simultaneously handle multiple projects
High School Diploma or equivalent
Bilingual Proficiency (Spanish/English); desired but not required
Personal Attributes
Collaborative
Problem-solver
Accessible and flexible
Clear communicator and good listener
Culturally responsive
PPSNE is an equal employment opportunity employer and does not discriminate against any employee or applicant for employment on the basis of race, color, religion, sex, national origin, age, disability, veteran status, marital status, sexual orientation, gender identity, or any other characteristic protected by applicable law. We are committed to building an inclusive workplace that values diversity and inclusion and reflects the diversity of our communities and patients. We strongly encourage people of color and members of the LGBTQ community to apply.
PPSNE offers a comprehensive benefit package which includes; Health, dental and vision insurance, retirement savings, paid parental leave, tuition reimbursement, generous paid time off, a flexible work schedule, wellness program and more.
*** Applicants must be located in the US and within driving distance to Connecticut and/or Rhode Island in order to be considered ***
Salary Range*: Min $50,094 Mid $62,618 Max $78,273
- Due to our commitment to equity and fairness PPSNE does not negotiate salaries.
