Virtual Care Center Licensed Assistant Manager

Qualifications

• Ability to be adaptable and function well in an ever-changing environment.
• Experienced in delivering sensitive information and education while reducing stigma required; experienced in providing empathetic, patient-centered care.
• Strong computer skills and ability to navigate all Microsoft Suite applications and EHR applications.
• Bilingual (English/Spanish) preferred.
• If you work from home, you will need a reliable internet connection and a quiet space that is free of distractions so that you can focus on your job responsibilities. Background noise should be limited, and you must be able to maintain a space that provides patient confidentiality.
• Previous experience coordinating follow-up care, critical lab management and patient triage preferred.
• Associate's degree in nursing is required; Registered Nurse with current state licensure in either Colorado, New Mexico, Nevada, or Wyoming is required and must be willing to obtain a license in each state.
• Previous experience with Planned Parenthood as an RN or related nursing experience working in reproductive health, abortion care, gender-affirming care, or family planning preferred.
• Demonstrated leadership and written and verbal communication skills required; previous supervision experience preferred.
• Ability to effectively manage multiple competing tasks and priorities, meet deadlines, and prioritize work independently with little supervision.
• Previous experience with maintaining regulatory compliance is strongly preferred.

Primary Areas of Responsibility/ Essential Functions

• Participate in interdepartmental communication as needed to provide the best experience to patients and staff by communicating with other PPRM departments as needed to assist in completing tasks, problem solve, and improving processes.
• Lead by example and maintain a positive and professional work environment through the preparation of weekly staff meetings, team building activities, and exemplifying all PPRM values.
• Responsible for personnel management, development, and supervision for direct reports including hiring, defining job objectives and skill set requirements, training, performance management, development, and recognition; provide in-the-moment correction and coaching as appropriate.
• Create materials, documents, and tools staff utilize while training.
• Act as a resource to VCC staff to answer questions, monitor flow, ensure benchmarks are met, and resolve issues/concerns for patients and staff to make certain patient care is being delivered effectively and safely.
• Manage staff efficiency and productivity, assist in identifying areas of improvement, and help find ways to address these needs, which can include monitoring patient communication, clinical outcomes, follow-up reports, and employee documentation in the Electronic Health Record (EHR).
• Manage VCC RN payroll needs, including time off requests, schedules, and ensuring the accuracy of reported hours worked and meeting all payroll deadlines while following all company protocols and guidelines.
• Participate in the facilitation of staff meetings and facilitate communication among the VCC team.
• Direct management of team: You will be involved in all aspects of team management and support, directly managing the VCC RNs, while playing a key role in hiring, onboarding, supporting, training, coaching, and evaluating all members of the VCC team. You play a key role in setting the tone and establishing a positive culture for staff. To do this you will:

• Learn and stay current on all relevant protocol requirements.
• Maintain an organized tracking system of all ongoing follow-up activity.
• Support Capacity-Building Efforts Internally: You contribute to the culture of the team in explicit and implicit ways, supporting the VCC Manager of Telehealth and Director of the VCC as a key contributor to the overall success of the team; you collaborate with colleagues in other departments and ensuring team priorities and initiatives are carried out. To do this you will:
• Work to build capacity in others who see patients, serving as a leader with expertise and knowledge that can support the team.
• Demonstrate knowledge of all roles within the VCC, understand individual responsibilities and how they intersect with Centralized Follow up, and act as a leader within the department.
• In partnership with the Quality and Risk Management Team (QM) and VCC Manager of Telehealth, monitor quality assurance functions and patient safety, reporting deficiencies and develop corrective action plans.
• Implement clinical and regulatory changes and coordinate with QM and VCC Manager of Telehealth on the privileging of staff, as assigned.
• Work with VCC staff to ensure the team is following all PPRM policies, procedures, and the Medical Standards and Guidelines (MS&Gs), maintaining timely and accurate follow-up notification and patient care.
• Complete all responsibilities according to established protocols, policies, and standard practices in the areas of customer service, quality assurance, and regulatory compliance programs such as HIPAA (Health Information Portability & Accountability Act), OSHA (Occupational Safety & Health Administration), and CLIA (Clinical Laboratory Improvement Act).

• Provide excellent customer service to both internal and external customers by working towards a positive outcome with any problems encountered.
• Manage organizational-wide results for Pregnancy of Unknown Location and HCG Quants, ensuring accurate and timely follow-up with patients.
• Provide professional, comprehensive, and non-judgmental virtual medical assessment, evaluation, and advice to patients within the PPRM protocols.
• Act as a professional, nonjudgmental source of education to patients by offering information on reproductive, sexual health issues and gender-affirming care.
• Assist with scheduling patient appointments as needed. You will perform mandatory STI reporting to Colorado, Nevada, New Mexico, and Wyoming State Departments of Health when indicated.
• As defined by PPRM’s MS&Gs, provide patient care, notification, and follow-up of normal and abnormal labs, review the Provider Approval Queue (PAQ) and sign off or delegate results and create appropriate follow-up plans as needed for laboratory results for the organization.
• Provide Outstanding Patient Care: At its core, your work is about providing care to patients with the highest degree of competence and quality. To do this, you will:
• Triage medical questions and concerns, including providing daytime Calls for Abortion patients in accordance with PPRM’s MS&Gs.
• Answer patient questions received via the Patient Portal.
• Run reports from the EHR, and document accurately, appropriately, and efficiently all interactions with patients in their medical chart in the EHR and Electronic Plan Management (EPM) systems.

• Abortion Care: We all work in abortion care, whether it is referrals, information, education, counseling, performing, scheduling, etc. In this role, you will be leading a team that provides care, education, and services for patients who have or may be seeking abortion care with PPRM.