Virtual Care Center Assistant Manager,… at Planned… · Location…

Virtual Care Center Assistant Manager, Telehealth

About Us: Planned Parenthood is committed to creating a dynamic work environment that values diversity, equity, inclusion, respect, integrity, customer focus, and innovation. We are committed to creating a welcoming space for all people on our staff, in our health centers, and in our community. We do this by tending to the team, respecting and honoring all people, jumping in, trying and learning, caring for our business, and returning to our mission.

Abortion Care: At PPRM, we all work in abortion care. This role supports abortion care through direct clinical triage, patient education, and follow-up, ensuring timely and empathetic support to those navigating abortion services.

Ideal Candidate:

• High School graduate (or equivalent)
• Must have previous experience working in reproductive health, abortion care, gender-affirming care or family planning, or management/coaching and leading teams
• Excellent communication skills, that considers providing excellent customer service as at the core of your day-to-day tasks
• You have experience providing empathetic, patient-centered care, and in multitasking, project management, meeting deadlines, and prioritizing work independently with little supervision
• You have experience in delivering sensitive information and education while reducing stigma
• Bilingual (English/Spanish) preferred

What You'll Do:

• Direct management of team: You will be involved in all aspects of team management and support, directly managing the VMR role, while playing a key role in hiring, onboarding, supporting, training, coaching and evaluating all members of the VMR team.

• You will set clear expectations, provide timely feedback, document all coaching and corrective action, and actively and promptly address attendance, reliability, productivity, quality, and other performance concerns rather than allowing issues to persist.

• As a VCCAM, you will review and approve time off requests and assist in building staff schedules. You are responsible for day-to-day staffing execution, monitoring all VMR tasks are within compliance time frames, including monitoring coverage, responding to call outs and vacancies, applying established contingency plans, identifying coverage risks early, and communicating material staffing concerns with a proposed plan.

• You will create and review materials, documents, and tools staff utilize while training. You will ensure staff training is completed; competency is validated, and changes to workflows, systems, billing requirements, or service scope are operationalized consistently. You will manage staff efficiency and productivity and assist in identifying areas of improvement and help find ways to address these needs.

• You will routinely review available productivity, quality, workload, and workflow data; identify trends or outliers; and use those findings to coach staff, request adjustments to operations, or recommend process improvements.

• You will provide direct operational coverage when necessary for business continuity, while prioritizing the leadership, staffing, performance management, and workflow responsibilities of the Assistant Manager role.

• Leader on the VFT team: You will 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 team by ensuring team priorities are carried out.

• You will support workforce planning by identifying vacancies, schedule gaps, onboarding needs, and cross training opportunities. You will maintain an accountable work environment through effective 1:1’s, clear communication, consistent follow through, recognition of strong performance, timely intervention when expectations are not met, and exemplifying PPRM’s values.

• Operational Readiness, Quality & Continuous Improvement: You will support implementation of new services, workflow changes, technology, staffing models, by translating decisions into operational steps, confirming staff readiness, updating or creating job aids/SOPs as assigned, monitoring early performance, and escalating barriers with recommendations.

• Communication & Follow-Through: You will maintain timely communication with staff and leaders; respond to requests within expected timeframes; document decisions and action items; and close the loop when work is complete. When information is incomplete or a deadline cannot be met, you will proactively communicate what is needed, the impact, and the revised plan.

Salary Range: $27.87 - $35.31/hour
*Although our full pay range is included above, the budgeted hiring range for new hires is $52.56 - $59.57/hour and based on related professional experience

Benefits:

• Medical/Vision/Dental, with extended mental health coverage.
• Accrued PTO and Sick Time
• 401k/Safe Harbor Contributions (PPRM contributes up to 3% of your pay to your 401k after 1 year of service).
• Employee Loan Program
• Employee Assistance Program and WorkLife Partnership.
• Paid Family Leave/Paid Parental Leave and MORE!

To learn more about our amazing benefits visit us HERE.

COVID-19 Protocol: Vaccination against COVID-19 will no longer be a condition of employment. However, all Health Center/Patient or Community Facing Employees, must have the COVID vaccine or wear a mask at all times beginning November 1st. Proof must be uploaded upon hire. You will upload a picture or pdf of your vaccination card(s) prior to your start date.

Flu Protocol: All employees working directly with patients, the community or working in a health center will be required to have the flu shot or wear a mask during patient/community contact or while in the health center from November 1 – April 30 each year (Flu Season). Proof must be uploaded upon hire. You will upload a picture or pdf of your vaccination card(s) prior to your start date.

Background Check Required: Planned Parenthood of the Rocky Mountains is an equal employment opportunity employer and is committed to maintaining a non-discriminatory work environment 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.