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Response Center Director

Date Posted: 10/16/2017
Organization: Planned Parenthood Mar Monte
Location: Clovis, CA

Salary: DOE

Description of Organization:
Join our team and make a difference! At Planned Parenthood Mar Monte we are seeking a dynamic and motivated Response Center Director. Must have a willingness to work flexible hours, including evenings and Saturdays and to travel between the health centers.

Position Responsibilities:

Essential Duties

  • Oversee day-to-day operations of the Response Center (RC) including:
    • analysis of FTE
    • general hiring practices
    • continuous program improvement
  • Provides direct oversight of RC Supervisors.
  • Responsible for hiring, training and managing RC Supervisors in a dynamic, fast paced team environment. Interview and hire RC staff.
  • Communicate clear expectations to all direct reports and hold all teams/agents accountable for achieving desired results.
  • Monitor retention and initiate methods in achieving retention improvement as needed.
  • Establish weekly and monthly call center performance goals.
  • Develop systems to ensure quality outcomes for internal and external customers.
  • Analysis of call volume, metrics, and service levels, including monthly reports/statistics in adherence to established quality indicators for telephone access, appointment access and call management; report monthly to AVP of Services Programs & Training and provide recommendation for improvement as needed. Direct RC Supervisors in monitoring RC Agent productivity and improving metrics. Identify, recommend and support the implementation of various programs for the improvement of call center quality.
  • Oversee Response Center Supervisor’s responsibilities regarding call monitoring to observe employee internal and external customer services, technical accuracy, standardizes procedures, productivity and conformity to PPMM policies and protocols.
  • Provides regular feedback to direct reports including coaching, annual performance evaluations, and corrective actions if needed.
  • Monitors patient appointment schedules according to health center needs and trends in call volume and patient requests for appointments. Develop and maintain master patient scheduling, monitor days out to next appointment type and ensure agents can appropriately schedule patients.
  • Prepares and analyzes statistical reports on a regular basis and provides timely feedback regarding trends.
  • Conducts regular meetings with RC Supervisors to communicate new information related to services, products, procedures, patient needs, and/or affiliate-related issues, changes, or actions.
  • Implements standards of excellence and adherence to PPMM’s core values of a positive patient experience, respect for diversity, integrity, financial strength, open channels of communication and teamwork for all staff working in the Response Center to optimize workflow and environment.
  • Responsible for setting, achieving or exceeding key call center performance indicators, customer service, and other productivity standards of performance.
  • Prepares the Response Center budget and monitors actual expenses versus budgeted expenses on a monthly basis.
  • Supports and encourages a culture that:
    • Provides a rich conduit of information and ideas between sites and other PPMM departments.
    • Participates in ongoing feedback with colleagues.
    • Incorporates customer satisfaction into all aspects of the work.
    • Encourages Team to take responsibility for evaluating and improving systems.
    • Effectively coordinates Response Center work and establishes relationships with all other PPMM departments to ensure that information about medical services, outreach and education programs, development, public affairs, and board and advocacy events are understood so that calls coming into the Response Center can be accurately answered and triaged.
  • Responsible for the technical operations, identification of technology and/or equipment needed and acts as liaison between IT and the Response Center (RC).
  • Responds to and evaluates customer concerns, complaints, and suggestions as needed.
  • Supports effort to the PPMM’s diversity program to provide services that are culturally and linguistically competent; takes the initiative to develop own awareness and knowledge of diversity matters.
  • Completes all responsibilities according to established protocols, policies and standard practices in the areas of customer service, quality assurance and regulatory compliance programs as HIPAA (Health Information Portability & Accountability Act), OSHA (Occupational Safety & Health Act), CLIA (Clinical Laboratory Improvement Administration) and Title X.
  • Other duties as assigned

Non-Essential Duties

  • Support PPFA call center collaboration.
  • Participate as member of EMR Core Team on ad hoc basis.

  • Qualifications:

    Ability to perform the duties described above. A typical means of acquiring those abilities would be:

    • Bachelor’s degree or equivalent experience.
    • Call center management experience.
    • Proficiency in practice management software scheduling experience preferred (NextGen EPM).
    • Five years of supervisory or management experience in a health, medical, or social service setting.
    • Excellent computer skills with working knowledge of Microsoft Office and Excel.
    • Demonstrated call forecasting ability or willingness to learn.
    • Knowledge of technical and operational aspects of the health center setting.
    • Knowledge of medical terminology.
    • Familiarity with the principals and practices of automated call director systems.


    • Proven excellent communication skills with both internal and external customers. Demonstrates flexibility and teamwork; understands the interaction between this position and others with whom the position works directly.
    • Ability to work efficiently in a high demand, team oriented, and fast-paced environment
    • Bilingual English/Spanish preferred.
    • Ability to work productively and effectively under pressure and ability to remain flexible with shifting and conflicting priorities.
    • Proven experience successfully handling high volume calls.
    • Ability to communicate and manage changes.
    • Ability to maintain strict confidentiality.
    • Willingness to work flexible hours, including evenings and Saturdays and to travel between centers.
    • Excellent customer service skills and committed to providing the highest level of customer satisfaction.
    • Ability to collaborate to solve problems in the best interest of the team.

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