Manager, Patient Portal Services

Impact Lives, Impact Community

Family Health Centers of San Diego (FHCSD) is passionate about providing exceptional health care to all, especially underserved communities with limited health care options. Founded by a Latina grandmother/community advocate over 50 years ago in Barrio Logan, FHCSD has grown into one of the largest community health systems in the country. With over 90 sites, over 227,000 patients, and over 1.1 million healthcare visits last year, we provide a wide variety of health care and outreach services to a very diverse patient population. We are proud of our mission, our lasting community impact, and the cultural and individual diversity of our staff

Job Profile Summary

In collaboration with the V.P. of Patient Access and leadership, assist and provide operational management and strategic planning for patient portal service delivery programs and other programs as assigned. Has knowledge and experience with program management, data analytics, reporting, and supervisory skills, bringing excellence to a busy department's strategic planning and daily management tasks.

General Job Description:

The Manager of Patient Portal will assist by providing operational management and strategic planning for the Patient Portal and other departments/programs as assigned.

In partnership with the VP of Patient Access, this role will oversee and manage the operational aspects and strategic planning of care coordination services and other designated programs. Responsibilities include managing staff, ensuring regulatory compliance, fostering positive relationships with the adjoining departments and clinic staff, and driving strategic initiatives. A deep expertise in program management and solid supervisory skills are essential for driving both the strategic direction and the daily operational excellence of a dynamic and fast-paced department.

Job Roles

* Oversee and provide operational and strategic guidance for the patient portal team.

* Drive innovative technology solutions within our patient portal, enhancing healthcare access and improving the digital experience for underserved communities.

Promote ongoing cross-system collaboration to identify opportunities to strengthen current processes, maximize the number of patients referred, and improve system interoperability.

* Prepare, distribute, analyze, and present reports for senior leaders on progress, processes, and outcomes.

* Analyze data gathered to identify opportunities for improvement that drive utilization and growth of the Patient Portal.

* Develop critical metrics related to process improvement projects to ensure expected outcomes are achieved and monitored.

* Define and maintain project plans, and communication/reporting items associated with multiple components are provided.

* Recruit, train, develop, engage, and retain a high-performing workforce.

* Collaborate with product development and software engineering teams to communicate requirements, prioritize features, and manage changes to the patient portal.

* Coach and counsel staff and administer appropriate disciplinary action in a timely manner.

* Supervise assigned teams, including hiring, providing performance management, training, scheduling, and corrective discipline (including termination) as needed.

* Ensure ongoing compliance with applicable regulatory and department standards (The Joint Commission, OSHA, etc.).

* Lead, educate, coach, and mentor others on LEAN's continuous process improvement philosophy, tools, and application to accomplish organizational goals.

* Perform other duties as assigned

Education/Certifications/Licenses/Registrations

* BA/BS in a related field (Business Administration, Health Administration, or Marketing/Sales) is required.

* Ability and means to travel as needed in a timely manner within San Diego County. DRIVER REQUIREMENTS: Require an active Class C California driver's license, proof of liability insurance at $100,000, on vehicle used. No more than 2 points in the past 12 months; no suspensions in the last 2 years for moving violations, no DUI, reckless or felony driving within 5 years. No license revocation in 7 years.

Experience/Specialized skills (including Language)

* 2 years of supervisory experience required.

* 2 years of relevant experience in the healthcare field.

* Experience managing accounts and clients.

* 1 year experience working with data collection/analysis in a healthcare setting with an understanding of cybersecurity principles and practices related to healthcare data protection.

* Preferred experience in managing or overseeing patient portal implementations and upgrades.

* Proficiency in project management tools such as Microsoft Project, Asana, Trello, or similar.

* Familiarity with patient portal platforms, including their functionalities, integration, and user interface.

* Ability to translate operational needs and user feedback into actionable items for software developers, ensuring that technical solutions align with healthcare objectives and user needs.

* Process-driven and proven ability to aggregate actionable data.

* Demonstrated skills in computer applications and software, including MS Office, data collection, and medical informatics.

* Strong critical thinking skills in assessing and analyzing data, processes, and outcomes.

* Good written and verbal communication skills, including the ability to communicate effectively with cross-functional teams.

* Ability to maintain good interpersonal interactions with clients and co-workers.

* Effective training and coaching skills; ability to drive results and achieve objectives through others.

* Self-motivated, organized, and capable of operating with a high level of autonomy.

* Demonstrated ability to be culturally sensitive and respect diversity.

* Excellent organizational skills, attention to detail, time-management skills, and strong motivation to meet deadlines and achieve goals.

In the spirit of pay transparency, we are excited to share the base range for this position, exclusive of fringe benefits or potential bonuses.

If you are hired at Family Health Centers of San Diego, your final base salary compensation will be determined based on factors such as geographic location, jurisdictional requirements, skills, education, and/or experience. In addition to these factors - we believe in the importance of pay equity and consider internal equity of our current team members as a part of any final offer. Please keep in mind that the range mentioned above is what we reasonably expect to pay for the role. Hiring at the maximum of the range would not be typical in order to allow for future and continued salary growth. We also offer a generous compensation and benefits package (more information on our benefits offerings is available here: FHCSD Wellness - Employee Hub (gobenefits.net)