Director of Health Center Operations

Planned Parenthood League of Massachusetts (PPLM) has a simple mission: Care. No Matter What. PPLM has been a leader in promoting sexual health for more than 90 years and we strongly believe that all people deserve care no matter who they are, where they live, or who they love. As the state’s leading provider of sexual and reproductive health services, we educate families and empower youth to make responsible choices. We do all this because we care passionately about helping people lead healthier lives.

With more than 600 health centers across the country, Planned Parenthood organizations serve all patients with care and compassion, with respect, and without judgment, striving to create equitable access to health care. Through health centers, programs in schools and communities, and online resources, Planned Parenthood is a trusted source of reliable education and information that allows people to make informed health decisions.

The Director of Health Center Operations - Boston (BHCD) oversees the management of day-to-day operations of PPLM’s Boston Health Center. In collaboration with the Boston Health Center Manager (BHCM), the BHCD is responsible for developing and monitoring the health center budget, visit volume, patient trends, and actively problem-solving issues that affect the operations of PPLM’s Boston Health Center. The BHCD works collaboratively with the health center management team and staff to plan, implement, and lead improvement strategies as required for optimal health center performance and provision of high-quality patient care. The BHCD understands and uses available data to inform and implement changes as needed.

The BHCD creates and sustains a collaborative, highly functioning, and productive work environment, and leads positive change. The BHCD supports the BHCM and health center staff to achieve productivity and customer service goals in a vibrant and compassionately led health center environment. The BHCD maintains positive collaborative working relationships with all staff members and external stakeholders. The BHCD supports a work culture that reflects PPLM’s values of collaboration, diversity and belonging, and inclusion.

The BHCD works collaboratively with the VP of Health Center Operations, the VP of Medical Services, and the Directors of Clinical Services and Clinical Quality, and all clinical and health center operations leadership to ensure that services conform to professional standards, PPFA protocols and accreditation requirements, PPLM quality standards, and all regulatory requirements and monitoring agencies. The BHCD is accountable for health center operational outcomes and achievement of healthcare related strategic goals, including patient satisfaction, patient access, and revenue-cycle goals and business development. This position also oversees the implementation and management of state, federal and/or private grants supporting health care services, including Title X and State DPH Grants.

• Oversees operations of PPLM’s Boston Health Center
• Supports and mentors Boston Health Center management team.
• Works collaboratively with the VP of Health Center Operations, the Medical Director, and the Directors of Clinical Services and Clinical Quality to ensure that Boston Health Center management and staff are meeting metrics as defined in PPLM’s Clinical Quality and RQM work plan
• Provides oversight of patient access to PPLM’s services by actively monitoring and improving operations to ensure scheduling and access barriers are removed.
• Implements and oversees the new Centralized Medical Record system at PPLM

• Serves as the primary supervisor for the BHCM and Centralized Medical Record staff.
• Completes 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, OSHA, CLIA, PPFA, MDPH and Title X.
• In collaboration with the BHCM and Health Center Training Manager, ensures that staff are adequately oriented and trained to offer excellent customer service and high-quality care to patients.

• Collaborates on patient experience initiatives with a focus on data and diversity, equity, and inclusion. Participates on PPLMX Committee (patient and staff experience).
• Develops, monitors, and utilizes data dashboards and management tools to improve patient satisfaction, productivity, and health center patient flow. Communicates quality, patient experience and efficiency data to the Board, Executive Team, managers and front-line staff.
• Manages and keeps VP of Compliance, VP of Health Center Operations, the VP of Medical Services, the Directors of Clinical Services and Clinical Quality apprised of patient complaints and risk management issues.
• Works in collaboration with Human Resources and the BHCM to hire, retain and manage disciplinary action (when necessary) of all non-licensed clinical staff.
• Works collaboratively with the Community Outreach and Engagement team to develop and sustain community/partner relationships that encourage referrals and expand PPLM’s health services. Advises and collaborates with PPLM stakeholders regarding market trends and volume/access opportunities.
• Works with Clinical Health Network (CHN), to ensure call center and revenue cycle KPIs are met and that PPLM is receiving high-quality service to ensure that we can deliver on our mission.
• Works closely with Facilities/Purchasing to ensure that systems are functioning effectively and meeting the needs of the Boston Health Center.
• Other tasks and responsibilities as assigned.

• BA/BS required. Master’s degree preferred. Equivalent, relevant experience equally considered.
• Health care experience required.
• A collaborative spirit and sense of humor
• Proven leadership record and at least 6 years’ operations experience in health care management
• Excellent interpersonal and managerial skills with ability and inclination to hold employees accountable to high standards while compassionately supporting their professional growth.
• Excellent leadership skills and the ability to communicate goals, clarify tasks, and build effective teams and partnerships.
• Strong knowledge of best practices for diversity, inclusion and equity with prior experience in developing and fostering a diverse work environment.
• Demonstrated ability to work with people of different races, ethnicities, gender identities and expressions, ages, abilities and experiences.
• Excellent analytical and computer skills
• Commitment to excellent customer service
• Skilled in resolving conflicts in a positive and constructive manner.
• Proven ability to think strategically.
• Proven ability to improve operations, systems, and performance with demonstrable performance improvement and change management skills.
• Proven financial, marketing, health care reimbursement and delivery system acumen.
• Experience managing departmental budgets, financial decisions and grants.
• Experience with Press Ganey a plus
• Willingness and ability to travel to other health center sites as required.
• Excellent oral and written communication skills, able to interact effectively at all levels of the organization.
• A commitment to PPLM’s mission and workplace values

What We Offer

·   Health, Dental & Vision Insurance

·   Generous paid time off including vacation time, provisions for extended sick time and 11 paid holidays

·   403(b) Retirement Plan with 3% company match

·   Life Insurance, Accidental Death and Dismemberment Insurance, and Long-Term Disability Insurance

·   Employee Assistance Program

·   Flexible Spending Account for medical expenses and/or dependent care expenses

·   Paid Parental Leave

·   Employee Discounts 

Roles that are denoted as Hybrid require 1 day per week in the office unless the role is denoted as onsite, which requires working onsite full time or 5 days per week.

Planned Parenthood League of Massachusetts 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.

Planned Parenthood is committed to creating a dynamic work environment that values diversity and inclusion, respect and integrity, customer focus, and innovation.