What are the responsibilities and job description for the Sr. Manager, Health Center Operations - Licensed position at PPMM?
Sr. Manager, Health Center Operations - Licensed
Reno, NV
Full-time (Hybrid - with PPMM Region)
Job Summary
Within assigned region and in collaboration with partners within the Services Management team, ensures the consistency of the patient experience and conformity of all PPMM health centers to standards of operations that achieve profitability according to the goals set in the annual budget, and maximizing the potential of all PPMM health services. Implements and manages the organization's process improvement program, including deployment of training and other duties that will enhance organizational efficiency and support a culture of
continuous improvement and internal and external customer satisfaction. Implements and monitors quality management at the health center level, reviewing data monitoring performance and implementing corrective action based on standards set by the quality management team. In addition to the qualifications and duties of the clinician position.
Within assigned region and in collaboration with partners within the Services Management team, ensures the consistency of the patient experience and conformity of all PPMM health centers to standards of operations that achieve profitability according to the goals set in the annual budget, and maximizing the potential of all PPMM health services. Implements and manages the organization's process improvement program, including deployment of training and other duties that will enhance organizational efficiency and support a culture of
continuous improvement and internal and external customer satisfaction. Implements and monitors quality management at the health center level, reviewing data monitoring performance and implementing corrective action based on standards set by the quality management team. In addition to the qualifications and duties of the clinician position.
ESSENTIAL DUTIES
- Serve as the Administrator for each assigned health center as required by 22 CCR 75046(d)
- Ensures that the PPMM patient experience is reliably excellent, and establishes the standards, monitoring system, and data distribution effort that will keep customer service at the forefront of our approach to health care.
- Leads the design, implementation, and monitoring of affiliate standards for clinic flow and optimum staffing ratios for service mix, demand, and profitability. Identifies areas to integrate and improve program management, health center operations and systems. Monitors the attainment of benchmarks and establishes corrective action plans to assure compliance with affiliate standards.
- Serve as a catalyst for change driving continuous improvement activities while focusing on planning and implementing process improvement initiatives.
- Work with Services Management stakeholders to assure that clinical, educational, and outreach services are delivered in manner that is consistent with affiliate policies, procedures, priorities, and goals.
- Within assigned region, leads the effort to support health center managers on the work to maintain efficient patient care flow through a team approach by planning and implementing patient and staff scheduling in conjunction with clinical staff leadership. Supports regular communication with Response Center and provides approval to adjust schedules when necessary for walk-in availability and other appointment changes as needed.
- Supports health center mangers in holding staff accountable for data accuracy and productivity, efficient workflow, measuring indicators, and analyzing processes to improve clinic performance.
- Responsible for ensuring that underperformance of team members are formally addressed, with clear and documented performance improvement plans. Maintains communication and transparency of active needs assessment to Sr. Operations Director and Services Management stakeholders as needed.
- Provides high-level and strategic oversight of daily workforce resource management in response to planned and unplanned staff vacancies, ensuring that appropriate access is maintained based on available staffing ratios.
- Promote identification of needs and problem solving within and between area operations and other PPMM departments. Identify areas to integrate and work interdepartmentally to improve program management, clinic operations, and systems.
- Contribute to affiliate-wide initiatives to improve the delivery and quality of medical services.
- Maintain positive employee relations, including proactively addressing potential employee concerns/problems in partnership with Human Resources.
- In collaboration with Sr. Director, Health Center Operations, provide support to Health Center Manager for resolution of problems arising from staff-related issues and handling patient complaints. Engage with Human Resources if resolution is not possible.
- Accept individual and joint responsibility for efforts to achieve health center annual goals regarding number of patients served, patient waiting time, appointment show rate, accuracy in the execution and recording of patient payments, customer satisfaction, etc.
Training & Instruction
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Provide support for New Clinician Orientation to ensure it results in high quality training of newly hired APCs in an efficient manner
- Facilitate specialized training/training for new services for APCs as indicatedrequired;
- Provide additional training and mentoring for APCs as indicated;required;
- Maintain high-level knowledge of current PPFA, state and national requirements for APC training and licensure
Non-Essential Duties
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Provides management of staff and center in absence of or vacancy of Health Center Managers.
- Represent Managers or local programs to state agencies and other entities when needed. Perform other duties and special projects as assigned. Duties and responsibilities may be added, deleted or changed at any time at the discretion of management, formally or informally, either verbally or in writing.
QUALIFICATIONS
Ability to perform the duties described above. A typical means of acquiring those abilities would be:
Ability to perform the duties described above. A typical means of acquiring those abilities would be:
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Three (3) or more years’ relevant experience in healthcare site management. Multi-facilityoperations experience preferred.
- Experience with patient centered workflows and executing process improvement initiatives
- Experience in implementing strategic plans and leading significant and diverse operations in the healthcare service industry.
- Graduation from an accredited FNP or Primary Care PA program for comprehensive primary care centers; graduation from an accredited Women’s Health NP or CNM program is acceptable for limited primary care centers.
- Current State license;
- Board Certification
- Current cardiopulmonary resuscitation certification.
REQUIREMENTS
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Skilled in verbal and written communications with internal and external business partners and employees. Must be able to speak effectively in a public or group setting.
- Strong influence and negotiation skills.
- Strong decision-making and problem-solving capabilities Excellent organizational skills
- Ability to set priorities and maintain composure under stress. Results-oriented Ability to train, coach and motivate
- Demonstrates cultural and linguistic competence.
- Proficient with Microsoft Office applications including Outlook, Word, Excel and PowerPoint. Along with the ability to learn other relevant software systems and databases as needed.
- Must be willing to work flexible hours including evenings and weekends. Must be able to travel within and outside organization region as the job dictates.
- 30%-50% travel
