Health Center Manager

at  Planned Parenthood of Northern New England

Planned Parenthood of Northern New England (PPNNE) is seeking candidates for a full time, 37.5 hours/ week, exempt, Health Center Manager position based in ST Johnsbury, VT. Responsible for the administrate oversight of health center operations to include staffing, patient access and experience, staff development and experience, facility management, and budget adherence. Ensures adherence to all applicable policies and procedures, PPFA (Planned Parenthood Federation of America) & PPNNE (Planned Parenthood of Northern New England) standards, and state & federal regulations.
Create and sustain an environment of trust, ensuring ongoing and relevant communications with employees, creating opportunities for employees to contribute to improving initiatives, and connecting how employees work at all levels to contribute to PPNNE patients’ positive experience.

CHARACTERISTIC RESPONSIBIITIES:

• Oversees all daily operational aspects of the health center.
• Develops strong working knowledge of all services offered by PPNNE and demonstrates comfort in using appropriate language when discussing FDA-approved methods of birth control, STI (Sexually Transmitted Infection) testing, and abortion services.
• All Health Center Managers (within three months of hire):
• Completes health center’s online centralized training for front desk and clinical support.
• Health Center Managers: (Biddeford, Sanford, Topsham, Derry, Exeter, Keene, Barre, Brattleboro, Rutland, St. Johnsbury, White River Junction, Williston, Remote services): Maintains proficiency in either front or clinical HCA (Health Care Associates) role & responsibilities provides fill and / or back up support as needed.
• Health Center Managers (Burlington, Manchester, Portland): Health Center Manager with surgical programs directly supports clinic flow on Procedural AB days
• Demonstrate leadership acumen in facilitating efficient and effective operations to optimize patient experience, staff satisfaction, and achievement of health center goals (i.e., staffing ratios, patient access, patient flow, budget, etc.)
• Ensures clinician and health care assistant schedules align to maximize patient access and clinic flow.
• Monitors and adjusts health center daily visit schedule and flow to accommodate timely access to appointments, minimize patient wait times, provide exemplary patient care.
• Ensures that medical equipment is in good working order and the physical space is clean, safe, and inviting.
• Oversee inventory systems to ensure that all programs have enough appropriate medical supplies and unexpired medications that are securely locked, as indicated.
• Oversees security at the site to include timely completion of all quarterly drills.
• Provides clear and consistent expectations and establishes a just culture of accountability balanced with trust, respect, and support.
• Ensures staff adhere to PPNNE standards, policies, and procedures, PPFA standards, and all applicable Federal and State regulations.
• Ensure that all health center staff understand PPNNE’s mission and that all practices are consistent with our mission and management philosophy.
• Ensure that Quality Assurance and Risk Management policies and procedures are implemented, including timely submission of Occurrence Reports and Patient Complaints.
• Consults Director of Risk and Quality and/or Director of Facilities, as needed.
• Participates in mitigation strategies to correct identified deficiencies within specified timeframes.
• Provides respectful mentoring and coaching, to include supportive and constructive feedback, for all health center staff members during routine (at least monthly) check-ins to promote adherence to PPNNE standards, support professional development, promote job satisfaction, and maximize staff retention.
• Adheres to PPNNE progressive discipline policy/procedure guidelines when employee performance is not meeting standards to include development of a Performance Improvement Plan (PIP) with input from the impacted employee and union representative, when applicable.
• Leads team and creates a positive work environment, acts as effective change agent, and promotes team buy-in.
• Routinely solicits staff input in continuous process improvement strategies.
• Demonstrates ability to remain calm, objective, and respectful in leading crucial conversations.
• Effectively diffuses emotionally charged situations that may arise among patients and/or staff.
• Demonstrate flexibility and teamwork, understand that staffing needs and schedules fluctuate, which will require flexible work schedules and/or additional work hours
• Reviews designated Key Performance Indicators (KPIs) on a daily, weekly, and monthly basis.
• Identifies outliers and trends.
• Establishes and implements a corrective action plan to address variances, when indicated.
• Monitors and evaluates the effectiveness of the plan and modifies approach as needed.
• Identifies education needs for staff and facilitates completion of same.
• Leverages continuous process improvement to establish training opportunities based on audits, evaluations, observations, and patient/colleague feedback.
• Facilitates development of individualized professional development goals for each staff member and supports individuals in attaining mutually agreed upon goals.
• Ensures health center adheres to established annual budget.
• Participates in creating visit volume goals, monitors daily schedules, adjusts schedule to meet or exceed goals, and develops ongoing mitigation strategies, when necessary.
• Consistently completes and submits all necessary reports to include variance explanation and corrective action, when necessary.
• Oversees and ensures compliance with patient billing and cash management requirements to include all safety and security requirements.
• Ensure compliance with invoicing and accounts payable policies and procedures.
• Ensures workflows comply with current requirements posted in the Administrative Procedure Manual.
• Networks and facilitates relationships with community partners to increase PPNNE’s visibility and patient visits.
• Manager or qualified designee completes and documents at least three outreach events per quarter (to comply with grant requirements).
• Develop and periodically update a community resource guide to facilitate patient referrals and care coordination.
• Communicate health center hours, services, and scheduling options to promote new patients seeking care at PPNNE.
• Other duties as assigned by Regional Operations Director or Senior Vice President of Health Care Operations and/or Clinical Delivery.

QUALIFICATIONS:

• High school diploma or equivalent required; bachelor’s degree in health care, business administration, or health care science (preferred);
• 3-5 years of relevant healthcare practice and supervisory leadership experience (strongly preferred)and/or progressive leadership development with demonstrated leadership acumen;
• Successfully completes online Basic Life Support (BLS) certification course within three (3) months of hire (strongly preferred);
• Demonstrated commitment to delivering high quality patient care services and exemplary customer service;
• Ability to work independently and exercises good judgement in escalating issues and concerns for timely evaluation/resolution of same;
• Effective oral and written communication skills to include demonstrated ability to use de- escalation skills and techniques to diffuse complex situations;
• Commitment to cross functional collaboration and team building orientation.
• Demonstrated commitment to creating and sustaining a just culture and positive work environment that incorporates accountability balanced with respect;
• Demonstrated ability to manage daily health center operations, hiring and supervising staff, and budget oversight;
• Orientation to teamwork, including leadership ability and desire to work as part of an interdependent team;
• Strong organizational skills and timely completion of deliverables;
• Alignment with and ability to lead through the core values of PPNNE;
• Demonstrated ability to adhere to established timeframes for meeting regulatory and accreditation standards to include timely submission of all required reports; and,
• Ability to travel within PPNNE affiliate for meetings and training or educational opportunities as requested.

Please refer the Job description for details