Health Center Manager

Job description

**Position Summary:** The Health Center Manager [HCM] is responsible for all operational and clinical performance and day-to-day activities at the assigned health center(s). Reporting to and in collaboration with the Director, Health Center Operations [DHCO], the HCM must assure daily staffing coverage at assigned health center, work collaboratively with other HCMs to redeploy staff to other centers based on need, and handle patient issues and complaints as they arise. The HCM is the on-site authority and supervisor of all staff in the health center. S/he must adhere to the budget and operational plan for the health center and support the strategic plan and mission of PPHP. The HCM is responsible for all aspects of assigned health center, including assuring that facility and security issues are properly reported and handled, information technology and clinical informatics issues reported and rectified, and that all other issues that might arise are handled in a timely and efficient manner. ### Essential Functions - Oversees the daily operations and staffing of assigned health center(s). - Directly supervise staff, which includes the hiring, orienting, training, performance management process and separating staff, if needed in the health center, including clinician staff. - Meets or exceeds visit goals through attentive management of the health center’s operations including scheduling, matching center hours with patient demand, and staffing. - Adheres to the budget for the health center and prepares operating and capital budgets annually. - Maintains direct control over and accountability for health center inventories, purchases, supplies and petty cash. - Responsible for center to be adequately supplied and all equipment in working order. - Assures all staff are trained to offer excellent customer service and quality care to patients in each of their specialty areas in the health center. - Acts as customer service role model and provides regular feedback to center staff regarding patient experience, productivity, and appearance of the center. - Holds daily huddles (assigning a designee in the absence of HCM) to ensure that communication of new information and the daily schedule and staffing are clear to all staff. - Is responsible for: Daily health center flow, including implementing improvements to maximize efficiency, productivity, and the overall patient experience. - Motivating health center-based team through frequent communications, including ensuring that staff are aware of their role in facilitating PPHP’s strategic strategies and goals. - Ongoing and continual supervisory feedback for health center staff members to identify and remove barriers to success and create useful systems based on their input. o Proactively identifying obstacles to quality and/ or customer service and either making changes in the sphere of influence or reporting issues to RDPSO for further assistance. - Is accountable for health center performance vs. monthly budget volumes and shares volume and other statistical information with health center staff to motivate productive performance. - Routinely reviews and analyzes reports of service visits, budgets, billing, entitlement program enrollments, finances and other performance measurements as directed by RDPSO. Provides feedback and prepares corrective action when needed. - Facilitates the work of the RDPSO with on-site clinicians to ensure highest level of efficiency and productivity is reached in the health center while maintaining quality of patient care. - Builds a successful health center team and communicates regularly and effectively, including making proactive suggestions to RDPSO regarding staffing issues that impact PPHP. - Through at least biweekly individual supervision meetings with all health center staff, obtains a thorough understanding of and proceeds to address day-to-day operational issues in the health center. - Completes probationary and annual performance reviews timely, providing meaningful feedback to members of the health center team. - Develops and completes performance improvement plans or disciplinary actions, in collaboration with the RDPSO and Human Resources, when attendance or performance issues are identified and require action and follow-up. - Ensures that all staff is proficient in use of the electronic health record and practice management system and ensures staff and self are in compliance with all Finance policies and procedures. - Participates in the surgical abortion service as an site “HCM, ICP Flow Facilitator” rotation according to the needs of the affiliate. - Demonstrates flexibility and teamwork; understands the interaction between this position and others with whom the position works directly and indirectly. - 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 (Health Information Portability & Accountability Act), OSHA (Occupational Safety & Health Act) and CLIA (Clinical Laboratory Improvement Administration), Department of Health (DOH), and PPFA Elements of Performance (EOPs). **Non-Essential Functions:** - Works closely with Human Resources and consults as appropriate on staff performance issues or concerns and contributes to the collaborative recruitment process and retention of staff. - Participates in PPHP Compliance, Risk & Quality Management Committee (CRQM) and other integral workgroups and committees as assigned. Timely completion of health center audits and subsequent corrective action when applicable. - Performs other duties as assigned by Regional Director, Patient Services and Operations. - Attends PPHP meetings as assigned. - Provides coverage as a health center manager for other health centers as needed. - Works closely with Human Resources, IT, Finance, Facilities/Purchasing to ensure that systems are functioning effectively and meeting the needs of the health center. - Supports and encourages a culture that: Provides a rich conduit of information and ideas between sites and other PPHP departments - Participates in ongoing feedback with colleagues - Incorporates customer satisfaction into all aspects of the work; and o Encourages team to take responsibility for evaluating and improving systems. - Regularly checks personal PPHP email account for important affiliate-related communications, at least every 24 hours. - Timely response to all communications including email and phone calls. ### Qualifications: - Three to five years of relevant on-site management experience or equivalent, preferably in a health care environment. - Bachelor’s degree (or equivalent number of years of applicable experience) strongly preferred; Master’s degree with a concentration in healthcare preferred. - Excellent organizational, supervisory, and healthcare finance management skills. - Ability to effectively motivate a diverse staff and volunteers. Ability to lead and work as a team. - Computer skills including knowledge of clinic management software, electronic communications and use of management information systems as a management tool. - Ability to work flexible schedule including evenings and weekends. - Willingness to participate in all levels of operations to assure maximal performance of the health center. - Commitment to the mission of Planned Parenthood. - Qualified driver’s license and daily availability to an automobile.