Health Center Manager - Planned Parenthood of Northern New England

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.
• WORK/PHYSICAL DEMANDS:
• Ability to work in a health care setting, support staff performing clinical procedures, witness patient visits, diffuse complex and/or emotionally charged situations, and follow appropriate personnel protective guidelines to avoid exposure to potentially infectious materials.
• Ability to sit or stand for up to five (5) hours and key stroke up to two (2) continuous hours and up to four (4) intermittent hours per work shift.
• Ability to operate all normal office equipment.

COMPENSATION & BENEFITS:

• The range of pay for this position is $61,386 - $89,427 per year, depending on level of experience. Access to benefits are available such as health, dental, vision, paid time off as well as a retirement fund.

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