Manager of Surgical & Specialty Services - Orange HC, CA-ORG

Planned Parenthood of Orange and San Bernardino Counties has a full-time opportunity for a  Manager of Surgical & Specialty Services in Orange, CA.

Responsible for managing a multi-service program health center providing the full range of primary care and reproductive health care services, including abortion services and the planning, development, implementation, and evaluation/improvement of services/programs. Ensures patient care staff provides high-quality, accessible, cost-effective care in a time-efficient manner. In conjunction with the Health Center, Management will oversee the patient experience, including but not limited to customer service, patient wait times, evaluation, and managing of service recovery for patient grievances. Ensure health center fully complies with local, state, and federal requirements. Implements and maintains clinical and patient care practice standards, budgets, and staff development. Directly manage and oversee the activities of the entire health center staff (20+ employees).

At PPOSBC, we understand the importance of a well-rounded benefits program and are dedicated to providing you with unique benefits that meet the needs of you and your family. We are proud to offer a range of plans that help protect you in the case of illness or injury including:

• A competitive benefits package including medical, dental, and vision coverage for you and eligible dependents, life insurance, and long term disability. 
• Benefits coverage starts after one full month of employment!
• Generous vacation, sick, and holiday benefits!
• Generous 401(k) matching contributions and more!
• To view our detailed benefits guide, please visit our career site at www.pposbccareers.org

Responsibilities

Essential Functions: Essential functions encompass the required tasks, duties and responsibilities performed as part of the job and the reason the job exists.

• Manages abortion and reproductive health care programs, services, and operations; and oversees additional services and operations that may be provided at center such as primary care. Responsible for the delivery of clinical services integrated with business plans while meeting or exceeding quality, clinical, and utilization standards, performance measures, and financial/productivity objectives.
• Manages the continuous improvement of all clinical practices, services, and operations. Develops, recommends, and implements systems, processes, and methods to evaluate and improve patient care. Will provide timely and continuous feedback from customer service observations with all Licensed staff during one-on-one meetings.
• Ensures the delivery of premier customer service while facilitating resolutions of patient care issues. Implement customer service standards and provide immediate and actionable feedback to the staff when patient's needs are not met. Will address patient grievances and provide a root cause analysis as appropriate.
• Reviews annual financial plans, resources, and budgets while accountable for the financial aspect of the center's daily operations. Reviews and monitors financial performance and identifies and implements strategies to reduce costs and improve quality of care/service. Continually works to reduce operating costs while maintaining quality of care and productivity standards.
• Assists in determining appropriate staffing ratios and staffing-related functions and issues in a timely manner; facilitates interviews, hires, training, and maintaining the competency of the clinical licensed staff and the health center management team. Responsible for directing work, conducting performance reviews, recognition, and performance management of Licensed staff and the health center management.
• Monitors, develops, and implements Health Centers' policies and procedures, which support the organization's goals and business objectives.
• Be an active member of the clinical/patient services management team, bring important issues to the group that need attention, and share successful strategies, processes and ideas.
• Responsible for communicating health center needs to maintain quality standards for the appearance and functionality of the centers.
• Monitors and supervises daily health center flow patient-centered flow and implements changes as needed for improvements with health center flow in conjunction with the. Director of Operations
• Works with the Health Center Management team and the Scheduling team to ensure appropriate management coverage, including all surgical days.
• Schedules, orients, and supervises personnel in the areas of personnel policies and procedures, medical procedures, statistical and record-keeping requirements, inventory procedures, office and equipment maintenance, Risk Management, Quality Assurance, Illness & Injury Policies & Procedures, CLIA Guidelines, emergency procedures, and on-going training/updates as required.
• Creates and maintains a professional environment that promotes employees' ideas, collaboration, and teamwork. Work collaboratively with other Patient Services Administration team to create standardized processes that improve flow, quality, and the patient experience.
• May serve as a spokesperson for the health centers to communicate changes, implementation results, and suggestions. Directs, trains, and deploys staff in the:
  • Abortion referral and counseling.
  • The provision of abortion services.
  • All other services provided in the center.
• May assist in providing clinical and surgical services as outlined in the PPOSBC Medical Standards and Guidelines, Standardized Procedures, Policies and Procedures, and any other guidelines recommended by the affiliate. 

Non-Essential Functions:

• Other duties as assigned.

PHYSICAL REQUIREMENTS:

The physical requirements of this position are identified below. Reasonable accommodations may be made for individuals with disabilities to perform the essential functions of this position.

CORE COMPETENCIES – WE CARE:

• Welcoming: Anticipates customer requirements and gives high priority to customer satisfaction and service.  Handles problems quickly and efficiently.  Maintains a pleasant, positive and professional approach. Embraces opportunities to help team members, stakeholders, and other departments.
• Equitable:Creating equitable access and opportunity for all through education, practicing inclusive behavior, elevating others’ voices, creating spaces for honest conversation, and listening without judgment.  Values and uplifts our collective diversity within in our agency.
• Confidential: Respects the information shared by our patients, employees, and vendors and maintains appropriate confidentiality.  Follows all policies and laws that protect private & privileged information.
• Accessible: Is available and approachable to others, open-minded, fair and non-defensive.  Appreciates constructive feedback and is a team player.  Demonstrates good listening skills.
• Respectful:  Values diversity and treats everyone with dignity and courtesy.  Dependable and courteous of other people’s time and commitments.
• Empathetic: Demonstrates interest and understanding in other people’s feelings, attitudes and reasoning.  Maintains an open and non-judgmental demeanor that is patient, flexible, and understanding.

To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

License and/or Certification:

• Current California Nurse License preferred
• CPR and ACLS certifications preferred 

Minimum Education:

• BS degree in healthcare-related field or equivalent related experience. 

Minimum Work Experience:

• 4-7 years’ experience in healthcare environment; patient care/clinical service environment, with minimum of 4 years' management experience overseeing multiple levels of employees (experience managing 15+ employees preferred).
• Reproductive health, managed/primary care, and/or abortion services experience a plus.

Supervisory Experience:

• Demonstrated ability as an effective leader, including coaching and team-building skills.
• Strong written, verbal, and interpersonal skills.
• Budgeting experience.
• Excellent strategic planning skills.
• Must be self-motivated and have the ability to work without direct supervision.

Agency Standard Requirements:

• Strong commitment to quality healthcare and excellent customer service is required.
• Must thrive in a fast-paced, rigorous environment with changing priorities.
• Ability to meet deadlines and work under pressure.
• Must demonstrate high-level computer skills, including; Microsoft Word, Excel, and Outlook. Electronic medical records experience may also be required.
• This position requires travel to other sites and locations; if using a personal vehicle to meet this requirement, a valid CA driver's license and current auto insurance in compliance with the minimum requirements of CA vehicle code are required.
• Abortion patients are cared for at each of our health centers and in part through the administrative, support, and other non-clinical services provided at all PPOSBC locations and by all PPOSBC employees, and supporting these critical services is an essential job duty and fundamental responsibility of all employees.