Health Center Manager (HCM)

The Health Center Manager (HCM) oversees the daily operation of a health center for Planned Parenthood of Greater Texas (PPGT). The primary duties of the Health Center Manager are to establish an effective supervisory relationship with all health center team members, ensure efficient, high-quality medical services are provided in accordance with the organization’s protocols, ensures administrative policies and procedures are adhered to, and to provide effective feedback to management and team members to assure that the health center runs effectively and efficiently. Leads the health center team to meet productivity, patient experience expectations and ensure compliance standards are maintained. Supports the organization’s strategic plan and workplace inclusion initiatives. Abides by the organization’s mission in performing job duties. Demonstrates an understanding and commitment to PPGT’s culture of quality, safety and risk awareness.

• Supervises health center staff and manages day-to-day operations for assigned health center providing reproductive healthcare services to patients.   
• Participates in a team approach to patient care, being cognizant of and responsive to the needs of patients as demonstrated by interactions showing respect, knowledge, responsibility, compassion, and sensitivity, cultural competence, and timely access to care.
• Effectively leads staff including clear communication and training of affiliate directives, priorities, or strategic health center changes.
• Leads health center team to meet productivity and revenue goals, as demonstrated by actions taken to ensure appointment availability.
• Lead, motivate, coach, and perform on the job training for health center team members. Coaches and develops health center team members in change process and building service-oriented teams. Plans and conducts regular staff meetings to facilitate team building, communication, problem solving, and obtain staff input/feedback.
• Provides leadership in health center operations, including selection, hiring, training, and evaluation of staff. 
• Develops an effective leadership style with team members, provides timely feedback and performance evaluation reviews with staff.
• Monitors health center flow and diminishes bottlenecks, monitors patient volume, capacity, and productivity of health center.  
• Accepts individual and joint responsibility for, and the efforts to achieve health center goals regarding number of patients served, visit cycle time, appointment show rate, accuracy in the execution and recording of patient payments, patient satisfaction etc.
• Provides direct feedback to team members to enhance quality, accuracy, and patient satisfaction with the services patients receive; coaches team members on ways to improve customer service.
• Manages upkeep of facility in conjunction with facility team, reporting needs timely.
• Fosters a positive communication environment including eliciting creativity, staff ideas, concerns, and suggestions.
• Maintain positive employee relations including proactively addressing potential employee concerns/problems and appropriately respond and document performance concerns and actions when necessary.  
• In collaboration with the training department, ensures that ongoing training and development programs are available to staff within area of responsibility. Ensures all required training is completed for direct reports and has overall accountability for staff within area of responsibility.
• Has unrestricted access to patient protected health information (PHI) on paper and electronic forms health records for purposes of treatment, payment, and/or healthcare operations. The use of a patient’s protected health information should be limited to information needed for the specific task that is being performed or requested by the individual patient. Disclosure of any patient information must be for purposes of treatment, payment or healthcare operation OR must be accompanied by a valid patient authorization. Must adhere to minimum necessary rule.
• Embraces the organization’s ‘In This Together customer service standards and uses them with internal and external customers, every person, every time.
• 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.

• Bachelor’s degree + some relevant experience, or
• Associate’s degree + 2 years of relevant experience, or
• High School diploma or equivalent + 4 years of relevant experience

Relevant experience: customer service, retail, or direct patient care in health care industry or a clinical environment. Supervisory or management experience preferred.

Must have excellent computer skills with knowledge of Microsoft Word, Excel, PowerPoint, Outlook, and Internet. Must have the willingness and ability to adapt to change including advances or new technology. Must have excellent customer service skills and be committed to providing the highest level of customer satisfaction. 

Other

PPGT is an equal opportunity employer.  We strictly prohibit unlawful discrimination of any kind, including discrimination on the basis of age; race, color, ancestry, national origin, or ethnicity; citizenship status; sex or gender; gender identity or gender expression or transgender status (including the individual's actual or perceived sex and the individual's gender identity, self-image, appearance, behavior, or expression); sexual orientation (including actual or perceived heterosexuality, homosexuality, bisexuality and asexuality); mental or physical disability; AIDS, AIDS Related Complex, or HIV status; perception of risk of HIV infection; or association with individuals who are believed to be at risk; religion or creed; genetic information; pregnancy status, including related medical conditions; marital status; past, current, or prospective service in the uniformed services; or any other basis protected by law.  We are a drug-free and tobacco-free workplace.

Applicants have rights under the Federal Employment Laws. To view these notices, please click on the following links: Family and Medical Leave Act (FMLA) poster: Equal Employment Opportunity (EEO) poster; and Employee Polygraph Protection Act (EPPA) poster.

• Must be able to work all health center hours of operation including evenings and weekends.
• Must be able to travel as required.
• Understanding of and compliance with established risk management and safety procedures.
• Understanding of core work processes in a women’s health and/or fee-for-service clinic serving the uninsured and underinsured.
• Understanding of how accreditation standards, regulatory agencies, funding, the external marketplace and a competitive environment drive change within a non-profit healthcare center.
• Ability to appropriately use medical terminology.
• Strong organizational skills and ability to multi-task.
• Ability to manage details and complexity, to handle a variety of tasks simultaneously and to work under pressure.
• Ability to exercise initiative, sound judgment, and problem-solving techniques in the decision-making process.
• Ability to effectively use organization’s computer systems. 
• Be discreet and safeguard confidential information.
• Possess integrity and compliance – can be relied upon to act ethically.
• Ability to provide effective, equitable, understandable, and respectful quality care and services that are responsive to the diverse cultural health beliefs and practices, preferred language, health literacy and other communication needs.
• Ability to work effectively as a team member.
• Ability to lead, manage, direct, and motivate diverse groups of people and possess the skills to delegate, develop and supervise subordinates.
• Industry Awareness: Remains aware of Planned Parenthood Federation of America (PPFA) accreditation standards and of the reproductive health environment’s regulatory compliance requirements. Understands how accreditation standards, regulatory agencies, funding, the external marketplace and competitive environment drives change within the organization.
• Organizational Awareness: Demonstrates a comprehensive awareness of the impact and implications of decisions and actions on other areas (departments or clinics) within the organization.
• Work Management: Effectively manages time as a resource; establishes realistic priorities; schedules own time and activities effectively; gives balanced focus and attention to appropriate long- and short-term priorities. Develops action plans and budgets; leverages technology; anticipates obstacles; establishes check points and monitors progress.
• Recovery Skills: Responds effectively and acknowledges responsibilities when patients (internal or external) experience problems or mistakes; rectifies the situation to restore patient satisfaction; seeks information and collaborates with others to take action to implement permanent fixes. Maintains stable performance and emotions when faced with opposition, pressure, and or stressful conditions.
• Interpersonal Sensitivity: Acts in a way that indicates understanding and accurate interpretation of others’ concerns, feelings, strengths and limitations. Uses interpersonal understanding to shape one’s own response.
• Building Relationships: Shows genuine interest in others’ needs and opinions; establishes rapport; earns the confidence and trust of others; demonstrates consistency between words and actions; delivers on commitments.
• Adaptability or Flexibility: Responds with flexibility to shifting priorities and changing work situations; recovers quickly from problems and setbacks; develops new skills to remain competitive. Adapts easily to change, sees the merits of differing positions, and adapts own positions and strategies in response to new information or changes to a situation.
• Coping with Demands of the Position: Uses effective problem solving while working under stress, high volume of work demands and/or time demands; regularly meets deadlines.
• Exemplify the organization’s In This Together values: We Tend to the Team; We Respect and Honor All People; We Jump In; We Try and We Learn; We Care for our Business; and We Return to our Mission.

Must be able to bend, stoop, kneel, crouch, reach, and grasp. Must be able to stand, particularly for sustained periods of time.  Must be able to move about on foot to accomplish tasks, such as moving from one work site to another. Must be able to push/pull. Must be able to work primarily with fingers such as picking, pinching, or typing. Must be able to communicate effectively. Those activities in which they must convey detailed or important spoken instructions to other workers accurately, loudly, or quickly. Will have substantial movements of the wrists, hands, and/or fingers. Subject to hazards including a variety of physical conditions such as exposure to infectious diseases. Must be able to lift and/or exert up to 20 pounds of force occasionally, and/or up to 10 pounds of force frequently. Must be able to have close visual acuity to perform an activity such as: preparing and analyzing data and figures; transcribing; viewing a computer terminal; extensive reading; visual inspection involving small defects. Health Center environment.