Health Center Manager (HCM)

Planned Parenthood of Greater Texas•Fort Worth, TX

4d•Onsite

About The Position

The Health Center Manager (HCM) oversees the daily operation of an assigned Planned Parenthood of Greater Texas health center providing reproductive healthcare services. The manager supervises and develops the health center team, ensures efficient, high-quality medical services are delivered in accordance with organizational protocols, and ensures administrative policies and procedures are followed. The role provides feedback to management and team members and leads the center in meeting productivity, patient-experience, revenue, and compliance expectations. The HCM supports the organization’s strategic plan and workplace inclusion initiatives, follows its mission, and demonstrates a commitment to quality, safety, and risk awareness. The position requires a team-oriented approach to patient care, effective staff leadership and training, and careful handling of protected health information in accordance with the minimum necessary rule. The manager may be assigned additional, changed, or removed duties at management’s discretion. The position is based in a health center environment and requires availability during all health center operating hours, including evenings and weekends, as well as travel as required. Physical requirements include standing and moving around the work site; bending, stooping, kneeling, crouching, reaching, grasping, pushing and pulling; frequent hand and finger activity; effective communication; close visual acuity; and occasionally lifting or exerting up to 20 pounds and frequently up to 10 pounds. The role may involve exposure to infectious diseases.

Requirements

Bachelor’s degree and some relevant experience; or an associate’s degree and 2 years of relevant experience; or a high school diploma or equivalent and 4 years of relevant experience.
Relevant experience in customer service, retail, direct patient care in the healthcare industry, or a clinical environment.
Excellent computer skills, including Microsoft Word, Excel, PowerPoint, Outlook, the Internet, and organizational computer systems.
Excellent customer service skills and commitment to providing a high level of customer satisfaction.
Ability to work all health center hours of operation, including evenings and weekends, and 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 uninsured and underinsured patients.
Understanding of how accreditation standards, regulatory agencies, funding, the external marketplace, and competition influence change in a nonprofit healthcare center.
Ability to use medical terminology appropriately.
Strong organizational skills and ability to multitask, manage complexity and details, handle concurrent tasks, and work under pressure.
Initiative, sound judgment, and problem-solving skills for decision-making.
Discretion and ability to safeguard confidential information; integrity and ethical conduct.
Ability to provide effective, equitable, understandable, respectful, culturally responsive quality care and services that account for diverse health beliefs and practices, preferred language, health literacy, and other communication needs.
Ability to work effectively as a team member and to lead, manage, direct, motivate, delegate to, develop, and supervise diverse groups of people.
Awareness of PPFA accreditation standards and regulatory compliance requirements in the reproductive health environment.
Organizational awareness of how decisions and actions affect other departments and clinics.
Ability to manage time, set realistic priorities, schedule activities, balance short- and long-term priorities, develop action plans and budgets, leverage technology, anticipate obstacles, and monitor progress.
Ability to respond effectively when patients experience problems or mistakes, restore patient satisfaction, collaborate on lasting solutions, and maintain stable performance under pressure.
Interpersonal sensitivity, relationship-building skills, flexibility, adaptability, and ability to cope with high-volume or time-sensitive demands and meet deadlines.
Ability to 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.
Ability to meet the listed physical requirements, including standing, moving about, bending, kneeling, reaching, grasping, pushing and pulling, communicating, using hands and fingers, close visual work, and lifting or exerting up to the specified weights.

Nice To Haves

Supervisory or management experience.

Responsibilities

Supervise health center staff and manage day-to-day operations for an assigned health center providing reproductive healthcare services.
Participate in a team approach to patient care, responding to patient needs with respect, knowledge, responsibility, compassion, sensitivity, cultural competence, and timely access to care.
Communicate and train staff on affiliate directives, priorities, and strategic health center changes.
Lead the health center team in meeting productivity and revenue goals, including ensuring appointment availability.
Lead, motivate, coach, and train team members on the job; support their development through change and service-oriented teamwork.
Plan and conduct regular staff meetings to support team building, communication, problem solving, and staff input and feedback.
Lead health center operations, including staff selection, hiring, training, and evaluation.
Develop effective leadership relationships and provide timely feedback and performance reviews to staff.
Monitor health center flow, patient volume, capacity, and productivity, and address bottlenecks.
Work individually and jointly toward health center goals, including patients served, visit cycle time, appointment show rate, accurate execution and recording of patient payments, and patient satisfaction.
Provide feedback and coaching to improve service quality, accuracy, and patient satisfaction.
Coordinate facility upkeep with the facility team and report needs in a timely manner.
Foster positive communication and invite staff creativity, ideas, concerns, and suggestions.
Maintain positive employee relations, proactively address potential concerns, and appropriately respond to and document performance issues and actions.
Collaborate with the training department to make ongoing staff training and development available; ensure required training is completed by direct reports and maintain overall accountability for staff training in the area of responsibility.
Access and use patient protected health information only as needed for treatment, payment, or healthcare operations, comply with the minimum necessary rule, and ensure disclosures are appropriately authorized.
Apply the organization’s “In This Together” customer service standards with internal and external customers.
Comply with established risk management and safety procedures and safeguard confidential information.