PPSAT is seeking a full-time dynamic and experienced Director of Operations to join the Raleigh, NC team. The Director of Operations oversees and manages Patient Services Operations across PPSAT's 14 health centers. They provide leadership and support to health centers and are responsible for the growth and financial performance of all PPSAT health centers including: recruitment, personnel management, and day to day delivery of services. This position has oversight of health center and staff providing a full range of comprehensive reproductive health care and abortion services. The Director of Operations ensures delivery of high-quality health care including abortion and family planning services for women and men.
Maintain direct contact with the health center staff and health center managers to assist with decision making as needed. Hold Health Center Managers (HCMs) accountable through regular communication and provide guidance and direction.
Recruit, hire, coordinate training and supervise HCMs throughout the affiliate.
Mentor HCMs and promote leadership skills and ensure that HCMs have access to training and development opportunities.
Identify achievable goals with the Vice President for Patient Services’ input for all centers within region based on organizational, departmental and regional strategic objectives. Communicate and monitor goals and health center strategic plans/vision to HCMs.
Develop an operational plan with the Vice President for Patient Services which incorporates goals and objectives that work towards the strategic direction of the organization.
Ensure effective systems to track scaling progress, and regularly evaluate program components, so as to measure successes that can be effectively communicated to the Vice President of Patient Services.
Oversee and manage the department from a fiscally responsible perspective and ensure alignment with budget expectations.
Approve expenditures within the authority delegated by PPSAT.
Work as a team member to meet or exceed health center productivity goals and employee and patient satisfaction goals.
Oversee the efficient and effective day to day operations of the department.
Monitor the day to day delivery of the programs and services of the organization to maintain and improve quality.
Ensure health center staff understands and complies with organization protocols including Medical Standards and Guidelines, risk management and safety procedures, regulations regarding patient rights, HIPAA requirements, regulations regarding identification and reporting of child abuse and sexual abuse of a minor, consent, infection control protocols, CLIA, billing and coding practices, and applicable OSHA safety standards.
Provide leadership in communicating, training and ensuring compliance with PPSAT policies and administrative processes through staff meetings and other communications.
Maintain positive employee relations including proactively addressing potential employee concerns/problems and appropriately responding and documenting performance concerns and actions when necessary. Provide support to HCM for resolution of problems arising from staff related issues and handling patient complaints. Engage with HR if resolution is not possible.
Act as a liaison between finance and health centers to remove barriers and support and empower health center managers in the achievement of clinic goals.
Work directly with Project Manager to ensure proper understanding and implementation of any new projects and processes.
Participate in the RQM program to ensure high quality, efficient, customer-driven service delivery, following approved protocols and health center practices. Assist in reviewing, updating, and developing new RQM audit tools and checklists.
Planning and operation of annual budget.
Participate in review and compilation of occurrence reports for annual summary for measurement and reporting on outcomes and trends, for training purposes and quality improvement efforts.
Complete bi-annual site visits at each center.
Promote PPSAT mission and customer service standards
Bachelor’s Degree in related field.
Four to six years medical practice operations experience.
Minimum one year management or supervision experience in health care or customer service.
Proficiency with email and Microsoft Office applications including Word, Excel and PowerPoint.
Ability to function as both a leader and a team member.
Ability to perform effectively in a constantly changing, high-functioning environment.
Ability to communicate with patients and colleagues in a professional, warm and sensitive matter.
Ability to manage multiple tasks and priorities while affording attention to detail and organization.
Demonstrate commitment to nonjudgmental approach to provision of information and services and respect for confidentiality of client records and information.
Master’s degree in related field preferred.
Five to seven years related experience preferred.
Experience developing, implementing, and evaluating operational plans highly desirable.
Experience with practice management systems and electronic health records.
Experience within primary care and/or family medicine preferred.
Internal Number: 001
About Planned Parenthood South Atlantic
For more than 100 years, women, men, and young people have relied on Planned Parenthood for accessible and affordable quality healthcare, accurate information and comprehensive health education.
Planned Parenthood South Atlantic (PPSAT) is a nonprofit health care provider offering a wide range of affordable and reliable reproductive and sexual health care services in our 14 locations across North Carolina, South Carolina, Virginia, and West Virginia.
PPSAT is staffed by highly-trained doctors, nurses and other health care professionals who are proud to serve your reproductive and sexual health care needs. We are committed to providing high-quality health care to everyone who walks through our doors, no matter their race, age, sexual orientation, gender identity, documentation, or insurance status.