Center Manager

At Planned Parenthood of Wisconsin, Inc. (PPWI), we work to provide quality, affordable health care services, comprehensive education, and strong advocacy. We serve over 50,000 patients annually in 18 health centers statewide, making us the largest and most trusted reproductive health care provider in Wisconsin.

About the role

This is an excellent opportunity for a Center Manager (40 hours/week) at the Eau Claire Family Planning Health Center. As a valuable member of our team, all Center Managers are provided paid training to learn how to deliver clinical care and how to complete medical administrative tasks.

Purpose of Position

Under the direction of the Regional Director and in collaboration with the home site clinician, the Center Manager provides leadership and direction within the health center to support a team-based, customer-focused, results-oriented service model that achieves clinical, operational, and financial goals. Responsibilities include management of operations, staff supervision, and oversight of services provided to patients in accordance with approved current medical standards, policies and procedures, patient services parameters, and business management operations, while providing commitment to quality healthcare and excellent customer service. The Center Manager also provides direct patient care, consistent with his/her level of training, licensure and/or certification, and in accordance with PPFA and PPWI medical standards and guidelines.

Responsibilities

• Operations
  • Responsible for the day-to-day management of all health center(s) activities within defined cluster.
  • In collaboration with the center Clinicians, Regional Director, and Patient Services Administrative Team, develops, implements, and improves operational initiatives to ensure high quality, service excellence, and efficient care to PPWI patients.
  • Provides direct patient care consistent with level of training, licensure, and/or certification, according to medical standards and guidelines (interviews patients, performs lab work, and answers calls from patients when needed).
  • Maintains thorough and complete knowledge of all PPWI policies and procedures regarding managing health centers and clinical operations. Reviews new and existing policies and procedures with all health center staff on a regular basis.
  • Accurately implements, interprets, and ensures compliance with all PPFA, PPWI, and regulatory policies, practices, procedures, and standards in health center operations.
  • Creates and maintains medical documentation in an EHR system in compliance with EHR policies and procedures.
  • Works to ensure client satisfaction. Adheres to affiliate goals, policies, and standards of conduct in terms of professionalism. Assists center staff in achieving 60-minute visits as well as answering phones professionally.
  • Manages health center(s) to meet or exceed health center productivity including RVUs and patient visits, while ensuring quality health care.
  • Ensures all laboratory follow-up, abnormal follow-up, referral follow-up, and medical records, in conjunction with licensed staff, are managed and maintained according to Planned Parenthood of WI’s and regulatory standards and policies.
  • Prepares appointment schedules and ensures availability of appointments for patients in a timely manner.
  • Provides input to Regional Director to formulate, update, and implement Standard Operating Procedures.
  • Monitors and supervises ordering of supplies and inventory.
  • Monitors health center interior and exterior and maintains facility in clean and safe condition. Coordinates routine maintenance, including carpet cleaning, painting, etc.
  • Manages and ensures health center security and safety procedures, including auditing routine security measures and staff training, including drills.
  • Maintains equipment as required by agency procedure and protocol.
  • Monitors site-specific quality assurance activities for non-medical operations including non-medical audits, non-medical drills, and training of staff.
  • Ensures that all health center manuals and procedures are current. Reports incidents and occurrences to Patient Services Administrative team and/or Human Resources as applicable.
  • Ensures compliance with records retention policies for medical records and supervises purging process.
  • Implements updates on new non-medical procedures.
  • Participates in Agency Quality Assurance Program. Under the direction of the Quality and Risk Manager, implements overall quality assurance activities at the health center.
• Financial
  • Monitors all key indicators and drivers of success, including patient numbers, no-show rates, on-site fee collection, revenue cycle, and donation goals.
  • Prepares annual operating budget, capital budget, and operational plan in coordination with the Regional Director.
  • Monitors monthly financial statements against operating budget for fluctuations in variable expenses, staffing ratios, on-site fee collection, and patient donations.
  • Approves policy variances per PPWI operating standards.
  • Applies for, disburses, and monitors petty cash. Serves as petty cash custodian for health center.
  • Adheres to agency policy with regard to patient payment structures including third-party payor sources, full fee, and payment arrangements.
  • Supervises and monitors collection of patient fees and assists staff in negotiating payment arrangements.
  • Monitors and approves daily reconciliation/daily transaction process and deposits for accuracy and compliance.
  • Approves and submits invoices and expense reports.
  • Monitors weekly encounters to identify and project target encounter goals.
  • Conducts fee and medical chart audits to monitor for compliance.
  • Develops site-specific corrective action plans for health center financial audits.
  • Completes reporting requirements for special projects and grants as necessary.
• Staff Management
  • Supervises clinic personnel. Interprets and ensures compliance with PPWI personnel policies, procedures, including credentialing process, new hire, and termination paperwork.
  • Ensures that all staff understand and adhere to policies related to center operations.
  • Conducts regular staff meetings to discuss center operations, monitor clinical directives and changes in service delivery, problem solve about customer service or other center issues as applicable.
  • Prepares work schedule and assignments and approves and submits timecards for health center staff.
  • Interviews and recommends new staff in accordance with agency policies and procedures.
  • Administers performance management system, including providing coaching and feedback, preparation of performance evaluations (for non-clinicians), corrective action (improvement plan), and recommendations for staff terminations.
  • Provides input into performance evaluations for clinicians.
  • Monitors, facilitates, and/or participates in new employee training.
  • Identifies staff training needs and arranges for ongoing training as needed for effective work performance.
  • Mediates staff complaints, concerns, and disputes.
  • Fosters a positive attitude among staff regarding the goals and objectives of the agency.
  • Holds all direct reports accountable to all essential duties and responsibilities within their respective job descriptions.
• Customer Service
  • Creates an environment that stresses patient courtesy and responsive service delivery.
  • Monitors and ensures patient access to medical care.
  • Resolves patient complaints and requests for service promptly and courteously.
  • Administers patient customer satisfaction surveys under direction by Patient Services Administrative Team. Develops improvement plan to address any deficiencies.
• Public Relations
  • Maintains cooperative arrangements with building management, tenants, and community resources to provide for facility maintenance and security.
  • In collaboration with Regional Director, establishes and maintains contact with local health agencies and community organizations with which PPWI has current patient care contracts and/or relationships.
• Other
  • Attends meetings as requested by the Regional Director and/or Patient Services Administrative team.

Requirements

• Must be committed to quality healthcare, excellent customer service, and the vision and values of Planned Parenthood of Wisconsin, Inc.
• Must have excellent customer service skills and be committed to providing the highest level of customer satisfaction.
• Ability to relate to diverse communities.
• Must be sensitive to cultural and ethnic differences among staff and patients.
• Ability to work independently and as a team member.
• Excellent written and verbal communication skills.
• Possess a warm, caring manner.
• Accuracy and attention to detail essential.
• Ability to read and implement written instructions.
• Ability to physically assist a patient in distress.
• Professional appearance and attitude required.
• Computer skills desirable.
• Some positions require bilingual skills (English/Spanish) and/or venipuncture skills/IM injection skills.

Supervisory Experience

• Directly supervises 4 – 15 direct reports.
• Carries out supervisory responsibilities in accordance with the organization's policies and applicable laws. Responsibilities include interviewing, hiring, and training employees; planning, assigning, and directing work; appraising performance; rewarding and disciplining employees; addressing complaints and resolving problems.

Qualifications

• Bachelor's Degree and two years in a medical/business environment preferred, i.e., in a family planning setting or an OB/GYN Office; or an equivalent combination of education and experience from which comparable knowledge and abilities can be acquired may be considered.
• Must have demonstrated a minimum of one year of supervisory experience.
• Current licensure, degree, or certification as a registered professional nurse or a medical assistant/health care education desired.
• Budgetary experience and/or responsibility preferred.
• CPR certifiable.

Physical Requirements

• Extensive standing, walking, reaching, frequent sitting, grasping manipulation of equipment, utilization of fine finger movements, occasional kneeling, crouching, squatting, twisting, and climbing.
• Requires the ability to operate medical equipment.
• Ability to see objects closely and discriminate colors, hear sounds with some background noise, write legibly, and the ability to lift and move up to 30 pounds.

Working Conditions

• The position is generally performed in a medical office environment but involves frequent interruptions. The noise level is generally low to quiet.
• Will work with blood or blood-borne pathogens and will require OSHA training which will include extensive safety precautions and the use of protective equipment.
• Must have own reliable transportation. This position requires occasional travel statewide; therefore, a valid driver’s license and auto insurance in accordance with agency liability standards may be required.
• Even