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 a full-time (40 hours/week) Center Manager position at the Wisconsin Avenue Family Planning Health Center. As a valuable member of our team, all Center Managers receive paid training to deliver clinical care and 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. This role achieves clinical, operational, and financial goals while ensuring commitment to quality healthcare and excellent customer service. The Center Manager also provides direct patient care consistent with their level of training, licensure, and/or certification, in accordance with PPFA and PPWI medical standards and guidelines.

Responsibilities

• Operations
  • Manage day-to-day health center activities within a defined cluster.
  • Collaborate with clinicians, Regional Director, and Patient Services Administrative Team to develop, implement, and improve operational initiatives for high-quality, efficient care.
  • Provide direct patient care (e.g., interviewing patients, performing lab work, answering patient calls) consistent with training, licensure, and/or certification.
  • Maintain thorough knowledge of PPWI policies and procedures; review them regularly with staff.
  • Implement, interpret, and ensure compliance with PPFA, PPWI, and regulatory policies, practices, and standards.
  • Create and maintain medical documentation in an EHR system in compliance with policies.
  • Ensure client satisfaction and adherence to affiliate goals, policies, and standards of conduct.
  • Manage health center productivity, including RVUs and patient visits, while ensuring quality care.
  • Oversee laboratory follow-up, abnormal follow-up, referral follow-up, and medical records management.
  • Prepare appointment schedules and ensure timely patient access.
  • Provide input to the Regional Director for Standard Operating Procedures.
  • Monitor and supervise supply ordering and inventory.
  • Maintain health center interior and exterior, coordinating routine maintenance.
  • Ensure health center security and safety procedures, including staff training and drills.
  • Maintain equipment as required by agency procedure and protocol.
  • Monitor site-specific quality assurance activities for non-medical operations.
  • Ensure health center manuals and procedures are current; report incidents and occurrences.
  • Ensure compliance with records retention policies for medical records.
  • Implement updates on new non-medical procedures.
  • Participate in the Agency Quality Assurance Program.
• Financial
  • Monitor key indicators (e.g., patient numbers, no-show rates, on-site fee collection, revenue cycle, donation goals).
  • Prepare annual operating budget, capital budget, and operational plan in coordination with the Regional Director.
  • Monitor monthly financial statements against the operating budget.
  • Approve policy variances per PPWI operating standards.
  • Manage petty cash, including application, disbursement, and monitoring.
  • Adhere to agency policy for patient payment structures, including third-party payors and payment arrangements.
  • Supervise and monitor collection of patient fees; assist staff in negotiating payment arrangements.
  • Approve and monitor daily reconciliation, transaction processes, and deposits.
  • Approve and submit invoices and expense reports.
  • Monitor weekly encounters to project target encounter goals.
  • Conduct fee and medical chart audits for compliance.
  • Develop site-specific corrective action plans for financial audits.
  • Complete reporting requirements for special projects and grants.
• Staff Management
  • Supervise clinic personnel (4–15 direct reports).
  • Interpret and ensure compliance with PPWI personnel policies, including credentialing, hiring, and termination paperwork.
  • Ensure staff adherence to center operations policies.
  • Conduct regular staff meetings to discuss operations, clinical directives, and service delivery changes.
  • Prepare work schedules, assignments, and approve timecards.
  • Interview and recommend new staff in accordance with agency policies.
  • Administer performance management, including coaching, feedback, performance evaluations, and corrective action.
  • Provide input into clinician performance evaluations.
  • Monitor, facilitate, and/or participate in new employee training.
  • Identify staff training needs and arrange ongoing training.
  • Mediate staff complaints, concerns, and disputes.
  • Foster a positive attitude among staff regarding agency goals and objectives.
  • Hold direct reports accountable for essential duties and responsibilities.
• Customer Service
  • Create an environment that emphasizes patient courtesy and responsive service delivery.
  • Monitor and ensure patient access to medical care.
  • Resolve patient complaints and service requests promptly and courteously.
  • Administer patient customer satisfaction surveys and develop improvement plans for deficiencies.
• Public Relations
  • Maintain cooperative arrangements with building management, tenants, and community resources for facility maintenance and security.
  • Collaborate with the Regional Director to establish and maintain contact with local health agencies and community organizations.
• Other
  • Attend meetings as requested by the Regional Director and/or Patient Services Administrative Team.

Qualifications

• Commitment to quality healthcare, excellent customer service, and the vision and values of Planned Parenthood of Wisconsin.
• Excellent customer service skills and a commitment to providing the highest level of customer satisfaction.
• Ability to relate to diverse communities and sensitivity to cultural and ethnic differences.
• Ability to work independently and as a team member.
• Excellent written and verbal communication skills.
• Warm, caring manner with accuracy and attention to detail.
• Ability to read and implement written instructions.
• Ability to physically assist a patient in distress.
• Professional appearance and attitude.
• Computer skills desirable.
• Some positions require bilingual (English/Spanish) skills and/or venipuncture/IM injection skills.

Supervisory Experience

• Directly supervises 4–15 direct reports.
• Carries out supervisory responsibilities in accordance with organizational policies and applicable laws, including interviewing, hiring, training, planning, assigning, and directing work.
• Appraises performance, rewards and disciplines employees, and addresses complaints and resolves problems.

Education and/or Experience

• Bachelor’s degree and two years in a medical/business environment (e.g., family planning or OB/GYN office) preferred.
• Equivalent combination of education and experience may be considered.
• Minimum of one year of supervisory experience.
• Current licensure, degree, or certification as a registered professional nurse or medical assistant/health care educator desired.
• Budgetary experience and/or responsibility preferred.
• CPR certifiable.

Physical Requirements

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

Working Conditions

• Medical office environment with frequent interruptions; noise level generally low to quiet.
• Work involves blood or blood-borne pathogens; requires OSHA training, safety precautions, and protective equipment.
• Must have reliable transportation; occasional statewide travel may require a valid driver’s license and auto insurance.
• Evening and/or weekend hours may be necessary.

Benefits

• Company contribution toward medical insurance deductible.
• Generous Paid Time Off.
• 12 days of holiday pay.
• Immediate 401(k) vesting with up to 6% company contribution.
• Paid parental leave.
• Tuition assistance.
• Public Service Loan Forgiveness Program.

Pay

Starting pay begins at $68,640 per year. Additional $1.50 per hour for bilingual (English/Spanish) candidates. Compensation is rooted in equity, determined by applicable experience and internal equity.