PPM is a thriving Planned Parenthood affiliate with a healthy financial standing and the capacity for expansion of our clinical services as well as our geographic reach. Our mission is to enable all Marylander's to have access to a wide range of high quality, affordable reproductive health care services. By providing medical services, education, training and advocacy, PPM seeks to help individuals make informed decisions about their reproductive health, family planning options, and sexuality. Under the general direction of the Patient Services Director, the Center Manager I will oversee all aspects of the operations of an assigned Health Center. Assure that patient care, education, counseling and medical services are delivered with a focus on excellent customer service. ESSENTIAL RESPONSIBILITIES: For a small health center with up to 2.0 FTE provider schedules, single service, or integrated services on same day, a Center Manager I is responsible for: Health Center Operations 1. Supervising people, including students and volunteers; giving appropriate support, evaluating, directing and holding employees accountable while creating and maintaining a positive working environment with high morale and productivity. 2. Ensure medical care is delivered according to Planned Parenthood manuals, Standards & Guidelines, EPM/EHR documentation, and best practices for Team Based Care. Ensure compliance to regulatory guidelines including OSHA, Title X, and Medicaid/Medicare. 3. Responsible for on-site medical records, medical logs and QA testing. 4. Determine patient and staff schedules for effective center operations. Recommend staffing pattern, hours of operation, and needs for additions and/or replacements. 5. Ensure proper inventory and ordering of supplies are maintained for adequate patient flow. Responsible for following the administrative process for inventory and purchase requests for equipment and supplies. 6. Perform daily/periodic quality assurance activities; Ensure lab processes are being performed according to PPM Lab Manual; Review lab log in accordance with QA policy; reconcile financial statements from reference labs. 7. Ensure that all business and medical equipment is in proper working order. 8. Ensure the facility is maintained to provide adequate care to clients. Facilitate communication between purchasing, finance and clinical services to maintain the facility and equipment. 9. Maintain appropriate environment of care for a positive patient experience. Finance 10. Develop an operational budget that delivers financial viability. 11. Evaluate and monitor financial operations and computerized client information for the center. 12. Responsible for Daily Cash Balancing and bank deposits. 13. Responsible for ensuring proper documentation for insurance billing. 14. Lead health center efforts to achieve established revenue cycle goals. Quality and Security 15. Prepare required reports and ensure reports are done accurately and in a timely manner. 16. Perform Planned Parenthood of Maryland Audits as directed. 17. Respond to security breaches in accordance with all PPM policies and procedures and report all incidences and occurrences. 18. Establish and maintain information systems in current and accessible manner. Customer Service 19. Act as Planned Parenthood resource and subject matter expert in both internal and external customer service. 20. Ensure staff deliver quality customer service and promote a positive, friendly environment. Monitor quality of patient care provided by non-licensed staff through customer service audits and patient feedback surveys. 21. Provide service recovery for patients as needed. 22. Make recommendations for improvements on customer service standards, monitoring, and implementation of new initiatives. 23. Monitor patient surveys and patient reviews. Provide service recovery as needed. 24. Develop improvement initiatives, set goals and monitor initiatives related to patient feedback mechanisms. Human resources 25. Responsible for all hiring, probationary period reviews, annual reviews, progressive corrective action, and termination in coordination with human resources department. 26. Responsible for employee engagement development plans, implementation, setting and monitoring goals. Training 27. In coordination with Human Resources, Director of Clinical Education and Training, and Medical Assistant Training Coordinator, provide oversight of training of clinicians, nurses, and non-licensed clinical support staff assigned to the health center. 28. Provider oversight of training, goal setting and monitoring for training on new initiatives for health center staff. 29. Provide training as assigned to new center managers. Outreach, Community Relationships, and Marketing 30. Work with Clinical Services to analyze community demographics and clinical service needs. Make recommendations for geographical service needs. 31. In collaboration with Community Outreach and Education Department, coordinate education and outreach services to community in accordance with Planned Parenthood Education Department standards and guidelines. 32. In collaboration with Community Outreach and Education Department, develop and monitor programs for community outreach, community relationships and marketing. 33. In conjunction with the Marketing, Communication and Education Teams, participate in and/or identify opportunities for media and promotional activities to market Planned Parenthood services or enhance Planned Parenthood image. 34. Positively represent Planned Parenthood to the community. Strategic Planning 35. Develop yearly work plans that include Clinical Services and Center-specific goals and objectives. Establish performance measure baselines and goals. Lead health center efforts to achieve established goals for productivity. 36. Participate in Clinical Services Management meetings. 37. Attend other Agency meetings as requested. 38. Participate in at least one (1) assigned agency wide committee meeting as representative of the center managers cohort and be responsible for bringing committee information and decisions back to center managers team. 39. Provide oversight to site-based grants, including staff implementation, and coordination of goals, metrics and monitoring for health center. Meet reporting deadlines in collaboration with grants manager. As Assigned 40. Ability to travel to other Planned Parenthood centers. 41. Perform other duties as requested. EMPLOYMENT STANDARDS: Education/Experience Minimum Required: 1. Bachelor's Degree in Healthcare Administration, Business Administration, Nursing, or Public Health; 2. Plus Two (2) to four (4) years' experience managing staff in a healthcare setting; 3. OR Education and experience equivalent to four (4) to six (6) year experience managing staff in a healthcare setting with demonstrated progressive management responsibilities. Knowledge: Principles, practices, and methods of modern management techniques. Knowledge of basic math and statistics sufficient to understand variances, percentages, and trend charts. Skill: Human relations skills necessary to relate to diverse constituencies. Ability to use Microsoft Office suite of products (Outlook, Word, Excel) for daily activities without assistance. Ability to analyze data for trends, variances, exceptions, etc. Physical Demand: Ability to lift 25 pounds for the occasional need. Mental Demand: Must be able to function efficiently in a fast paced environment despite distractions and interruptions. Certifications: Current CPR Certification. Licenses: Possession of a motor vehicle operator's license and willingness to use personal vehicle in the course of employment. OSHA Category: This position performs tasks that involve exposure to blood, body fluids, or tissues. All employees who work in the clinics are required to have Rubella immunization and Tuberculosis screening as a condition of employment, with annual Tuberculosis testing thereafter; all employees are offered the opportunity to receive the Hepatitis B immunization at any time at no charge. PPM has a comprehensive and competitive compensation/benefits program for full-time employees to include employer matched 401K, Health, Dental, Vision, FSA, employer paid short-term and long-term disability, voluntary and supplemental life insurance, tuition reimbursement, paid parental leave and a generous time off package. PPM is an equal opportunity employer. It is PPM's policy to recruit, hire, train, and promote individuals, as well as to administer any and all personnel actions without regard to race, color, creed, religion, age, sex, sexual orientation, gender identity or expression, genetic information, national origin, veteran status, military status, physical or mental disability, marital status, pregnancy, child birth or related medical condition, personal appearance, familial status, political opinion, source of income, occupation, or any other category protected by law.