Center Manager

Essential Duties and 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.
• Create & maintain medical documentation in an EHR system in compliance with EHR policies and procedures.
• Work to ensure client satisfaction. Adhere to affiliate goals, policies and standards of conduct in terms of professionalism. Assist 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. This includes 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.

• 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.

• 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.

• Creates environment that stresses patient courtesy and responsive service delivery.
• Monitors and ensures patient access to medical care.
• Resolves patient complaints and request for service promptly and courteously.
• Administers patient customer satisfaction surveys under direction by Patient Services Administrative Team. Develops improvement plan to address any deficiencies.

• Maintains cooperative arrangements with building management, tenants and community resource 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.

• Attends meetings as requested by the Regional Director and/or Patient Services Administrative Team in order to participate in program planning, coordination and evaluation.
• Performs other duties as assigned.