Assistant Vice President of Health Care Operations

Planned Parenthood of Northern New England (PPNNE) is seeking candidates for a full time, exempt, Assistant VP of Health Care Operations based in Colchester, VT. Under the supervision of the Senior Vice President of Health Care Operations and working in collaboration with affiliate clinical and Health Care leaders, the Assistant Vice President of Health Care Operations (AVP) manages and directs the daily operation of PPNNE’s health centers and the remote care services, providing leadership in collaboration with the regional directors and assuring a focus on diversity, equity and inclusion, patient satisfaction, and efficiency. The AVP supervises the Regional Operations Directors (RODs) and Manager of Centralized Staffing. The AVP will work collaboratively with the affiliate health care and clinical leadership to ensure that all patient services conform to professional standards, PPFA protocols and accreditation, and PPNNE quality standards and are consistent with all regulatory requirements and monitoring agencies. The AVP is accountable for health center operational outcomes and achievement of health care-related strategic goals, including patient satisfaction, patient access, and revenue-cycle goals.

CHARACTERISTIC RESPONSIBILITIES:

• Works collaboratively with the Senior Vice President, clinical leadership, and all key internal stakeholders to enhance communication, planning, problem-solving, and sharing of resources in support of health center operations, departmental and affiliate goals.
• Manages, leads, and supervises day-to-day health center operations in collaboration with the regional directors and health center managers. 
• Supports the SVP in risk identification and mitigation strategies related to maintaining and expanding access to care.
• Supports the SVP in analyzing and assessing market conditions, and determining potential competitor penetration.
• Serves as a member of affiliate quality and risk management and compliance committees.
• Collaborates with the Marketing & Business Development team to develop and sustain marketing/outreach plans to retain existing patients and attract new patients.
• Regularly monitors and communicates patient experience and efficiency data to RODs and collaborates to develop improvement plans to meet targets. 
• Evaluates the results of overall health center/contact center operations regularly and systematically and reports these results through internal dashboard reports and other industry standard metrics.
• Collaborates with leadership to evaluate and measure service recovery opportunities, and ensure optimal patient experiences throughout all PPNNE health centers.
• Develops and directs response and communication process and procedures for patient grievances, complaints and compliments.
• Ensures that all health center operations are carried out in compliance with all applicable accreditation, local, state and federal laws and regulations. 
• Influences performance improvement and efficiency as necessary to facilitate strategic initiatives and planned growth. 
• Evaluates opportunities for efficiencies, centralization, and standardization within clinical operations and regional operations with resulting implementation of efforts to promote such goals followed by regular assessment and re-tooling for maximum impact. 
• Recruits, employs, and retains adequate personnel to maintain appropriate staffing needs. 
• Ensures ongoing collaboration and networking with appropriate community partners, other health care providers/entities in the service area to promote PPNNE as an essential community provider and to establish referral relationships. 
• Ensures exemplary and consistent customer-focused care in all health care delivery, as well as consistent evaluation of customer feedback and collaborates with the regional directors, clinical directors and health center managers to implement activities to enhance the customer experience. 
• Collaborates with Staff Training team and Senior Manager of centralized staffing to ensure staff training programs are designed and implemented to equip health center staff with the knowledge necessary to perform their jobs effectively, efficiently and safely, to ensure adequate management development, and to provide for capable management succession.
•  Partners with the Human Resources department to promote creative and effective staff recruitment and retention activities to ensure that the organization is attracting and retaining motivated, energetic, dedicated staff at all levels with the health centers.
• Works closely with the clinical leadership and other leadership teams across the affiliate to develop and implement strategic and annual plans to ensure that the affiliate is a market leader in reproductive health care throughout its service area.
•  Works collaboratively with the SVP and other team members on important organizational projects where health care is an important strategic component (e.g., grant applications, participation in collaboratives, etc.)
• Assists the SVP with formulating policies impacting clinical operations, works with the clinical impact clinical operations, impact clinical operations and works with the clinical leadership and health center leadership to implement corrective action plans, affiliate-wide policies and procedures.
• Promotes, champions and facilitates integration, collaboration and teamwork between all departments throughout the organization to advance overall plans and initiatives. 
• Staff and/or participate in internal workgroups and committees, as needed. 
• Represents the Health Care Operations and clinical leadership to external constituencies, including but not limited to community events, conferences and fundraising activities.
• Ensures a culture that embraces diversity, fair and respectful treatment of all persons, and customer-focused delivery throughout the organization.
• Adheres to PPNNE policies, procedures and protocols.
• Ability to routinely travel to all PPNNE health centers and to other work-related locations, as may be required (travel reimbursed).

QUALIFICATIONS:

• Bachelor's degree (B.A.) or equivalent from four-year college or university; or working towards
• Master’s degree preferred in health care administration
• 4-5 years of management experience in reproductive or other health care operations setting and or 7-10 years in overall leadership;
• Passionate commitment to PPNNE’s mission and values related to health equity, especially centering on racial equity, and a deep sense of accountability to community.
• A demonstrated ability to work and build trust across cultural differences as well as to effectively communicate across differences related to race, class, age, gender, gender identity and expression, sexual orientation, religion, ethnicity, language, national origin or ability.
• Demonstrated understanding of how race dynamics impact supervisory relationships and organizational culture, and internal and external partnerships, and can demonstrate a history of successfully intervening in problematic dynamics and deepening a racial equity approach within a team.
• Demonstrated commitment to learning about and enhancing practices related to racial equity and the impact of structural racism on healthcare systems.
• Commit to individual and collective continued learning about the intersection of racial equity, health equity, and sexual and reproductive health and to using a race+ equity lens in their leadership and decision-making.
• Experience managing a large staff of clinical and non-clinical employees;
• Experience in building relationships with providers and staff, and driving excellent results in patient experience scores;
• Ability to identify and highlight business and financial impacts associated with program planning or expansion
• Knowledge of current trends and best practices in patient experience, service excellence and service recovery
• Experience with Press Ganey preferred;
• Proven ability to improve operations, systems, and performance with demonstrable performance improvement and change management skills;
• Experience with quality assurance and risk management;
• Experience managing budgetary responsibilities (including grants), making financial decisions;
• Effective leadership ability;
• Strong interpersonal, written, and verbal communications skills;
• Strong analytical and organizational skills;
• Ability to lead and follow processes and procedures from beginning to end;
• Commitment to both internal and external customer service;
• Project management skills
• Knowledgeable about how decisions impact all aspects of the organization
• Demonstrates skill in resolving conflict in a positive and constructive manner

Supervisory Responsibilities:

• Directly supervises the Regional Directors, and the Senior Manager of Centralized Staffing. 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; coaching and mentoring, rewarding, and performance management; change management; addressing internal and external complaints and resolving problems and concerns. 

COMPENSATION & BENEFITS

• The range of pay for this position is $87,744/yr - $135,137/yr based on experience.  Access to benefits are available including health, dental, vision insurance, paid time off and retirement fund.

Interested applicants please submit a cover letter and resume by visiting our website at https://jobs.lever.co/ppnne.  

Planned Parenthood of Northern New England welcomes diversity & is an Equal Opportunity Employer