Planned Parenthood Rocky Mountains

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Director of Health Center Operations

at Planned Parenthood Rocky Mountains

Posted: 10/5/2019
Job Status: Full Time
Job Reference #: 2d7f25d1-77e0-423c-864d-bf445d8526c0
Keywords: operations

Job Description

Director of Health Center Operations

Medical Services – Medical Services
Full Time

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Planned Parenthood of the Rocky Mountains, which includes health centers in Colorado, Southern Nevada, New Mexico, and Wyoming has been helping individuals make responsible choices for over 100 years.

Since 1916, we have been committed to delivering the highest quality reproductive health care, teaching responsible and age-appropriate sexuality education and have been working diligently to protect a woman's right to choose.

Each year more than 100,000 women, men and teens visit our health centers throughout our four state region - Colorado, Nevada, New Mexico, and Wyoming.

RESPONSIBLE TO: VP of Clinical Operations

This position leads, oversees, and supports the Operations team of 24 health centers and a travel team across a three (3) state region. This position is responsible for the excellent performance and regulatory compliance of all health centers. They lead strategic initiatives improving health center performance and contribute to a positive, engaged, and highly productive health center community. They support 4 Regional Managers and 23 Health Center Managers in the development and achievement of health center budgets with a combined revenue goal of nearly $40 million. They directly manage the Operations team budget. This person oversees multiple, high-impact, complex projects simultaneously and effectively manages competing priorities. They are a strategic thinker and a self-starter. They ensure the successful implementation of key initiatives throughout our health center systems. They recognize bottlenecks and lead process improvements. They represent the Operations perspective on cross-functional teams, including Clinical Quality, Marketing, Organizational Learning and Development, Education, Public Affairs, and more. On behalf of Health Centers, they negotiate projects, timelines, and priorities with key agency stakeholders. They support effective communication within the Operations team and across the entire organization, bringing back key information from cross-functional work teams and supporting the operation team in effectively relaying information within their own teams.

This position is salaried, exempt.


Minimum BA/BS in business, human services or health related field or equivalent experience required.

Business and/or clinical background (PA, NP, CNM, MD) strongly preferred.
Minimum of 5 years supervision and management experience with high level of autonomy and decision-making authority.
Self-motivator with ability to control own schedule and an independent decision maker when needed.
Superior leadership, team, and project management skills.
Demonstrated ability in analyzing operational practices for effectiveness and practicality.
Proven history of seeing high-level, complex projects to successful completion.
Ability to lead change and support teams in the successful implementation of new protocols and procedures.
Sophisticated knowledge of medical practice management, quality assurance and customer service.
Unflappable in times of crisis and high stress, and ability to thrive in a dynamic, fast paced environment.
Must have and use excellent judgment.
Ability to work flexible hours, including evenings and weekends. Significant regional and occasional national travel required.
Given extreme weather conditions in Colorado and New Mexico, must be capable of driving in variable weather.


An exceptional leader with demonstrated success mobilizing teams, assessing operational needs, planning strategically, and evaluating impact of programs.

An analytical and critical thinker with a strong business sense.
Must be able to lead and work on multiple, complex projects within pre-determined timeframes.
Must have strong organizational, problem solving and planning skills.
Must be able to focus on the details while appreciating the big picture.
Must be able to set priorities and balance multiple projects and demands.
Ability to recognize and respond to problems with potential solutions and possible negotiations in a highly professional, confidential, sensitive and timely manner
Must be able to analyze complex medical and operational issues and oversee the production of practical, user-friendly products, systems and information.
Able to relate to staff, patients, and clients with varying backgrounds, communicating a positive attitude regarding all forms of diversity throughout the organization.
Advance the professional development goals of all members of the Operations team, effectively utilizing support systems like Learning and Development, HR, and external resources.
Hire, train, evaluate, and terminate regionals and managers, as needed.
Willingness and ability to set and achieve high expectations for self and staff, holding all accountable to those expectations
Able to interact creatively with staff from other departments across our complex, $50 million organization, participating in grant and donor development, writing, implementation and evaluation.
Superior communication skills: ability to relay complex information and difficult messages strategically with sensitivity, decorum, appropriate candor, and confidentiality.
Strong mathematical skills and a well-developed ability to analyze and utilize data
Function effectively in an ever-changing environment, displaying leadership resiliency in the face of unexpected challenges.
Ability to communicate positive response to change to staff at all levels.
Excellent negotiation and communication skills.
Together with the VP of Clinical Operations, VP/Medical Director, and other Medical Services Directors including the Director of Clinical Quality and Risk Management, the Director of Impact and Analytics, the Projects Director, and the Virtual Care Director, develop a cohesive leadership team that includes shared goals, responsibilities, and objectives.


Responsible for the patient experience, staff engagement, financial success, high-performance and regulatory compliance of 24 health centers

In close partnership with the VP of Clinical Operations, establish key performance benchmarks and successfully oversee operations and health center teams to meet those benchmarks
Develop high-performing, competent, skillful, enthusiastic, and highly accountable Regionals Managers and Health Center Managers. Develop and communicate clear, high expectations for staff. Monitor, evaluate, and hold staff accountable to those expectations providing appropriate coaching, support, and feedback along the way.
Guide the successful implementation of strategic initiatives across PPRM health center teams
Integrate and lead strong data-informed decision making within the Operations and Health Center teams
Monitor and analyze weekly financial, quality assurance, performance, patient experience, staff engagement and other data assuring quality of care and sound business practices
Oversee the development of accurate health center budgets and ensure budgets are met and/or financial goals surpassed
Build collaborative relationships with the staff of the other work units in the affiliate in a way that supports the strategic and operational objectives of the medical services department.
Identify best practices, both through internal and external learning and investigation, and translate these best practices to the team for incorporation into their work. Flexible to adjust approaches to reach desired outcomes as needed.
Oversee an exceptional patient experience for nearly 100,000 patients annually - Ensure regular, consistent, and responsive management to patient complaints. Develop and implement systems to monitor patient experience data. Lead the intervention work to make demonstrable improvements in patient experience. Effectively lead the implementation of efficiency improvement initiatives demonstrating advancements in patient experience.
Strategically lead the Operations team in their growth and development, including the hiring, onboarding, coaching, and performance management of Regional Managers and Travel Program Manager
Lead by example through performance and behavior, providing staff with clear guidance and direction. Provide coaching, support development and continuous improvement at a team and individual level, give timely and constructive feedback on performance, aim to resolve performance issues of employees and their teams promptly and effectively, in conjunction with Human Resources.
In partnership with other organizational stakeholders, ensure compliance of our health centers with Planned Parenthood Federation of America, PPRM, local, state and national protocols, regulations and reporting requirements. Leverage and advance organizational tools like the operations calendar, site audit, policy and process documents, etc.
Participate in grant development, writing, implementation and evaluation.
Maintain an understanding of all PPRM health services
Special projects (as assigned by VP of Clinical Operations).
Participates in abortion services (participation can include referrals, information, education, counseling, performing, scheduling, etc.)

Background Check Required

Planned Parenthood of the Rocky Mountains is an equal employment opportunity employer and is committed to maintaining a non-discriminatory work environment, and does not discriminate against any employee or applicant for employment on the basis of race, color, religion, sex, national origin, age, disability, veteran status, marital status, sexual orientation, gender identity, or any other characteristic protected by applicable law. Planned Parenthood is committed to creating a dynamic work environment that values diversity and inclusion, respect and integrity, customer focus, and innovation.

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