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Center Manager

JOB SUMMARY: Responsible to the Operations Director for the day-to-day operations of the assigned center(s) or service(s); for the hiring, and supervision of all center staff; for developing, refining and implementing operational procedures in consultation with the Medical Services Administration team; and for supervising in the daily delivery of patient services. This applies to both Family Planning and Medical/Surgical Abortion Services.

ESSENTIAL FUNCTIONS

• All duties and responsibilities are performed in a professional, efficient and customer service oriented manner in compliance with PPDE's Manual of Medical Standards and Guidelines, PPDE policies and procedures and local, State and Federal regulations. Models a positive approach and excellent customer service skills; handles all service-related complaints.
• Oversees employees, systems, services and facilities, maintaining these with a customer service orientation and in compliance with PPDE's Manual of Medical Standards and Guidelines, other PPDE policies and procedures, quality management guidelines, compliance and code of conduct, and all local, State, and Federal regulations.
• Maintains a detailed understanding of, and ensures compliance with, regulations pertaining to all local, State and Federal regulations related to the operations of the health center, including OSHA, CLIA, Title X, Upstream, and other regulatory bodies and grant-funded programs effecting health care facilities.
• Function in the delegated role of Lab Supervisor, responsible for the day-to-day operations of the on-site laboratory and ensure that staff performing testing is properly oriented and proficient in their assigned duties, according to CLIA standards.
• Through effective human resource management, hires, trains, supervises, coaches, disciplines, and evaluates staff, in consultation with the Vice President of Operations and HR Manager. For supervision of staff activities (during family planning and surgical services), responsibilities include initial orientation and coordination of training of new clinic staff; planning, coordinating, scheduling activities for staff; ongoing training and development of existing staff; communicating to staff regarding agency policy and changes in policy and protocols; and regular feedback and written evaluations regarding performance and behavior related to all services activities. Coordinates clinic staffing and need for additional and/or replacement staff. .
• Manages the delivery of patient care within Family Planning and Abortion Services, including but not limited to scheduling and establishing staff assignments, managing patient flow, managing non-medical emergencies, ensuring appropriate supervision for medical emergencies, and assisting with direct care as needed during clinical sessions for family planning, medical and surgical abortions, colposcopy and other procedures.
• Facilitates health center operations by identifying and resolving problems; identifying and proposing responses to developing trends and by problem solving with staff and members of the patient service administrative team and optimizing the patient experience.
• Promotes a clinical environment in which high quality care is provided in a manner that is efficient, responsive to patient needs, user friendly, and cost effective. Ensures center is clean and organized at all times.
• Maintains efficient center flow by planning and implementing patient and staff scheduling and ensuring that needed supplies and equipment are available at all times, and as such are ordered in a timely and cost-effective manner. Real time trouble shooting in response to patient flow issues.
• Regularly and systematically analyzes, monitors, and modifies Family Planning and Abortion Services operational systems including patient appointment templates, patient flow, and staffing to maximize center efficiency, productivity, and cost-effective efforts while promoting a clinical environment that demonstrates consistent high quality customer service and care. Ensures staff productivity by tracking performance and counseling/training to achieve PPDE productivity standards. Develops the center staff into a high-functioning, cost-effective team.
• Works collaboratively with other PPDE supervisors and managers to ensure adequate coverage for all agency clinical areas is maintained at all times.
• Collaborates with Vice President of Operations and staff to ensure excellent productivity in all center processes and practices as well as to plan and implement patient care guidelines and procedures.
• Collaborates with Vice President of Operations and Vice President of Clinical Services to plan the yearly budget, develop a capital needs list, and monitors monthly expenses. Completes associated monthly, quarterly, annual reports as needed.
• Monitors center budget and expenses, performance standards and productivity benchmarks, and makes any indicated improvement.
• Provides supervision and guidance for staff determining which patients are entitled to discounted fees, including Justice Fund and other available funds, and completes all related documentation and correspondence in the required timeframe.
• Ensures adequate stock of supplies and equipment are available for all services and are ordered accordingly. Will work in conjunction with abortion services clinical staff/Finance/Purchasing to ensure availability/acquisition of stock and equipment.
• Oversees compliance with all reporting to the state of Delaware DHSS.
• Responsible for completeness and sign-off of center logs including but not limited to lab logs (family planning and abortion services), medication abortion logs, autoclave logs, ultrasound logs, narcotic logs (in conjunction with Abortion Services Clinical Coordinator/Medical Director), etc.
• Conducts environmental rounding to guarantee a safe/clean work/patient care environment, executes preventive controls to eliminate risk of infection, and initiates facility (center) repairs as needed.
• Actively participates in the agency's in-service, professional and community education activities as well as medical committee meetings, staff meetings and other appropriate conferences and meetings; serve as a resource to the CEO, the Vice President of Clinical Services, the Medical Director, and other staff members in an on-going effort to improve the agency's reproductive health care services.
• Takes responsibility to remain informed about family planning methods, abortion issues, and technology, services offered by PPDE, and PPDE standards and guidelines.
• Works in conjunction with the Vice President of Clinical Services to complete center audits at designated frequency according to PPFA, State, and other program regulatory guidelines. Maintains benchmark compliance for all matters relative to Center Operations.
• Abide by the mission of PPDE.
• Performs other duties as assigned.

QUALIFICATIONS
To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

Education and/or Experience

• Bachelor's Degree preferred and two years of outpatient experience, advanced degree in Healthcare, Counseling, Social Work, or licensed nurse with two years outpatient ambulatory service experience preferred.
• Minimum of two years supervisory experience with demonstrated ability to lead and motivate others while working as part of a team required.
• Minimum 2 years' experience of clinical service within a health care environment required; women's health care experience preferred.
• Must possess working knowledge of family planning and other reproductive health issues.
• Must possess current American Heart Association CPR Certification and on-going renewal of same.
• Must be committed to the efficient and customer-oriented provision of services.
• Must possess working knowledge of private/public health insurance, CMS Medicare/Medicaid guidelines, and other reimbursement systems.

Reasoning Ability
Must have the ability to define problems, collect data, establish facts, and draw valid conclusion. Ability to multi-task and to work effectively under pressure due to conflicting demands is required. Must be flexible, highly organized, creative and detail-oriented with the ability to set and meet deadlines. Must demonstrate an ability to commit to a positive and proactive approach to problem-solving.

Language Skills
Ability to read, analyze and interpret periodicals, procedure manuals and technical procedures. Must have the ability to respond effectively to the most sensitive inquiries or complaints. Requires excellent verbal and written communication skills, listening and interpersonal relationship communication skills. Must be able to communicate clearly and interact comfortably with a diverse group of clients, staff and volunteers in a non-judgmental, professional and sensitive manner

Mathematical Skills
Must possess the ability to add, subtract, multiply and divide in all units of measure, using whole numbers, common fractions and decimals. Must have the ability to manage a budget, along with familiarity with basic accounting principles.

Computer Skills
Excellent keyboarding skills with high level of accuracy required. Proficiency in Internet usage and Microsoft Outlook required. Must possess capacity to learn software programs required for specific position and access electronic communications, including e-mail, extranet and intranet.

Physical Demands
The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. All of the job functions listed within this job description involve to greater and lesser degrees the following physical demands: close vision; hearing/listening; clear speech; walking; lifting and carrying up to 10 or more pounds; stooping; kneeling; bending; sitting; standing; and use of hands to finger, handle, feel and use keyboard.

Work Environment
The work environment characteristics described here are representative of those an employee encounters while performing the essential functions of this job. The employee must possess a demonstrated ability to work in a diverse environment, and build productive relationships. A demonstrated ability to effectively work independently and collaboratively as part of a team is essential.

• The noise level in the work environment is usually moderate
• Position requires ability to work with chemicals such as alcohol, bleach, disinfectants, detergents
• Protesters may be present at work and related sites
• This position requires the ability to work an irregular schedule which could include some weekends, early mornings and evenings
• The position requires travel; employee must provide own reliable transportation for the performance of agency duties.

This description is not intended to be an exhaustive list of all duties, responsibilities, and requirements associated with this job. While this is intended to be an accurate reflection of the current job, management reserves the right to revise the job or to require that other or different tasks be performed.

THIS JOB DESCRIPTION REPLACES ALL FORMER JOB DESCRIPTIONS.