Director of Health Center Operations

About Planned Parenthood League of Massachusetts

Planned Parenthood League of Massachusetts (PPLM) stands as the foremost provider of sexual and reproductive health services in the state, recognized nationally for its education and research initiatives. The organization is dedicated to ensuring that every individual in Massachusetts can access compassionate and non-judgmental care and education. PPLM operates four health centers and provides telehealth services statewide, as a part of a nationwide network of 600 Planned Parenthood affiliates.

Role Summary

PPLM seeks a strategic, collaborative, and results-driven Director of Health Center Operations (DHCO) to oversee operational performance across its health centers throughout Massachusetts. This leadership position entails managing day-to-day operations, focusing on high-quality patient care, operational effectiveness, compliance with regulations, and fostering an outstanding patient experience. The DHCO will collaborate closely with Health Center Managers, clinical teams, and executive leadership to develop and implement initiatives that enhance patient access, staff engagement, and organizational outcomes.

Key Responsibilities

• Lead and oversee daily health center operations across PPLM's facilities.
• Collaborate with Health Center Managers to enhance workflow efficiency, patient access, and service delivery.
• Track and analyze operational metrics such as patient volume, satisfaction, productivity, and financial results.
• Prepare and manage operating budgets to support organizational goals.
• Initiate and lead projects aimed at improving operational effectiveness and patient-centered care.
• Supervise Health Center Managers and the Centralized Medical Records team.
• Provide coaching and mentorship to management teams to meet department and organizational objectives.
• Work with Human Resources on recruitment, employee relations, performance management, and retaining staff.
• Promote a collaborative, accountable, inclusive, and continuously improving workplace culture.
• Ensure health centers comply with federal, state, and local regulations and organizational standards, including HIPAA, OSHA, CLIA, Title X, Massachusetts Department of Public Health, and Planned Parenthood Federation of America guidelines.
• Lead patient experience enhancement initiatives and utilize data to identify areas for improvement.
• Monitor patient feedback and risk management issues, implementing corrective measures as needed.
• Support training programs that foster excellent customer service and high-quality patient care.
• Collaborate with executive and clinical leadership on strategic health care goals.
• Guide operational planning for service expansions, new program implementation, and business development efforts.
• Manage healthcare-related grants, including federal, state, and private funds.
• Partner with community stakeholders to increase awareness and accessibility of PPLM services.
• Oversee centralized medical records systems and operational technologies.
• Develop and utilize dashboards and performance indicators for operational decision-making.
• Coordinate with vendors and internal teams to align operational systems with patient care needs.
• Lead quality improvement initiatives to boost efficiency, productivity, and service delivery.
• Undertake additional assignments as required.

Qualifications

• Bachelor's degree in Healthcare Administration, Business Administration, Public Health, or a related discipline; relevant equivalent experience will also be considered.
• At least eight years of leadership or management experience in healthcare operations.
• Demonstrated success managing operations across multiple healthcare sites or similarly complex service environments.
• Expertise in budget management, operational metrics, and organizational change initiatives.
• Strong analytical, organizational, and problem-solving abilities.
• Exceptional written, verbal, and interpersonal communication skills.
• Proven track record in building collaborative relationships and leading diverse teams.
• Dedication to delivering outstanding patient and customer care.
• Willingness and ability to travel regularly between health center locations across Massachusetts.

• Preferred qualifications include a Master's degree in Healthcare Administration, Public Health, Business Administration, or related fields.
• Experience with managing grants and grant-funded projects.
• Knowledge of healthcare reimbursement systems and revenue cycle management.
• Familiarity with patient experience measurement platforms such as Press Ganey.
• Experience implementing healthcare information systems or medical records software.

Benefits and Work Culture

• Generous paid time off allowance.
• Comprehensive medical, dental, and vision insurance.
• 403(b) retirement plan with employer matching contributions.
• Life and disability insurance coverage.
• Opportunities for professional development.
• Commuter benefits.
• A mission-driven environment committed to equity, inclusion, and belonging.

Equity and Inclusion Statement

PPLM is a 501(c)(3) nonprofit and an equal opportunity employer that values diversity and inclusivity. The organization actively strives to build an equitable workplace that reflects the communities served and embraces cultural humility. PPLM prioritizes centering communities most affected by health inequities and encourages applications from Black, Latinx, Asian, Indigenous people of color, Trans and gender non-conforming individuals, LGBTQIA+ persons, people with disabilities, and members of the working class. Employment and promotion decisions are based solely on qualifications and abilities, free from discrimination based on race, color, religion, gender, sexual orientation, age, national origin, disability, veteran status, or any legally protected characteristics.

Work Schedule

The role is based on a 37.5-hour workweek.