Chief Operating Officer

Planned Parenthood League of Massachusetts (PPLM) has a simple mission: Care. No Matter What. PPLM has been a leader in promoting sexual health for more than 90 years and we strongly believe that all people deserve care no matter who they are, where they live, or who they love. As the state’s leading provider of sexual and reproductive health services, we educate families and empower youth to make responsible choices. We do all this because we care passionately about helping people lead healthier lives.

With more than 600 health centers across the country, Planned Parenthood organizations serve all patients with care and compassion, with respect, and without judgment, striving to create equitable access to health care. Through health centers, programs in schools and communities, and online resources, Planned Parenthood is a trusted source of reliable education and information that allows people to make informed health decisions.

Under the general supervision and direction of the CEO, the Chief Operating Officer (COO) at PPLM manages the clinical services programs and administrative operations of the affiliate including Information Technologies and EMR, Facilities, Security, Revenue Cycle and the affiliate’s compliance program. In partnership with the Chief Medical Officer, the COO ensures the successful provision of health services in our service area and serves as HIPAA Security Officer, Compliance Officer and as a member of the CQRM committee. This is a fantastic opportunity to join a deeply respected and well positioned organization with a long history of providing high quality care across the state. 

• Lead the delivery of an efficient, culturally responsive, and comprehensive health care service that provides the highest quality, accessible, patient-centered care that is outcomes-and impact-oriented with a focus on improving efficiencies. 
• Develop and lead strategic initiatives to improve and enhance operational effectiveness, efficiency, and cost containment, high-quality patient care, and excellent customer service (internal and external), while maximizing volumes. Introduce new services and expand patient access while continuing to provide compassionate and high-quality care. 
• As a member of the executive team, is integrally involved in the strategic planning process for the agency with responsibility for planning, expanding, implementing, controlling, and evaluating health care delivery programs and operations. 
• Lead Patient Experience initiative for the affiliate emphasizing operational excellence through internal and external customer experience. With support of managers, develops tactics for advancing internal and external customer experience. 
• Oversee the organizational-wide compliance, quality and risk management team and develop and implement an organizational-wide Compliance program and complementary Risk & Quality Management program that meets all legal and regulatory requirements. 
• Oversee, maintain, and revise policies and procedures for the general operation of the compliance program including standards of conduct. Manages day to day operations of the program. Collaborates with other departments to direct compliance issues to appropriate existing channels for investigation and resolution. Consults with affiliate legal counsel as needed to resolve difficult compliance issues.
• Work closely with the Chief Medical Officer and clinical leadership to ensure clinical operational policies, programs, procedures, and methods are aligned with accreditation standards, medical standards and guidelines, and risk and quality management indicators. 
• Oversees all clinical services; negotiates and implements contracts; directs clinical services strategic planning efforts; represents the agency; supports Board committees; hires and supervises staff; prepares department budget; assures quality medical care; coordinates the introduction of new services; plans and facilitates department meetings; and contributes to the team effort of the agency, thereby ensuring quality care and services for clients. 
• Promote and facilitate integration, collaboration, and teamwork among all departments and locations throughout the organization. Collaborate with leadership to foster systems of consistency. 
• Provide coaching and mentoring to build a dynamic, flexible, customer-centered culture where staff seek feedback from patients and colleagues to improve patient experience.
• In collaboration with IT, Revenue Cycle, Follow Up Care, and Call Center, provide leadership and integration guidance for clinical health networking; jointly, with affected departments, develops detailed work plans and timelines to achieve goals, identifies resources needed, provides status reports and schedules and conducts project meetings. 
• Partner with Chief Medical Officer and Clinical Services to ensure that operational support departments are aligned in support of Health Center Operations and the delivery of high-quality patient care. 

• 10 years of management experience in healthcare operations, including budgeting and financial analysis skills and oversight of risk management activities. 
• BA or BS Degree 
• MBA preferred
• Project management experience 
• Experience launching new services and evaluating existing services. 
• Computer literacy including EHR/EPM systems (EPIC preferred) 
• Ability to build, support and empower teams, build strong relationships with peers, and build and maintain relationships with stakeholders. 
• Demonstrated ability to analyze complex problems and data to create business plans and service proposals. Ability to think “out of the box” to develop opportunities for the organization.
• Strong understanding of family planning and abortion services. 
• Thorough knowledge of healthcare administrative operations and fiscal management.
• Strong organizational skills, detail-oriented, and ability to multitask. 
• Ability to exercise initiative, sound judgment and problem-solving skills in the decision-making process. 
• Ability to communicate clearly with all levels of personnel. 
• Ability to use various computer systems and applications including electronic practice management systems (EPIC experience is a plus). 
• Data management capabilities, including creating and maintaining reports from an EHR/EPM 

What We Offer

·   Health, Dental & Vision Insurance

·   Generous paid time off including vacation time, provisions for extended sick time and 11 paid holidays

·   403(b) Retirement Plan with 3% company match

·   Life Insurance, Accidental Death and Dismemberment Insurance, and Long-Term Disability Insurance

·   Employee Assistance Program

·   Flexible Spending Account for medical expenses and/or dependent care expenses

·   Paid Parental Leave

·   Employee Discounts 

Roles that are denoted as Hybrid require 1 day per week in the office unless the role is denoted as onsite, which requires working onsite full time or 5 days per week.

Planned Parenthood League of Massachusetts 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.