Director of Center Operations

Planned Parenthood Pasadena & San Gabriel Valley (PPPSGV) has been proudly serving our community since 1933 and is one of the original Planned Parenthood affiliates in the nation. 

We provide reproductive health care, health education and advocacy from our five health centers in Alhambra, Baldwin Park, Glendora, Highland Park, and Pasadena, in addition to our telehealth clinic.  We strive to ensure the sexual and reproductive health services we provide align with the needs of the communities we serve. Our service area extends from Glendora to Glendale and from the San Gabriel mountains to the San Bernardino freeway, home to 24 communities and a diverse population of 1.4 million people. 

Today, PPPSGV sees over 60,000 patient visits per year and delivers over 15,000 opportunities for sex and relationship education in our schools and colleges.  

We offer safe and legal abortions.  We are committed to providing accurate, non-judgmental care and resources by helping our patients overcome financial, transportation, and other barriers to care.  In addition, we work with abortion funds and practical support network to support our patients.   Our abortion care has increased every year since 2018 with an average of 3,500 abortions per year.  We saw close to 4,000 abortion patients in 2022 alone, approximately 59 were out-of-state patients. 

The Director of Center Operations has full responsibility for developing and implementing operational plans to ensure optimal service delivery, and cost-effective clinical services. They are responsible for improving and maintaining health center systems related to work flow and productivity, maximizing business performance, increasing customer satisfaction, and reducing overall patient visit throughput time. They will collaborate with appropriate Patient Services leaders and support departments to accomplish goals. Their efforts support continual improvement of productivity and quality metrics, while providing support to any quality improvement projects identified.  This role is responsible for developing a strong manager team through coaching and mentoring for success and focuses on supporting the day-to-day operations of health centers, ensuring staff are equipped to meet organizational goals.

• Health Center Systems:
• Under the direction of the VP of Patient Services, prioritize projects and initiatives based on the largest impact to the organization
• Provide support to Health Center Managers and Patient Flow Coordinators based on individual center needs and priorities
• Collaborate with the Manager of Patient Access to ensure appropriate coverage and staff allocation in response to callouts
• Assess, track and report data regarding health center efficiencies and productivity as well as the overall impact of quality and process improvement initiatives
• Partner with Health Center Managers and Patient Flow Coordinators to identify and remove barriers that prevent attainment of established goals and objectives. Collaborate to problem solve health center workflow systems, fostering trust and credibility among health center teams. 
• Secure support from other departments in order for health center teams to accomplish goals and objectives as needed
• Develop and maintain broad knowledge of best practices and trends in process improvement and organizational efficiencies
• Audit health center processes on a quarterly basis to ensure alignment with operational standards and identify opportunities for improvement
• Propose and implement process improvement initiatives based on observations during audits and staff feedback

• Business Performance:
• Consistently meet Center benchmarks and metrics set by PPFA and PPPSGV
• In partnership with the Health Center Managers and PFC’s, conduct root cause analyses for centers not meeting their metrics or other center goals 
• Provide leadership at the center level for sharing formation of health center budgets and achievement of budget goals
• Under the direction of the VP of Patient Services, and Director of Medical Services, determine and implement optimum staffing model to assure patient care in a cost effective manner.
• Under the direction of the VP of Patient Services, and Director of Medical Services, develop ongoing strategic objectives, implement productivity measures, and cost containment procedures.
• Assist in the implementation of facility and technology upgrades for health centers and the organization

• Customer Service:
• Serve as role model in providing excellent customer service both internally and externally
• Accountable for quality of customer service provided by staff at centers
• With the VP of Patient Services, establish standards for excellence in patient care and provide leadership to staff necessary to achieve those standards
• Work with Health Center Managers and PFC’s to identify and address barriers to customer service for all PPPSGV patients
• Evaluate and report on training program results, workforce competencies, and skill sets

• Quality Assurance:
• Strengthen QA and compliance by proactively communicating identified risks to supervisor in order to minimize risk when possible
• Engage in quality assurance activities such as chart audits and QA meetings
• Ensure compliance by health center staff with established lab processes and procedures
• Ensure Health Center Managers are effectively completing monthly checklist
• Assist in audit preparation and conduct audits after a new system or policy roll out
• Participate in Risk and Quality Management Programs as needed
• Ensure that HIPAA policies are understood and followed
• Responsible for version control of all forms, ensuring that only the latest version of all forms are being used in the centers.

• Call Center
• Ensure the call center metrics are met
• Responsible for ensuring that the call center is meeting the service standard of PPPSGV
• Ensure the Senior Manager of Patient Access monitors calls monthly for each CCR
• Ensure that OAS is in working order with accurate information displayed for patients

• Leadership and Management:
• Maintain a regular onsite presence at health centers to support staff, observe operations, and foster a hands-on leadership approach, with the frequency determined by operational needs
• Review annual evaluations for all health center and contact center staff to ensure consistency and alignment with organizational goals
• Support the interview process for key health center and contact center positions to ensuring hiring decisions align with PPPSGV standards
• Utilize a proactive leadership style to engage center leadership through the change and improvement process
• Provide a rich conduit of information and ideas between sites and other PPPSGV departments.
• Acts as a Health Center Manager in the case of a prolonged vacancy or manager absence
• Support Health Center Managers in conducting effective site meetings
• Partner with the VP of Patient Services to support the ongoing leadership development of direct reports
• Comply with PPPSGVs Code of Conduct and maintain the highest level of professional and ethical standards and act in compliance with both the letter and spirit of all applicable laws and regulations

• Other:
• Work as a team member and lead others through influence and collaboration
• Commitment to and support for the mission and goals of Planned Parenthood, including but not limited to, increasing access to abortion and decreasing abortion stigma
• Commitment to quality healthcare
• Commitment to personal and/or organizational Diversity, Equity and Inclusion work, including the proficiency and/or strong willingness to use non-binary pronouns
• Work flexible hours, including some evenings and weekends
• Regularly travel to all PPPSGV health centers
• Perform other duties as assigned

• Education/Experience:

• High School level education and above are welcomed to apply
• Minimum of 4 - 6 years of experience in a healthcare, medical or social service setting; or Associate’s Degree with 2 years of experience in a healthcare, medical or social service setting; or Bachelor’s Degree
• Family planning experience strongly preferred

• Supervisory Experience:  
• Two (2) years of demonstrated supervisory experience in a healthcare or medical setting preferred
• Effective leadership, including coaching and team-building skills with clients and co-workers of all backgrounds
• Budgeting experience
• Excellent strategic planning skills
• Self-motivated with the ability to work without direct supervision

• Other Experience:     

•  Reproductive, managed/primary health care and/or abortion services
• Proven track record in successfully directing healthcare operations and administrative functions
• Ambulatory health services operations, preferably in an organization offering multiple services such as reproductive health, prenatal, abortion services, adult and/or pediatric general medicine
• Leading large, diverse teams with varied clinical roles and licensures
• Systems thinking and Lean training preferred
• Demonstrated success implementing multiple projects with project management experience
• Knowledge of process improvement metrics and/or measures of success

• Skills:       

• Analyzing and maximizing operational efficiency and productivity
• Set priorities based on the project and work independently
• Implement and evaluate change management and/or process improvement projects
• Strong relationship management skills.
• Synthesize data for business intelligence
• Strong software skills including the ability to create complex spreadsheets, flow charts and presentations
• Works well in diverse teams
• Excellent written, verbal and interpersonal communication skills including ability to communicate effectively with all types of health center, technical and administrative personnel
• Make practical decisions independently, showing good judgment and with attention to PPPSGV policies and procedures
• Excellent organizational and time management skills
• Excellent customer service and commitment to providing the highest level of customer satisfaction

PPPSGV is committed to fostering an inclusive and diverse workplace.  We offer a series of workshops during employee onboarding and throughout the year. We also provide additional opportunities to get involved in our diversity, equity, and inclusion (DEI) work through various task forces, conferences, and staff retreats.

We are a prominent team of passionate health experts who adhere to the highest standards as we collaborate and care for people without judgment.  As we stand in solidarity with communities of color, we demand greater diversity, equity and inclusion (DEI) within our organization. 

Join our team and be part of a powerful movement to shape the future of sexual and reproductive health!

“We are Planned Parenthood Pasadena & San Gabriel Valley”, for more information about our affiliate, please visit: We are Planned Parenthood Pasadena & San Gabriel Valley! (youtube.com)

For additional career opportunities, please visit our careers page: Careers at PPPSGV | Planned Parenthood Pasadena & San Gabriel Valley

Planned Parenthood Pasadena & San Gabriel Valley is an Equal Opportunity Employer.