Health Services Regional Director

Job Description

Overview

This role will have responsibility for multiple health centers (subject to change) in Austin and El Paso. This is expected to travel more than 50% of the time within the region which may involve overnight travel.

The Health Services Regional Director provides support to health centers and is responsible for the growth and financial performance of centers in the assigned region. This position has oversight of health centers and staff providing a full range of comprehensive reproductive health care. Ensures delivery of high-quality healthcare, including family planning, gender affirming hormone therapy and primary care services as outlined in Planned Parenthood of Greater Texas’s (PPGT) medical standards. Ensures productivity and financial expectations, customer service and compliance standards are maintained. Has a focus on managing and continually improving the quality of the patient experience and service level in assigned centers. Abides by the organization’s mission in performing job duties. This position is a member of management and is responsible for efficient integration and productivity. The Health Services Regional Director has direct and indirect oversight to health centers for assigned location or region. Demonstrates an understanding and commitment to PPGT’s culture of quality, safety and risk awareness.

Responsibilities

• Monitors health center financial performance for assigned region. Responsible for profit and loss statements of assigned health centers.
• Monitors patient volume, capacity and productivity for assigned health centers. This position is responsible for creating and maintaining staffing levels and appointment schedule templates that account for no show rates and seek to meet or exceed Planned Parenthood Federation of America (PPFA) productivity goals for visits per hour, and meet or exceed annual estimated visits proposed in organization annual budget.
• Leads, motivates, coaches and trains health center managers. Coaches clinic supervision in day-to-day health center processes and encourages in the development of skills relating to workflow processes, determining appropriate staffing needs, and meeting productivity goals. Coaches and develops health center managers in change process and building service-oriented clinic teams.
• Develops and mentors health center managers in the areas of performance management, staff development and building a service-oriented culture that allows health center managers to achieve customer service, operational and financial goals.
• Communicates goals and health center strategic plans/vision to Health Center Managers and teams.  
• Empowers Health Center Managers to be effective members of the Health Services leadership team; holds Health Center Managers accountable through regular communication and provides guidance and direction.
• Acts as a liaison between administrative departments and clinics to remove barriers and support and empower health center managers in the achievement of health center goals.  
• In collaboration with other regions and departments is responsible for implementing organization business and operational policies, systems, and procedures.  
• Ensures health center staff understand and comply with organization protocols including medical standards and guidelines, risk management and safety procedures, regulations regarding patient rights, Health Insurance Portability and Accountability Act (HIPAA) requirements, regulations regarding identification and reporting of child abuse and sexual abuse of a minor, consent, infection control protocols, Clinical Laboratory Improvement Amendments (CLIA), billing and coding practices and applicable Occupational Safety and Health Administration (OSHA) safety standards.
• Ensures that PPGT policies and procedures are met, including educating and counseling patients in reproductive health matters; performing routine lab tests; utilizing electronic practice management (EPM/EHR) system to schedule appointments, register patients, and accurately post charges for services. 
• May act as health center manager or perform other health center duties to assist in efficient operation of health centers.
• Manages health center(s) providing family planning services.
• May serve as project manager for expanding health services into new territories or regions.
• May lead improvement initiatives relating to health center operations such as wait time reduction, billing and coding, patient satisfaction, and quality service measures such as Healthcare Effectiveness Data and Information Set (HEDIS).  
• Conducts or attends health center or Regional or department-wide staff meetings.
• Fosters a positive communication environment including eliciting creativity, staff ideas, concerns, and suggestions.
• Maintains positive employee relations including proactively addressing potential employee concerns/problems and appropriately respond and document performance concerns and actions when necessary.  
• Authorizes and coordinate staff work hours, leave requests, time sheets, and expense reports in accordance with PPGT policies.
• Effectively leads staff including clear communication and training of affiliate directives, priorities, or strategic health center changes.
• Provides key leadership in health center operations; including selection, hiring, training, development and evaluation of staff. 
• In conjunction with the Health Services and Risk Quality Management (RQM) teams, ensures that all Planned Parenthood Federation of America (PPFA), organization, state regulatory, and grantee medical practices and protocols are interpreted, implemented, and managed by all health services staff.
• Provides timely feedback and performance evaluation reviews with staff.
• Ensures all required training is completed for direct reports and has overall accountability for staff within area of responsibility.
• Manages staffing levels for area of responsibility.
• Prepares and analyzes reports on health center operations as needed.
• Ensure processes are in place and being followed for excellent clinical quality, and patient and staff safety, including successful completion, and remediation of audits including:
 Clinical quality audits
 PPFA Accreditation Standards
• Has unrestricted access to patient protected health information (PHI) on paper and electronic forms health records for purposes of treatment, payment, and/or healthcare operations. The use of a patient’s protected health information should be limited to information needed for the specific task that is being performed or requested by the individual patient. Disclosure of any patient information must be for purposes of treatment, payment or healthcare operation OR must be accompanied by a valid patient authorization. Must adhere to minimum necessary rule.
• Embraces the organization’s ‘In This Together’ customer service standards and uses them with internal and external customers, every person, every time.
• Duties and responsibilities may be added, deleted or changed at any time at the discretion of management, formally or informally, either verbally or in writing.

Qualifications

• Bachelor’s degree + 4 years of exempt supervisory experience or Associate’s degree + 6 years of exempt supervisory experience or High School diploma or equivalent + 8 years of exempt supervisory experience. Multi-facility management with a regional or territorial emphasis experience preferred. Health Center/Clinic operations leadership experience preferred.

Agency Standards

Must have excellent computer skills with knowledge of Microsoft Word, Excel, PowerPoint, Outlook, and Internet. Must have the willingness and ability to adapt to change including advances or new technology. Must have excellent customer service skills and be committed to providing the highest level of customer satisfaction. 

Required Knowledge, Skills, and Abilities

• Must be able to work the organization’s hours of operation including evenings and weekends as required.
• Must be able to travel as required.
• Ability to think strategically and achieve organization’s goals relating to position.
• Ability to operationalize strategic goals into action plans
• Ability to provide oversight of compliance and regulatory requirements pertaining to position.
• Possess effective analytical skills.
• Strong organizational skills and ability to multi-task.
• Ability to manage details and complexity, to handle a variety of tasks simultaneously and to work under pressure.
• Ability to exercise initiative, sound judgment, and problem-solving techniques in the decision-making process.
• Ability to effectively use organization’s computer systems. 
• Skilled in verbal and written communications.
• Must be able to speak effectively in a public or group setting.
• Working knowledge of finance and accounting principles.
• Be discrete and safeguard confidential information.
• Possess integrity and compliance – can be relied upon to act ethically.
• Ability to provide effective, equitable, understandable, and respectful quality care and services that are responsive to the diverse cultural health beliefs and practices, preferred language, health literacy and other communication needs.
• Ability to work effectively as a team member.
• Ability to lead, manage, direct, and motivate diverse groups of people and possess the skills to delegate, develop and supervise subordinates.
• Industry Awareness:  Remains aware PPFA accreditation standards and of the reproductive health environment’s regulatory compliance requirements. Understands how accreditation standards, regulatory agencies, funding, the external marketplace and competitive environment drives change within the agency.
• Organizational Awareness: Demonstrates a comprehensive awareness of the impact and implications of decisions and actions on other areas (departments or clinics) within the agency.
• Recovery Skills:   Responds effectively and acknowledges responsibilities when patients (internal or external) experience problems or mistakes; rectifies the situation to restore patient satisfaction; seeks information and collaborates with others to take action to implement permanent fixes. Maintains stable performance and emotions when faced with opposition, pressure, and or stressful conditions.
• Interpersonal Sensitivity: Acts in a way that indicates understanding and accurate interpretation of others’ concerns, feelings, strengths and limitations. Uses interpersonal understanding to shape one’s own response.
• Building Relationships: Shows genuine interest in others’ needs and opinions; establishes rapport; earns the confidence and trust of others; demonstrates consistency between words and actions; delivers on commitments.
• Process Improvement:  Understands core work processes; identifies process opportunities and issues; seeks information to understand the gap between current and desired performance; works effectively with others to identify and implement improvements; continuously works to improve returns for the patient and the organization.
• Coping with Demands of the Position: Uses effective problem solving while working under stress, high volume of work demands and/or time demands; regularly meets deadlines.
• Exemplify the organization’s values:  We Tend to the Team; We Respect and Honor All People; We Jump In; We Try and We Learn; We Care for our Business; and We Return to our Mission.

Essential Physical Requirements/Working Conditions

Must be able to move about on foot to accomplish tasks, such as moving from one work site to another. Must be able to work primarily with fingers such as picking, pinching, or typing. Must be able to talk such as convey detailed or important spoken instructions to other workers accurately. Must be able to hear such as the ability to receive detailed communication orally. Must be able to communicate effectively. Will have substantial movements of the wrists, hands, and/or fingers. Subject to hazards including a variety of physical conditions such as proximity to moving mechanical parts, moving vehicles, electrical current, or exposure to infectious diseases. Must be able to have close visual acuity to perform an activity such as: preparing and analyzing data and figures; transcribing; viewing a computer terminal; extensive reading; visual inspection involving small defects. Health Center and office environment.

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