Director of Health Center Operations
About Us
Planned Parenthood League of Massachusetts (PPLM) is the state’s leading provider of sexual and reproductive health care, nationally recognized for education and research. Our mission: ensure everyone in Massachusetts has access to compassionate, judgment-free care and education. We operate four health centers and offer telehealth statewide as part of a network of 600 Planned Parenthood affiliates nationwide.
About the Role
Planned Parenthood League of Massachusetts (PPLM) is seeking a Director of Health Center Operations to provide strategic and operational leadership across our health center network. This role is responsible for ensuring consistent, effective, and patient-centered operations across all sites while advancing organizational goals related to patient access, quality, experience, workforce engagement, operational excellence, and financial sustainability.
The Director will partner closely with Health Center Managers, clinical leaders, and executive leadership to establish operational standards, drive performance improvement, develop leaders, and support the delivery of equitable, high-quality care. This is a highly visible leadership role requiring regular onsite engagement with managers and staff across Massachusetts.
Your Day to Day:
Leadership & Team Development
- Lead, coach, and develop Health Center Managers and operational leaders.
- Foster a culture of accountability, collaboration, continuous improvement, and exceptional patient service.
- Support leadership development, succession planning, employee engagement, and talent retention.
- Partner with Human Resources on recruitment, performance management, and employee development initiatives.
- Promote an inclusive, respectful, and mission-driven workplace.
Operations & Performance Management
- Provide operational oversight for all PPLM health centers.
- Develop and implement standardized workflows, systems, policies, and operational best practices.
- Monitor and improve performance related to patient access, scheduling, patient flow, productivity, and operational efficiency.
- Use data, dashboards, and operational metrics to identify opportunities, address challenges, and drive results.
- Lead regular performance reviews and continuous improvement efforts across locations.
- Oversee centralized medical records operations and collaborate with support departments including Facilities, IT, and Purchasing.
Quality, Compliance & Patient Experience
- Partner with clinical leadership to support safe, high-quality, patient-centered care.
- Lead initiatives to improve patient satisfaction, access, and operational responsiveness.
- Ensure compliance with applicable federal, state, accreditation, and organizational requirements.
- Oversee operational risk management, complaint resolution, and corrective action planning.
- Monitor and report operational performance and quality outcomes.
Strategic Leadership
- Lead the implementation of new services, technologies, and operational initiatives.
- Identify opportunities to improve access, efficiency, and organizational effectiveness.
- Support organizational change management and cross-functional collaboration.
- Partner with internal and external stakeholders to strengthen community access to care and operational performance.
- Oversee operational components of grants and funded healthcare programs.
Qualifications:
Required
- Bachelor's degree in Healthcare Administration, Business, Public Health, or a related field, or an equivalent combination of education and relevant experience.
- Eight (8) or more years of progressively responsible healthcare operations leadership experience.
- Experience leading multiple ambulatory care sites or similarly complex healthcare operations.
- Demonstrated success improving operational performance, patient access, patient experience, employee engagement, quality outcomes, and financial performance.
- Experience managing budgets, operational resources, and performance metrics.
- Strong leadership, communication, relationship-building, and change management skills.
- Ability to analyze operational and financial data to support decision-making.
- Ability and willingness to travel regularly throughout Massachusetts.
- Commitment to PPLM's mission and values.
Preferred
- Master's degree in Healthcare Administration, Business Administration, Public Health, or a related field.
- Experience with patient experience measurement tools such as Press Ganey.
- Experience with Lean, continuous improvement, operational excellence, or related methodologies.
- Experience managing grants and healthcare reimbursement programs.
Why Join Us?
We offer a comprehensive and competitive benefits package, including:
• Generous Paid Time Off
• Medical, Dental, and Vision Insurance
• 403(b) Retirement Plan with employer match
• Life and Disability Insurance
• Professional Development Opportunities
• Commuter Benefits
• A mission-driven workplace that values equity, inclusion, and belonging
PPLM is a 501(c)(3) charitable organization, and an equal opportunity employer that values a diverse workforce and a culture of inclusivity and belonging. Equity, diversity, and inclusion are core values at PPLM and a chance for us to make long-term, meaningful change. We are actively working to build a culture that reflects the communities we serve and embodies cultural humility, recognizing that advancing health equity begins within our own organization. We are taking steps to make progress in our own organization and are committed to building an equity practice in all aspects of our work.
We believe that communities most impacted by health inequities must be centered in the work we do. Therefore, we strongly encourage applications from Black, Latinx, Asian, and Indigenous people of color, Trans and gender non-conforming people, LGBTQIA+ people, people with disabilities, and working-class people for all our positions.
Employment and advancement at PPLM are based on individual qualifications and abilities, without regard to race, color, religion, gender, sexual orientation, age, national origin, disability, veteran status, or any other protected characteristic under law.
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