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.

PPLM is seeking a strategic, collaborative, and results-oriented Director of Health Center Operations to lead the operational performance of our health centers across the Commonwealth.

The Director of Health Center Operations (DHCO) provides leadership, oversight, and direction for the day‑to‑day operations of PPLM’s health centers, ensuring high‑quality patient care, operational excellence, regulatory compliance, and an exceptional patient experience. Working closely with Health Center Managers, clinical leadership, and executive leadership, this position develops and implements strategies that improve patient access, operational efficiency, staff engagement, and organizational performance.

The successful candidate will be an experienced healthcare operations leader who is passionate about advancing equitable access to healthcare and supporting high‑performing teams.

Your Day to Day:

• Provide leadership and oversight for all PPLM health center operations.
• Partner with Health Center Managers to optimize performance, patient access, workflow efficiency, and service delivery.
• Monitor key operational metrics including patient volume, access, productivity, patient satisfaction, and financial performance.
• Develop and manage health center operating budgets and support achievement of organizational goals.
• Lead initiatives that improve operational effectiveness and patient‑centered care.

• Supervise Health Center Managers and Centralized Medical Records staff.
• Coach, mentor, and support managers in achieving department and organizational objectives.
• Partner with Human Resources on recruitment, employee relations, performance management, and staff retention.
• Foster a workplace culture that values collaboration, accountability, inclusion, and continuous improvement.

• Ensure compliance with applicable federal, state, and local regulations and organizational standards, including HIPAA, OSHA, CLIA, Title X, Massachusetts Department of Public Health requirements, and Planned Parenthood Federation of America standards.
• Lead patient experience initiatives and use data to identify opportunities for improvement.
• Monitor patient feedback, complaints, and risk management issues and implement corrective actions as appropriate.
• Support training and development initiatives that promote excellent customer service and high‑quality patient care.

• Collaborate with executive and clinical leadership to achieve healthcare‑related strategic goals.
• Lead operational planning for the expansion of services, implementation of new programs, and business development initiatives.
• Oversee implementation and management of healthcare‑related grants, including federal, state, and private funding sources.
• Collaborate with community partners and internal stakeholders to increase awareness of and access to PPLM services.

• Oversee implementation and management of centralized medical records systems and operational technologies.
• Develop, monitor, and utilize dashboards and performance metrics to drive decision‐making.
• Partner with external vendors and internal departments to ensure operational systems effectively support patient care.
• Lead quality improvement initiatives that enhance efficiency, productivity, and service delivery.

• Perform additional responsibilities as assigned.

Qualifications:

• Bachelor’s degree in Healthcare Administration, Business Administration, Public Health, or a related field; equivalent relevant experience will be considered.
• Minimum of eight (8) years of healthcare operations leadership or management experience.
• Demonstrated success…