Planned Parenthood League of Massachusetts

Manager

• Manage telehealth operations, scheduling templates, and productivity goals
• Supervise, train, and support staff; manage performance in collaboration with HR
• Partner cross‑functionally to expand patient access through virtual care
• Monitor budgets, KPIs, dashboards, and patient trends
• Support EHR optimization, workflow improvements, and digital tools
• Ensure compliance with HIPAA, OSHA, MDPH, Title X (where applicable), and PPFA standards
• Address operational barriers, patient complaints, and follow‑up processes

Manager – Virtual Health

Chief Operating Officer

• Serve as the CEO’s second-in-command, acting as a strategic thought partner and operational leader.
• Translate PPLM’s strategic goals into operational execution, ensuring efficiency, scalability, and long-term sustainability.
• Provide executive oversight of clinical operations, IT, administration, revenue cycle (in partnership with Finance), facilities, and security.
• Foster cross-functional collaboration across health services, external affairs, development, finance, and advocacy efforts to ensure seamless integration and alignment with organizational priorities.
• Lead organizational change management efforts, ensuring a culture of continuous improvement, accountability, and innovation.
• Apply Lean, Six Sigma, and other process improvement methodologies to streamline operations, reduce inefficiencies, and improve service delivery.
• Develop and oversee Standard Operating Procedures (SOPs) for all key operational areas, ensuring consistency, compliance, and best practices.
• Represent PPLM externally, as needed, in strategic partnerships, regulatory discussions, and industry collaboration.
• Oversee IT, EMR systems, and digital infrastructure, ensuring that technology effectively supports patient care, security, and operational needs.
• Partner with Finance to oversee revenue cycle operations, ensuring financial health and sustainable reimbursement models.
• Direct facilities management, ensuring that all locations are operationally efficient, safe, compliant, and optimized for patient and staff needs.
• Strengthen security measures to protect staff, patients, and facilities, ensuring crisis preparedness and risk mitigation.
• Ensure that all operational functions align with PPLM’s external affairs and advocacy efforts, providing operational support for key initiatives.
• Lead business continuity and disaster recovery planning across all operational units.
• Ensure that health center operations are patient-centered, cost-effective, and aligned with PPLM’s strategic priorities.
• Collaborate with the Chief Medical Officer (CMO) to ensure that clinical operations align with accreditation standards, regulatory compliance, and best practices.
• Develop operational efficiencies that improve patient access, experience, and health outcomes.
• Apply Lean and Six Sigma methodologies to optimize patient flow, appointment scheduling, and service delivery.
• Drive the expansion of virtual health services and innovative care delivery models to enhance patient engagement.
• Work with the HIPAA Security Officer, and General Counsel ensuring the integrity, security, and compliance of patient and operational data.
• Ensure full compliance with all federal, state, and local laws and regulations, as well as Planned Parenthood Federation of America (PPFA) standards.
• Oversee organizational-wide compliance, quality, and accreditation programs, ensuring adherence to all licensing, safety, and regulatory requirements.
• Maintain and strengthen relationships with regulatory agencies, ensuring PPLM meets or exceeds compliance standards.
• Implement and monitor data-driven decision-making practices to drive continuous improvement across all operational areas.
• Partner with External Affairs, Development, and Advocacy teams to ensure that operations align with public policy, fundraising, and community engagement efforts.
• Build, mentor, and develop a high-performing operations leadership team across IT, Facilities, Security, Administration, and Health Center Operations.
• Drive leadership development, succession planning, and talent optimization strategies to ensure operational sustainability.