Director of Health Center Operations

Description

Director of Health Center Operations Rochester, Syracuse, and Buffalo, NY Areas

Position Summary Planned Parenthood of Central and Western New York (PPCWNY) protects and provides health care and education that empowers individuals and families. With respect. Without judgment. No matter what.

The Director of Health Center Operations (DHCO) provides strategic and operational leadership for all PPCWNY health centers and translates affiliate strategy into coordinated execution and measurable results across PPCWNY health centers. The DHCO is accountable for system-wide health center operational performance, including patient access, clinic flow, productivity, patient experience, staffing effectiveness, regulatory compliance, and financial performance. As a key member of the Health Services leadership team, the DHCO develops leaders, drives continuous operational improvement, and ensures high-quality, accessible, and efficient patient care in alignment with PPCWNY’s mission, vision, and values. The DHCO partners closely with Medical Leadership, Compliance Quality & Risk Management (CQRM), Facilities and Security, Finance, Human Resources, IT, Clinical Informatics, and the Health Services training function to implement organizational priorities while maintaining clear operational accountability.

Essential Functions Role Accountability

The DHCO translates Health Services strategy into coordinated operational priorities, standards, and measurable results across PPCWNY health centers. Within the authority delegated by the Vice President of Health Services, the DHCO makes operational decisions, establishes accountability, coordinates the work of the reporting structure, and escalates matters requiring executive direction or approval.

• •Directly supervises the Assistant Director, Health Center Operations and the Health Services Training Manager.
• •Delegates day-to-day multi-site operational execution, routine follow-through, and first-level operational escalation to the Assistant Director.
• •Provides oversight and accountability for Health Center Managers through the Assistant Director and established leadership structures.
• •Holds the Health Services Training Manager accountable for the effectiveness of the Health Services training function, including training design, delivery, competency development, and measurement.
• •Ensures operational leaders reinforce training expectations, validate workflow adoption, and sustain consistent practice.
• •Establishes operational priorities and standards for health center operations and determines operational responses to performance, staffing, workflow, access, and service-delivery challenges within delegated authority.
• •Partners with designated Clinical Services and Medical Leadership roles on care-delivery priorities while respecting established clinical decision-making authority.
• •Coordinates with CQRM, Finance, Human Resources, IT, Facilities and Security, Clinical Informatics, and other support functions to clarify ownership, remove barriers, and manage operational risk.
• •Escalates significant risks, resource constraints, and decisions outside the position’s delegated authority to the Vice President of Health Services with analysis and recommended action.

Site Operation

• •Develops and executes affiliate-wide operational strategies that translate Health Services priorities into standardized practices, measurable objectives, and sustained results across all health centers.
• •Accountable for health center operational performance across patient access, clinic flow, productivity, patient experience, staffing effectiveness, regulatory compliance, and financial results; identifies performance gaps and ensures timely operational improvement plans, assigned accountability, and follow-through.
• •Establishes, monitors, and reports key performance indicators for health center operations; uses data to drive decisions, hold leaders accountable, and sustain continuous improvement.
• •Leads initiatives to expand patient access, improve workflow and service delivery, and reach underserved communities consistently across multiple locations.
• •Leads large-scale operational initiatives, change-management efforts, service expansions, workflow redesigns, and other strategic projects that advance organizational priorities and improve operational performance.
• •Directs affiliate-wide staffing for Health Services, scheduling, and resource allocation strategies to align workforce capacity with patient demand, operational priorities, and budget expectations.
• •Develops, manages, and monitors operational budgets and workforce plans; analyzes financial and operating performance, identifies operational and financial risks, and implements strategies to support organizational goals and long-term sustainability.
• •Maintains a visible, regular presence in health centers and leads through direct engagement with managers and teams, observation of operations, and timely removal of barriers to performance.
• •Partners with designated Clinical Services and Medical Leadership roles on care-delivery priorities; remains accountable for operational implementation, workflow reliability, and performance while respecting established clinical decision-making authority.
• •Collaborates with CQRM, Human Resources, IT, Clinical Informatics, Finance, Marketing, and other support departments to implement agency-wide initiatives and ensure clear ownership, communication, and follow-through.
• •In collaboration with Security and Facilities, develops, implements, and monitors emergency preparedness plans and protocols to safeguard staff, patients, and health center operations during unforeseen events.
• •Champions the adoption of technology and scalable process improvements that enhance operational efficiency, workforce effectiveness, and patient experience.
• •Identifies, assesses, and addresses operational risks in collaboration with CQRM, ensuring prompt resolution, effective mitigation, and sustained corrective action.
• •Partners with internal departments, community partners, and contracted vendors to support health center operations, access initiatives, and implementation of new services.

Leadership and Management

• •Directly supervises the Assistant Director, Health Center Operations and the Health Services Training Manager, establishing clear responsibilities, decision-making authority, performance expectations, and measurable outcomes for each role.
• •Holds the Assistant Director accountable for coordinated multi-site operational execution, Health Center Manager effectiveness, staffing coordination, workflow consistency, site performance, and first-level operational escalation.
• •Holds the Health Services Training Manager accountable for Training Team effectiveness, onboarding systems, training strategy, curriculum and materials, competency development, workflow education, and measurement of training outcomes.
• •Provides strategic oversight and accountability for Health Center Managers through the Assistant Director and established leadership structures.
• •Develops the Assistant Director and Health Services Training Manager through coaching, feedback, performance evaluation, succession planning, and professional development.
• •Establishes affiliate-wide operating expectations, performance standards, and improvement priorities and ensures consistent communication throughout the reporting chain.
• •Ensures a coordinated onboarding model in which the Health Services Training Manager leads structured orientation, role-based training, and competency development; the Assistant Director ensures operational readiness and consistency; and Health Center Managers provide site-specific orientation, daily supervision, feedback, and reinforcement.
• •Ensures a clear distinction between supervisory performance management and training support. Health Center Managers, supported by the Assistant Director and Human Resources, retain accountability for employee expect