Planned Parenthood Director of Operational Standards - San Jose, CA in North, California



San Jose, CA

Director of Operational Standards


The Director of Operational Standards is a member of the Services Department Team and is responsible for ensuring the consistency of the patient experience and conformity of all PPMM health centers to standards of operation that achieve profitability according to the goals set in the annual budget, and maximizing the potential of all PPMM health services. This position is responsible for implementing and managing the organization's process improvement program, including deployment of training and other duties that will enhance organizational efficiency and support a culture of continuous improvement and internal and external customer satisfaction.



  • Leads an integrated customer service team, developing an approach that permeates every patient encounter, whether it is at the health centers, response center, billing, or incidental encounters with administrative staff.

  • Ensures that the PPMM patient experience is reliably excellent, and establishes the standards, monitoring system, and data distribution effort that will keep customer service at the forefront of our approach to health care.

  • In collaboration with the Director of Services Training, develops and implements routine monitoring and proficiency testing in administrative and clinical duties handled by non-licensed staff and Center Managers.

  • Provides data analysis including comparative reports on health center performance, NextGen reports and analysis, and routine performance measurement of the medical services program

  • Leads the design, implementation, and monitoring of agency standards for clinic flow and optimum staffing ratios for service mix, demand, and profitability. Identifies areas to integrate and improve program management, clinic operations and systems. Monitors the attainment of benchmarks and establishes corrective action plans to assure compliance with agency standards.

  • Serve as a catalyst for change driving continuous improvement activities while focusing on planning and implementing process improvement initiatives.

  • Lead teams to successful completion of continuous improvement projects.

  • Ensure that each project initiates with clearly articulated ‘terms of engagement’, has well defined and measurable business results, and is delivered on-time, on-budget, on-scope.

  • Generate clear problem statements/gap analysis with associated measurement criteria.

  • Achieve team buy-in on aggressive targets and quantifying benefits via Cost of Quality (COQ) analysis.

  • Identify actionable metrics and benchmarks to track improvements in health centers.

  • Conduct lessons learned activities and trainings to continuously eliminate barriers to continuous improvement.

  • Clearly defines the optimal "experience", including the behavioral changes necessary to achieve cultural transformation throughout the entire organization.

  • Continues and builds a culture of service excellence, hospitality, ownership and resultsacross the system:

  • Documents and communicates throughout the organization the shared vision for both patient and employee experience improvements.

  • Develops the framework & protocols in which all patient and employee experience initiatives will be deployed across the system.

  • Develops service, educational, and training programs throughout the system relating to the patient experience and service excellence strategically develops, refines and improves performance metrics and measurements methods using standardized and customized tools.

  • Utilizes coaching, best practices, and collaborates intradepartmental to improve service excellence and patient experience throughout the agency.

  • Primary contact with vendors regarding the patient satisfaction measurement process & is the primary contract owner for patient satisfaction survey tools such as Press Ganey or otherpatient engagement survey vendors.

  • Maintains a close working knowledge of community matters, center and program operations regarding visits, serviceand financial trends, quality assurance issues and customer satisfaction.

  • Conducts on-site gap analysis of operations of health centers and leads health center turn-arounds in conjunction with the VP of Patient Services and Regional Operations Directors.

  • Oversees the development and revision of the Services Administrative Operations Manual and Center Manager Manual.

  • Participates in agency-wide task forces and departmental teams.

  • Serve as a member of Services Management Team.

  • Perform other duties and tasks as assigned


  • Handle special projects as assigned.

  • Manage other duties as assigned.


Ability to perform duties as described above. A typical means of acquiring these abilities would be:

  • Bachelor’s Degree; Certification in Lean and/or Six Sigma, certified Black Belt & lean practitioner preferred. 2+ years of experience with healthcare consulting, healthcare management, or a related healthcare field

  • Strong analytical/statistical background.

  • Five years direct experience in a project management capacity, including all aspects of process development and execution and organizational change management.

  • Proven ability to drive continuous improvement of product design, program management, and business processes. Strong research and analytical skills.


  • Must be proficient at Microsoft Office Suite: Word, Excel, PowerPoint and Visio.

  • Expertise in MS Excel, with proficiency using formulas, PivotTables, linked worksheets, graphing, modeling and other reporting and presentation features.

  • Highly organized and detail orientated, with the ability to keep multiple projects and engagements active at once.

  • Strong process improvement and business transformation technical skills.

  • Strong communication and presentation skills with proven ability to manage senior stakeholders and multiple concurrently run engagement teams.

  • Strong commitment to growing and developing the department including training, coaching and mentoring.

  • Strong leadership qualities, organization and project management skills.

  • Ability to set priorities and maintain composure under stress.

  • Experience with Structure Query Language (SQL).

  • Ability to travel out of the area on PPMM business 50% of the time. Reliable transportation, valid state driver’s license, good driving record, and auto insurance to meet PPMM standards.

  • Perform data scrubbing, trouble-shooting, quality checking, and usability analysis to identify anomalies, which need to be addressed prior to delivery of analytic results.



Location: CA - North

Activation Date: Friday, July 28, 2017

Expiration Date: Thursday, November 9, 2017

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