Clinic Manager

At PPTNM, our Clinic Managers play an essential role in ensuring that patients receive high-quality, compassionate, and efficient care while creating a supportive, accountable, and collaborative environment for our health center teams.

Reporting directly to the Chief Clinical Officer (CCO), the Clinic Manager is responsible for the day-to-day operational management, staff supervision, patient experience, and administrative performance of assigned clinic location(s). The CCO provides overall leadership, direction, and management oversight for the position.

A critical component of this role is maintaining strong, collaborative working partnerships with key HCS leaders to include: Senior Manager, Clinical Operations, Lead Clinician, Sr. Manager, Quality & Risk Management, Sr. Director of Revenue Cycle, and other Clinic Managers. Together, they work to address daily operational needs, monitor clinic performance, support quality and risk management activities, strengthen employee onboarding and training, and ensure consistent implementation of established standards and organizational priorities.

Clinic Managers are hands-on leaders who support their teams through daily coordination (including filling in where needed within the Clinic), coaching, staffing, scheduling, onboarding, problem-solving, and performance management. They are expected to communicate proactively, collaborate effectively, and maintain accountability for timely follow-through on operational priorities.

The Clinic Manager position is structured across three levels—I, II, and III—reflecting increasing experience, leadership capabilities, operational complexity, demonstrated performance, and additional responsibilities supporting broader Health Care Services initiatives.

Success in this role requires strong people leadership, operational knowledge, sound judgment, adaptability, and a commitment to PPTNM's mission and workplace values.

• Chief Clinical Officer (CCO)

• Senior Manager, Clinical Operations

• Clinic Staff

• Health Care Services Leadership Team

• People Operations (HR) Team

• Revenue Cycle and Finance Teams

• Quality and Risk Management

• EPIC/Information Technology Support

• Facilities Team

• Maintain a strong, collaborative working relationship with the CCO in supporting the effective management of assigned clinic location(s).

• Work closely with the CCO and Sr. Manager Clinical Operations to address daily operational challenges, staffing needs, patient experience concerns, quality initiatives, and performance improvement opportunities.

• Proactively communicate operational concerns, emerging risks, resource needs, and opportunities for improvement to ensure timely awareness, coordination, and resolution.

• Partner on clinic performance monitoring, KPI tracking, site reviews, quality control, quality risk management, and implementation of established operational standards.

• Collaborate on recruitment, onboarding, training, and development of clinic staff to promote consistency across Health Care Services.

• Support implementation of CCO-directed initiatives, operational improvements, and corrective actions, ensuring appropriate follow-through at the clinic level.

• Utilize established communication and escalation pathways, engaging the appropriate HCS Leadership Team members or cross-departmentally for routine operational guidance and coordination, while escalating significant matters to the CCO and other designated leaders as appropriate.

• Maintain accountability for assigned clinic operations while working collaboratively with the Senior Manager to support broader departmental goals and organizational priorities.

• Manage the day-to-day operations of assigned clinic location(s), ensuring effective staffing, patient flow, scheduling, and service delivery.

• Serve as the primary on-site operational leader and point of contact for clinic staff, supporting timely problem-solving, communication, and coordination.

• Conduct daily team huddles and communicate operational priorities, staffing updates, patient service expectations, and organizational information.

• Monitor clinic workflows, appointment scheduling, patient templates, and daily operations to support efficient patient access and productivity.

• Coordinate staff schedules, coverage, time-off requests, timecard approvals, and payroll-related administrative responsibilities.

• Maintain appropriate staffing coverage and respond to operational changes, absences, and emerging needs.

• Oversee clinic inventory, supply ordering, accurate counts, and responsible use of resources.

• Support implementation of established operational procedures, systems, and initiatives as directed by the CCO.

• Identify operational challenges and work with the CCO and Sr. Manager Clinical Operations to implement appropriate solutions.

• Maintain consistent communication regarding clinic needs, performance concerns, and operational priorities.

• Provide daily supervision, coaching, feedback, and performance support to assigned clinic staff.

• Partner with CCO and People Operations (HR) and HCS leadership in recruitment, interviewing, selection, and hiring of clinic staff.

• Coordinate and support successful onboarding, orientation, and training of newly hired clinic staff in partnership with the Sr. Manager, Clinical Operations, ensuring all HCS new hire onboarding processes are completed.

• Ensure employees understand their job responsibilities, operational workflows, performance expectations, and applicable policies.

• Conduct daily morning huddles, regular employee check-ins, coaching discussions, performance evaluations, and development conversations.

• Address employee performance, attendance, workplace conduct, and other routine people-management concerns in collaboration with CCO and People Operations (HR) team.

• Identify training and cross-training opportunities to strengthen staff capabilities and operational flexibility.

• Promote teamwork, recognition, accountability, professional development, and a positive employee experience.

• Demonstrate and reinforce PPTNM's Workplace Values through consistent leadership behaviors and expectations.

• Ensure a welcoming, respectful, confidential, and nonjudgmental patient experience.

• Monitor patient flow, appointment availability, wait times, scheduling practices, and overall service delivery.

• Serve as the primary clinic-level point of contact for patient service concerns and escalations that cannot be resolved by frontline staff.

• Address patient concerns promptly and professionally, escalating significant matters to the CCO and Senior Manager, Clinical Operations, or appropriate HCS leadership.

• Review patient feedback and identify opportunities to strengthen patient satisfaction and service delivery.

• Reinforce customer service expectations and support staff in delivering compassionate, inclusive, and patient-centered care.

• Collaborate with clinical leadership to address operational barriers affecting patient access and continuity of care.

• Monitor established clinic key performance indicators (KPIs), including patient volume, appointment utilization, productivity, patient experience, and operational efficiency.

• Review performance reports and identify opportunities to improve clinic operations and results.

• Partner with the CCO to address performance gaps and implement improvement plans.

• Support achievement of established clinic operational and financial goals through effective staffing, scheduling, and resource management.

• Oversee daily reconciliation, closing procedures, deposits, and submission of required financial reports in accordance with established procedures.

• Support accurate patient registration, payment collection, billing workflows, and timely correction of identified billing or charging errors.

• Collaborate with Revenue Cycle and Finance teams to address operational issues affecting revenue cycle performance.

• Maintain accountability for inventory, supplies, and responsible use of organizational resources.

• Support PPTNM's established quality control (QC), quality risk management (QRM), and quality improvement activities at the clinic level aligned to accreditation standards.

• Ensure staff understand and follow applicable organizational policies, procedures, patient privacy requirements, and operational standards.

• Collaborate with HCS leadership to support compliance with Planned Parenthood Federation of America (PPFA) Medical Standards and Guidelines (MSGs) and other applicable healthcare requirements.

• Maintain awareness of clinic requirements involving HIPAA, OSHA, CLIA, infection prevention, safety, and other applicable regulatory standards.

• Support completion of required staff training, documentation, operational reviews, and compliance activities.

• Promptly report incidents, patient safety concerns, privacy issues, and other significant risks through established reporting and escalation channels.

• Participate in site reviews, audits, quality improvement initiatives, and corrective action follow-up.

• Ensure identified operational improvements and corrective actions are implemented and maintained within assigned clinic operations.

• Partner with key HCS leaders to address quality and risk management needs.

• Maintain daily awareness of clinic cleanliness, appearance, equipment, supplies, and overall operational readiness.

• Identify and report facility concerns, maintenance needs, repairs, and other issues affecting clinic operations.

• Coordinate with the CCO and Senior Manager, Clinical Operations, and Facilities team to ensure appropriate follow-up.

• Reinforce established clinic standards for organization, cleanliness, safety, and patient-facing environments.

• Support operational continuity during facility repairs, maintenance, or unexpected disruptions.

• Maintain open, timely, and effective communication with the CCO, Senior Manager, Clinical Operations, and clinic staff.

• Communicate organizational updates, operational expectations, and approved procedural changes consistently to assigned staff.

• Collaborate with other Clinic Managers to share best practices, address common challenges, and strengthen consistency across health centers.

• Participate in HCS meetings, training, operational reviews, and departmental improvement activities.

• Support assigned HCS initiatives, projects, or cross-clinic responsibilities based on position level, experience, demonstrated capabilities, and organizational needs.

• Recommend opportunities for improvement while ensuring changes to established clinical or operational practices receive appropriate review and approval.

• Perform other duties as assigned to support clinic operations and PPTNM's mission.

• Strong commitment to PPTNM's mission and workplace values.

• Ability to lead, coach, develop, and hold employees accountable while maintaining a respectful and collaborative work environment.

• Understanding of outpatient healthcare operations, patient flow, scheduling, and administrative workflows.

• Strong organizational, planning, and time-management skills.

• Excellent written and verbal communication and interpersonal skills.

• Ability to manage competing priorities and respond effectively to changing operational needs.

• Sound judgment, professionalism, integrity, and the ability to handle confidential information.

• Strong problem-solving and conflict-resolution skills.

• Ability to interpret clinic performance information and support operational improvements.

• Working knowledge of inventory management, administrative reporting, and basic revenue cycle processes.

• Proficiency with Microsoft Office applications, electronic health records, and healthcare administrative systems.

• Willingness to learn, accept feedback, adapt to change, and continuously strengthen leadership effectiveness.

• Ability to demonstrate PPTNM's Workplace Values:

  • We Tend to the Team

  • We Respect and Honor All People

  • We Jump In

  • We Try and We Learn

  • We Care for Our Business

  • We Return to Our Mission

• Ability to work on-site at assigned clinic location(s).

• Flexibility to work occasional evenings or weekends based on clinic needs.

• Ability to travel between PPTNM locations when required.

• Valid driver's license, reliable transportation, and appropriate automobile insurance when driving is required for assigned duties.

• Ability to lift and carry up to 25 pounds, with reasonable accommodation as appropriate.

PPTNM maintains employee health and safety requirements in accordance with applicable law and organizational policy. Candidates may be required to comply with applicable vaccination, infection prevention, and occupational health requirements, subject to reasonable accommodations as required by law.

• Bachelor's degree preferred, particularly for assignments involving greater operational complexity or broader HCS responsibilities.

• Equivalent combinations of education and relevant work experience may be considered.

• Prior experience in an outpatient healthcare, ambulatory care, medical practice, or comparable healthcare setting.

• Previous supervisory, team leadership, or management experience preferred.

• Experience with staff scheduling, patient service, operational workflows, and performance management.

• Experience with electronic health records and healthcare administrative systems.

• Experience with healthcare compliance, quality improvement, inventory management, or revenue cycle processes preferred.

• EPIC experience preferred.

PPTNM is an equal opportunity employer committed to maintaining a diverse, inclusive, and equitable workplace. We do not discriminate based on race, color, religion, sex, sexual orientation, gender identity, national origin, age, disability, veteran status, or any other characteristic protected by applicable law.

Reasonable accommodations are available to qualified applicants and employees in accordance with applicable law.

PPTNM participates in E-Verify and will provide the federal government with information from Form I-9 to confirm employment authorization in the United States.

This job description is not an exhaustive list of all responsibilities, skills, duties, requirements, or working conditions associated with this position. While intended to be an accurate reflection of the current job, management reserves the right to review and change this description as needed to maintain business goals and accomplishments. Job descriptions are reviewed periodically. This job description is not a contract.

Employees are expected to perform duties as assigned and directed by management.