Business Operations Manager (Hybrid Option)

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The Business Operations Manager is responsible for the management of the agency’s business operations processes and practices. The Business Operations Manager will lead a team that support, train and mentor health care staff in business operational processes and best practices while assessing and recommending appropriate tools to produce efficiencies, reduce administrative burdens, increase revenue and promote quality client interactions. The Business Operations Manager develops and implements workflow procedures and training for new health care initiatives.


  • Commitment to the mission and values of Planned Parenthood of Wisconsin, Inc., excellent customer service, and a culture reflecting Planned Parenthood’s commitment to diversity, equity, inclusion and belonging.
  • Ability to relate to diverse communities.
  • History of advancing successful health care business initiatives, analyzing problems and opportunities, and developing unique solutions.
  • Demonstrated success in implementing improvements resulting in greater efficiency, reduced cost, and/or improved quality.
  • Broad knowledge of both medical and information technology disciplines with the ability to communicate between the two disciplines.
  • Demonstrated history of commitment to, and delivery of, positive customer service experiences.
  • Experience providing written and verbal communication to staff, patients, community, and partnering organizations.
  • Demonstrated organizational, analytical, and leadership skills.
  • Demonstrated experience successfully executing roles requiring high standards of productivity and accuracy.
  • Demonstrate an excellent understanding of the intersection of clinical issues and business operations.
  • Knowledge of cross-departmental collaborations, workflows, and operating procedures.
  • Experience in conducting end user training, creation of training documents and tools for system implementation and upgrades preferred.
  • History of achieving results through delineation of task assignments, ensuring adequate resource allocation, assisting project participants resolve barriers and solve issues and appropriate escalation of resource issues and concerns.
  • Demonstrated ability to carry out multiple assignments and plan accordingly to meet scheduled deadlines.
  • Demonstrated experience effectively using relevant Microsoft Office products.


  • Bachelor’s degree in an administrative or operational health care field, business, or related disciplines.
  • At least three years’ experience in business operations oversight experience, health care environment preferred.
  • History of working in EPM & EHR systems. EPIC and/or NextGen experience a plus.
  • Must have demonstrated supervisory experience or equivalent preferred.
  • An equivalent combination of education and experience from which comparable knowledge and abilities can be acquired may be considered.


Carries out supervisory responsibilities in accordance with the organization’s policies and applicable laws. Responsibilities include interviewing, hiring, and training employees; planning, assigning, and directing work; appraising performance; rewarding and disciplining employees; addressing complaints and resolving problems.


  • Health Care Business Initiatives Expansion
  • Works cross departmentally to implement workflow process for new health care services, including set up in Electronic Health Records (EHR) system, health center rollout and Electronic Payment Management (EPM) system.
  • Engages in optimization planning and implementation for special programs designed to expand access to reproductive health care.
  • Assigns priorities on work to be performed by the Business and System Integrity Specialists and monitors progress of all work; responsible for keeping tasks and deliverables on track.
  • Health Care Operations Process Development, Implementation and Oversight
  • Works with the CFO and patient services teams to implement, track and measure operational systems and process improvements.
  • Engages teams that include finance, patient services, IT and other departments to assist in process workflows, identifying optional approaches and implementing workflow changes.
  • Serves as a resource to other departments for process analysis, workflow design techniques and development of systems for monitoring improvement outcomes.
  • Prepares business process, policy and workflow documentation to create alignment in cross departmental initiatives and to provide continuity in training.
  • Provides coaching, support and mentoring to Center Managers for their ongoing development i.e., assisting with complex or unusual process problems, and providing leadership, training and direction in concert with the Regional Directors.
  • Devises and provides trainings to ensure appropriate health center staff are educated on the use of the practice management system, special programs, and other critical health center business policies.
  • Manages the health center HelpDesk for the practice management system (NextGen).
  • Actively promotes the values, goals, and objectives of the agency.
  • Health Care Operations Compliance
  • Works with the CFO and COO to develop, implement and maintain standard health care operating policies and procedures related to health center operations and business practices, documented in the Center Business Operations Manual (CBOM).
  • Works with the CFO to
  • Oversees site business audits of all health centers, checking for accuracy and policy compliance in patient registry, insurance template creation, data entry of charges, adjustments and payments, creates reports of findings to communicate to relevant members of management team. May perform site audits as necessary.
  • Works with CFO to  ensure compliance with coding and billing regulations, relevant healthcare regulations and data privacy issues (e.g. HIPAA).
  • Health Care Revenue Cycle Management
  • Manages the RCM third-party vendor operations including all aspects of coding, charge-entry, claims submission, collections and payment posting.
  • Works with CFO to manage commercial insurance contracts.
  • Health Care Partner Relations
  • Collaborates with PPFA and other Planned Parenthood affiliates to establish best practices.
  • PPWI is an equal opportunity employer committed to diversity in the workplace

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