Case Management/Social Services, Education/Teaching/Training, Medical & Health
Practice Services Manager
Centering Healthcare Institute (CHI) is a mission-driven, non-profit organization based in Boston, MA. Our mission is to improve health by transforming care through Centering groups. In over 470 clinical practice sites across the U.S., Centering takes patients out of the exam room into a supportive group setting that empowers them to better care for themselves and their children. Clinical studies have reported significant improvement in health outcomes for patients in Centering group care compared to those in traditional care. CHI helps clinical practice sites, our 'clients'?, implement the system changes and staff training necessary to ensure fidelity to the Centering care model and ensure long-term sustainability.
We embrace diversity and look for employees who are passionate, curious and eager for the challenge of changing healthcare.
The Practice Services Manager (PSM) manages the client relationship through its lifecycle and is the primary point of contact for all Centering practice sites within a geographic region. Early in the client lifecycle, the PSM assesses site needs and coordinates the delivery of products and services necessary to implement Centering group care. Once Centering is established, the PSM provides regular outreach and support to ensure that sites are reaching their goals. The PSM works closely with Centering Consultants (our field staff) to support their work in the field and manages the planning, promotion and evaluation of Centering milestone events. The position is customer-service driven with a focus on anticipating site needs and identifying solutions to common challenges.
The PSM position is based out of our Boston office.
Main Responsibilities ~85%
Conduct customer needs assessments, assess site readiness for Centering, develop and finalize site licenses and service agreements
Coordinate the Centering startup process and support implementation
Provide technical assistance for CHI's quality assurance process and toolkit, support site understanding of Centering standards and protocols
Provide consultation and technical assistance to practice sites on facilitation skills, system change, and Centering practice sustainability
Contribute to setting and reaching Practice Services productivity goals
Manage work processes in Salesforce and ensure the integrity of data and reporting
Work collaboratively with other departments to ensure highest-quality customer service
Participate in continual internal process evaluation and improvement
Contribute to a culture of trust, respect, and accountability
Project Responsibilities ~15% (self-identified areas of interest or personal growth)
Contribute to organizational project-based work
Researching and authoring white papers
Product and service evaluation and quality assurance
Occasional travel to important conferences and events
Experience, Skills & Attributes
Bachelor's degree, postgraduate degree a plus but not required. MA, IBCLC or Community Health Worker encouraged to apply
Minimum three to five years health system experience or comparable, familiarity with Centering a plus
Bilingual candidates strongly encouraged to apply
Experience working with diverse populations
Mission-driven with an interest in public health
Excellent communication skills (listening, speaking and writing)
Positive, customer service-oriented attitude
Resourceful and able to creatively problem-solve
Confident and able to negotiate
Flexible and able to juggle tasks
Organized and attentive to details
Able to work independently as well as collaboratively in a busy, shared office
Proficiency with MS Office products (especially Excel) and Google applications (especially Gmail), experience with Salesforce a plus
Strategic thinker, curious and having the ability to probe
Experience project managing across multiple departments
Both a cover letter and current resume required for consideration.
Centering Healthcare Institute is a non-profit organization that works closely with healthcare providers from all sectors to change healthcare. With over two decades of experience as the go-to resource for group care, we’ve developed and sustained the Centering model in more than 450 practice sites and in some of the largest health systems in the world.