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Practice Manager

Department: Health Care Services
Location: Knoxville, TN

Practice Manager

REPORTS TO: Chief Clinical Officer

STATUS: Exempt/Salaried

Planned Parenthood of Tennessee and North Mississippi is one of Tennessee's oldest and largest private, non-profit health care agencies. For over 75 years, PPTNM has remained committed to providing high-quality, affordable reproductive services and education throughout Tennessee, north Mississippi, and parts of Arkansas and Kentucky. We have four health center locations in Tennessee - Memphis - Midtown, Memphis - Summer/I-240, Knoxville and Nashville.

Our mission is to improve health and well-being by providing high-quality, nonjudgmental sexual health care, honest and accurate sexuality education, and reproductive health and rights advocacy.


PPTNM, as both a healthcare provider and a participant of Medicare/Medicaid, is subject to certain laws, regulations and orders requiring its workforce to be fully vaccinated against COVID-19 and its variants. PPTNM has therefore implemented a requirement that all employees be fully vaccinated. Candidates seeking employment with PPTNM will be required to: (1) be fully vaccinated against COVID-19 and its variants by their start date. Reasonable accommodations will be considered on a case-by-case basis for exemptions to this requirement in accordance with applicable law, and (2) submit proof of vaccination by their start date as a condition of employment with PPTNM.


The Practice Manager (PM) is responsible for all day-to-day operational and clinical performance activities for their assigned Health Center(s). Under the direction of, and in partnership with the Chief Clinical Officer (CCO). The PM will ensure daily staffing and supervision of the Health Center staff to provide adequate care and service to our patients.

The PM is responsible for working in collaboration with the CCO to ensure adherence to budget and operational plans as set forth by the CCO. A successful candidate will be someone who can effectively work to support the directive of the CCO and the mission of the affiliate, with a willingness to learn how to manage a Health Center according to the many variable compliance factors required of a Planned Parenthood.

Key partners to this role will also include - Sr. Manager, Health Centers, Revenue Cycle Director and other PM’s.


Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

This role requires effective collaboration, teamwork, partnership, management and a willingness to learn. To ensure a candidate’s success in our role, we require a structured onboarding process that follows a collaborative and guided integration for the first six (6) months - outlined in more detail below.

Onboarding Plan

First 1-3 months:(Observation & Relationship Building Period)

Learning the Organization:

  • Understanding and Navigating the Affiliate

    • Focus on gaining an understanding of the organization, processes, policies, systems, services offered and day-to-day operations of the Health Center, and Health Center staff’s work

    • Review of resources - i.e., manuals, SOP’s, Operation Manual’s Training Documents, Online Trainings

Leading Others:

  • Relationship Building – “Getting to know your team”

    • Developing an understanding of your team roster

    • Learning positions within the health center (i.e., Front Office Assistant, Medical Assistant, Lead MA)

    • Review job descriptions for each role to gain a basic understanding of each job function within the Health Center

    • Team and individual setting

    • Ensure daily interactions with ALL health center staff - as a leaner not a leader (yet) to build rapport and trust and confidence in your ability to lead and manage the team and Health Center

    • Lead by example

First 3-6 months (Beginning to Lead Your Team - Collaboratively with CCO)

Leading Others-Cont’d: (Relationship Building)

  • Communicating Effectively

    • Clear, consistent, concise, communication both verbally and written. This includes effectively recounting information received in HCM meetings one-to-one meetings with CCO, asking needed follow-up questions to confirm accuracy and dissemination of information to team

    • Keep the lines of communication open with the CCO of any new ideas, suggestions or desired changes - we welcome them! In partnership, the HCM and CCO will then review, discuss and determine whether implementation is feasible. This is in an effort of protecting our brand and ensuring compliance

    • Effectively disseminate organizational and team specific information as directed by Executive/Sr. Leadership to ensure consistent communication across the organization

  • Managing The Business

    • It is imperative to follow all current and established policies, protocols, standard operating procedures and operational processes during your first six (6) months. This ensures business continuity and compliance

    • Ensure that all operational changes and internal practices are reviewed and approved by CCO prior to any changes or implementation to ensure compliance with affiliate, accreditation, PPFA, federal, state and local guidelines

Leading the Organization: (Leading)

  • Managing The Work Based on Business Needs

    • Beginning the application of knowledge gained from the first three (3) months and applying to business needs and adjusting within reason to ensure business operations continuity of assigned teams/employees

    • Some Examples Include:

      • Successfully leading morning huddles

      • Ability to manage employee concerns (i.e. timecard adjustments, time off requests)

      • Inventory management

      • Interviewing, hiring, training and on-boarding of new staff

Leading Self: (Leading, Coaching, Managing)

  • Self-Awareness

    • Ability to have introspect on self and areas of continued improvement and willingness to receive coaching and feedback

  • Developing Adaptability/Flexibility

    • Demonstrating adaptability and flexibility to changing environments

    • Adjusting based on business needs to meet internal and external policies, procedures, operational practices and service expectations

  • Ability to Deal with Complexity

    • Leading through complex times within the organization (affiliate)

“Day-in-the life of an PM”

Health Center Operations:

  • Interview and hire of health center staff and ensures successful and compliant onboarding of all new hires

  • Responsible for cross-training in all Health Center functions and fully participates in all health center efforts related to patient care, customer services, productivity and clinic flow.

  • Responsible for Health Center inventory management. Ensuring accurate count and ordering

  • In collaboration CCO assist with performance management items i.e., (coaching/feedback, disciplinary action and performance reviews)

  • Consult with and promptly report incidents to the CCO and/or designee as appropriate.

  • In partnership with the SRMHC create staff schedules and the applying of patient template schedules in EMR/EHR (opening and making changes to templates as directed by SRMHC and CCO)

  • First point of contact for patient escalation, ensuring escalation of all issues to the CCO and/or designee as needed and for awareness

  • Responsible for management of time off requests, timecard and payroll management

  • In partnership with the CCO and/or designee, establish and monitor appointment procedures, center scheduling, and center flow to meet center goals.

  • Performs other duties as assigned.

Revenue Cycle:

  • Responsible for reconciliation and closing, and submission of required reports to the Accounting & Finance department. Including daily deposit management

  • Assist with the correction of billing and charging errors

  • Performs other duties as assigned.

Risk & Quality Management:

  • Ensure, in collaboration with the CCO and/or designee that all patient services’ manuals (protocols of practice, policies and procedures, lab, OSHA, CLIA, etc) are current and all regulations are implemented and followed in an effort to maintain quality assurance standards in the center.

  • Ensure all health center staff understands and follows all local, state, federal, PPFA and other regulatory agency practices and protocols.

  • Implement the PPTNM quality assurance plan as it relates to health center activities, ensuring appropriate training for staff in these areas.

  • Responsible for ensuring compliance in HIPPA privacy, protocols and policies

  • Support the Medical Management team with ensuring compliance with the Medical Standards and Guidelines (MSG’s)

  • Performs other duties as assigned.

Health Care Services “Initiative Champion”:

  • Upon successful completion of your onboarding and training period, each HCM will be responsible for championing an initiative across Health Care Services for the affiliate as assigned by the CCO

  • Helps ensure that the assigned initiative is being consistently applied across ALL Health Centers and Health Center Staff

  • Ability to drive impact and change within the Health Care Services team

Role Competencies

  • Business Analysis: Demonstrates basic knowledge and ability and, with guidance, can apply the competency in common situations that present limited difficulties.

  • Business Partnering: Demonstrates solid knowledge and ability, and can apply the competency, with minimal or no guidance, in the full range of typical situations. Would require guidance to handle novel or more complex situations.

  • Change Management: Demonstrates basic knowledge and ability and, with guidance, can apply the competency in common situations that present limited difficulties.

  • Client Focus: Provides seasoned advice

  • Fostering Communication: Adapts communication

  • Inventory/Supply Management: Demonstrates basic knowledge and ability and, with guidance, can apply the competency in common situations that present limited difficulties.

  • Managing Conflicts: Addresses critical existing or potential conflict

  • Managing People: Manages a small team and implements people management practices.

  • Performance Management: Demonstrates basic knowledge and ability and, with guidance, can apply the competency in common situations that present limited difficulties.

  • Planning and Organizing: Plans and organizes group activities

  • Problem Solving: Solves standard problems

  • Revenue and Profitability Management: Demonstrates basic knowledge and ability and, with guidance, can apply the competency in common situations that present limited difficulties.

  • Self-Awareness: Recognizes and understands own emotions and drives, including disruptive emotions and thoughts. Understands the effect of external factors on oneself.

  • Team Leadership: Facilitates achievement of team results

  • Teamwork: Coaches others/resolves conflicts


  • Alignment with the mission and values of Planned Parenthood.

  • Able to demonstrate behaviors that represent the Affiliate’s Workplace Values.

  • Attention to detail and accuracy in work is critical.

  • Excellent written and verbal communication skills.

  • Strong organizational and computer skills, including MS Word, MS Excel and health care administrative software.

  • Must be an effective time manager, able to work without direct supervision, and demonstrate sound judgment and decision-making skills.

  • Must be able to interface positively with patients, staff, donors, and volunteers.

  • Must have integrity, energy, and enthusiasm.

  • Accepts a flexible work schedule including weekend and evening hours as necessary.

  • Must be able to drive with valid license and insurance and lift and carry 25lbs. unassisted.


EDUCATION: Associates or Bachelor’s Degree (Preferred), preferably in management or health care, or equal work experience.

EXPERIENCE: Supervisory/management experience with at least 5+ years' in health care environment preferred.


  • Competitive base salary commensurate with experience

  • 100% Employer paid Medical, Dental, Basic Life/AD&D, STD, LTD (Employee Only Coverage)

  • Voluntary Vision, “Buy-Up” options on Basic Life, Spouse, & Dependent

  • 401(k) plan with matching opportunity

  • Plum Benefits & Pet Insurance

  • Starting PTO of 15 vacation days within first year (pro-rated based on start date), 2 Floating Holidays and 10 Paid Holidays

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.


PPTNM participates in E-Verify and will provide the federal government with your form I-9 information to confirm that you are authorized to work in the U.S.





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