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Practice Services Manager

Centering Healthcare Institute
Job Title: Practice Services Manager
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March 16th, 2018
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About Centering® Healthcare Institute

The Centering® Healthcare Institute (CHI) is on the front lines of transforming healthcare delivery and increasing the opportunities that people have to thrive. With over two decades of experience working closely with healthcare providers from all sectors, we’ve developed the Centering group care model. Our team provides implementation support to guide healthcare practices through every step of the system redesign and to build a foundation for a successful, sustainable practice. We have developed curricula and patient materials, and our facilitation training offers a variety of skill-building and interactive learning activities that prepare facilitators to lead engaging groups. We offer practice management and support tools, and site accreditation for model fidelity and quality assurance. We are engaged in advocacy efforts for payment reform and community outreach to achieve the Quadruple Aim of better health, better care, lower cost and provider satisfaction. Leadership and collaboration are at the heart of our success.

About Centering®

Centering® is an innovative, evidence-based model of group care that brings patients out of the exam room and into a comfortable group setting. Clinicians see a group of 6-12 patients with similar health conditions who receive the highest quality of care and, as part of an ongoing group, form a supportive community where they gain knowledge, skills and confidence. The Centering model utilizes a facilitative process that incorporates health assessment, interactive learning and community building to help support positive health behaviors and drive better health outcomes. With over two decades of experience working closely with healthcare providers from all sectors, CHI has developed and sustained the Centering group care model in more than 500 practice sites in the U.S.

The Position

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.


The Practice Service Manager is supervised by the Director, Practice Services and Support.

Main Responsibilities:

  • 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
  • Contribute to organizational project –based work
  • Researching and authoring white papers
  • Product and service evaluation and quality assurance
  • Occasional travel to conferences and events
  • Minimum three to five years health system experience or comparable

Project Responsibilities

  • Contribute to organizational project –based work
  • Researching and authoring white papers
  • Product and service evaluation and quality assurance
  • Occasional travel to conferences and events

Experience, Skills & Attributes

  • Mission-driven with an interest in public health
  • Strong organizational skills, including the ability to manage multiple tasks at once, respond to tight timelines, pay attention to detail, and operate effectively in a fast-paced environment
  • Proven written and verbal communications skills
  • Highly-developed attention to detail, with the ability to manage effectively in a fast-paced environment
  • Ability to work in highly collaborative team-like environment while also being able to work independently on projects and tasks
  • Experience working with diverse populations
  • Experience managing projects across multiple departments
  • Positive, customer service-oriented attitude
  • Proficiency with MS Office products (especially Excel) and Google applications (especially Gmail), experience with Salesforce a plus
  • Bilingual/bicultural background highly desirable
  • Bachelor’s degree, postgraduate degree a plus but not required. MA, IBCLC or Community Health Worker encouraged to apply
  • Familiarity with Centering a plus
  • Ability to travel

Application Process

Applicants should submit a resume with a one-page cover letter briefly summarizing their interest in and qualifications for the position to employment@centeringhealthcare.org. Please put “Practice Service Manager” in the subject line.

CHI actively seeks to build a diverse staff that is reflective of the populations we aim to serve and the communities where we work. CHI encourages multiple perspectives and experiences and strives to hire and retain a diverse workforce. Our employees are passionate, curious and eager for the challenge of changing healthcare

133 Federal Street, Suite 802 | Boston, MA 02110
Phone: 617.426.2606 | Fax: 617.426.2849
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