Director, Connection

GENERAL SUMMARY/ OVERVIEW STATEMENT:

Looking for an opportunity to have an impact on the lives of patients and families? Join the Brigham and Women's Development team! As we work together to support this world-class academic medical center and the hospital's mission of a healthier world, we pride ourselves on being a passionate, mission-driven, community-minded organization supporting the philanthropic goals of the hospital.

Under the leadership of the Associate Vice President and Executive Director, the Director supports the mission of Brigham Connection, by providing medical referral assistance and facilitation for our volunteer leaders and constituents. The Director is responsible for maximizing relationships and ensuring positive patient and family experiences.

The Director handles proprietary information for Connection guidelines and processes to ensure maximum efficiency. The Director is the frontline educator for the 24/7 team.

The Director consistently delivers outstanding service for all patients by providing comprehensive liaison services within Mass General Brigham (MGB) and supporting patients referred by concierge practice organizations and other healthcare entities.

BWH Development Office offers excellent benefits, competitive salaries, and a hybrid flexible work schedule!

At the Brigham, we are building a diverse and inclusive community that encourages every employee to bring their authentic self to work. The Brigham and the Brigham Development Office is focused on equity and ensuring equal access to employment and advancement opportunities. We recognize the need for ongoing learning in this domain, and are committed to continuing this work, embracing the full spectrum of human diversity: race, gender, sexual orientation, religion, ethnicity, and national origin. We believe honoring all forms of human presence and expression enriches the Brigham community and enables us to understand and meet needs across our community more fully.

PRINCIPAL DUTIES AND RESPONSIBILITIES:

• Demonstrates outstanding relationship management and communication skills to deliver exemplary service.

• Collaborates and coordinates with Brigham physicians and their support staffs to deliver timely, efficient, and thorough responsiveness to patient requests for healthcare services.

• Develops and maintains strong relationships with senior leaders, physicians, nurses, and administrators who have oversight responsibility for clinical activities.

• Maintains solid understanding of patients' rights, HIPAA regulations, ethical standards, healthcare services, and case management.

• Participates in 24/7 coverage of Brigham Connection.

• Manages the Connection Team budget and provides forecast for future budget.

• Coordinates the Global Patient Services VIP Relationships.

• Coach/Mentor/Trainer for new Connection employees.

• Monitors Connection interactions to ensure HIPAA compliance.

• Handles the information published in proprietary Connection Reference Guide.

• Represents Connection at Development functions.

• Leads all aspects of tours and training of new Development employees.

• Updates and expands Process Manual for the Department.

• Senior Representative of Connection Team relating to faculty, donors, trustees, and hospital leadership.

• Champions high degree of patient satisfaction whose needs may be highly complex, completing high-level requests.

• Coordinates with senior Development staff to establish strategies designed to advance Brigham patient philanthropy.

• Promotes patient acceptance of hospital programs and services.

• Facilitates hospital tours at the request of senior leadership.

• Establishes and maintains relationships with local, national, and international healthcare providers to facilitate services and information to Brigham constituents who travel outside the Boston area.

• Participates in special events designed to educate and interest donors in the Brigham.

• Facilitates special projects, as required.

QUALIFICATIONS:

• Bachelor's degree and 7 years' experience in development or hospital administration/operations.

• Detailed knowledge and understanding of the Brigham's operations.

• Knowledge of medical terminology, healthcare services, systems, and procedures.

• Knowledge of patients' rights and HIPAA regulations.

• Experience with EPIC, MS Office Suite required

• Atlas database or related software preferred.

• On-site work 3 days per week.

SKILLS/ ABILITIES/ COMPETENCIES REQUIRED:

• Experience and comfort level interacting with physicians, senior-level executives, high-profile individuals and constituents.

• Excellent relationship management skills, including negotiating, mediating, and facilitating.

• Excellent oral and written communication skills.

• Outstanding critical thinking and problem-solving skills.

• Exhibits compassion to patients and their families.

• Highly efficient, organized, and self-motivated.

• Ability to perform well in a fast-paced environment within a complex organization.

• Ability to provide comprehensive coverage for Brigham Connection program 24/7.

• Enthusiasm, ability to try new things, courage to speak and act on convictions, intelligence, insight, and resilience.

• Ability to maintain utmost of patient confidentiality.

• Proven tact and the ability to work with all levels of management and medical professionals.

• Ability to handle complex patient requests.