Program Manager, Clinical Operations Service Lead

As a not-for-profit organization, Mass General Brigham is committed to supporting patient care, research, teaching, and service to the community by leading innovation across our system. Founded by Brigham and Women's Hospital and Massachusetts General Hospital, Mass General Brigham supports a complete continuum of care including community and specialty hospitals, a managed care organization, a physician network, community health centers, home care, and other health-related entities. Several of our hospitals are teaching affiliates of Harvard Medical School, and our system is a national leader in biomedical research.

We're focused on a people-first culture for our system's patients and our professional family. That's why we provide our employees with more ways to achieve their potential. Mass General Brigham is committed to aligning our employees' personal aspirations with projects that match their capabilities and creating a culture that empowers our managers to become trusted mentors. We support each member of our team to own their personal development-and we recognize success at every step.

Our employees use the Mass General Brigham values to govern decisions, actions, and behaviors. These values guide how we get our work done: Patients, Affordability, Accountability & Service Commitment, Decisiveness, Innovation & Thoughtful Risk; and how we treat each other: Diversity & Inclusion, Integrity & Respect, Learning, Continuous Improvement & Personal Growth, Teamwork & Collaboration.

General Overview

Across the country, governments, employers, and American families have struggled in the face of rising healthcare costs. Efforts historically have targeted narrow programs and patient populations, and while many have succeeded, healthcare costs continue to rise. It's time to take a radically different approach. A new approach involves putting the patient at the center with the goals of improving value and providing better outcomes at lower cost for patients. The Population Health Management (PHM) department at Mass General Brigham is charged with the challenge to drive better value for patients across Mass General Brigham. To achieve its goals, PHM leverages financial and clinical data to examine opportunities, designs and delivers innovative care models using product development and design thinking disciplines, and leverages problem solving, teamwork, and leadership skills to drive ongoing improvement.

The Clinical Operations Service Lead will provide administrative and operational support for a system-wide initiative by providing oversight of key strategic interventions to support United Against Racism system strategy with a key focus on health equity for cardiometabolic disease and cancer screening. As an integral member of the Population Health Management team, the Service Lead is responsible for leading, implementing, scaling, monitoring, and evaluating effective interventions aimed at improving quality of care, support clinical integration, system improvement and achieving MGB health equity goals. This is accomplished through a collaborative process working with colleagues in the Office of the Chief Medical Officer, RSO primary care and facility based interdisciplinary teams.

Reporting to the Director of Clinical Operations, the Clinical Operations Service Lead will be responsible for the team supervision, administrative oversight, including implementation, scale , and day to day management of a key initiative.

Principal Duties and Responsibilities

• Provide team leadership and management oversight for specific clinical operation initiative, creating project roadmaps for the overall program in coordination with administrative and clinical leadership, management, and Regional Service Organization (RSO) stakeholders.

• Day to day supervision of non-clinical patient facing staff working to execute the specific service line processes (ex: cancer navigators, HTN educators)

• Coordinate with administrative and clinical leaders as well as key stakeholders to study and analyze data and processes, to support program and performance improvement initiatives, and implement evidence-based interventions, ensuring constituents are represented, targets and goals are identified and documented, and plans are disseminated for appropriate communication.

• Lead project management oversight for continuous improvement efforts, which includes but is not limited to the development of scope, project requirements, timelines, risks/mitigation plans, communication strategies and project plans.

• Interpret quantitative and qualitative analyses to support the objectives of assigned initiatives, designing, and preparing, if appropriate, reports.

• Present updates, findings, and recommendations to internal program steering committees and other MGB audiences as needed.

• When necessary, manage the coordination of various workgroups, committee meetings, and other best practice sharing events.

• Establish contacts and strong working relationships with clinical and administrative leaders across Mass General Brigham.

• When needed, work with PHM Leadership to provide budget related input for the initiatives.

• If needed, conduct best-practice research and ad-hoc analysis for quality improvement initiatives.

• As appropriate, develops employees on team(s) to meet both their career goals and the organizations goals.

• Other duties and responsibilities as assigned.

• Hybrid Model with remote days and onsite days at Assembly Row or other Mass General Brigham site.

• Professional office setting located in Assembly Row, Somerville, MA.

• May require travel locally to other Mass General Brigham' sites. Reliable access to transportation to travel between sites for business purposes is required.

Qualifications

• Bachelor's degree (Master's preferred) with a minimum of 3 years' and experience in healthcare operations, public health or a related field. Experience with diversity and inclusion is nice to have.

• Minimum of 3-5 years' experience in healthcare management, patient services, or similar role

• Previous experience managing non-clinical teams required.

• Strong organizational and program management experience, preferably in a healthcare setting.

• Excellent communication and interpersonal skills

• Ability to handle sensitive patient information with confidentiality and professionalism.

• Demonstrates empathy and a patient-centered approach to leading.

• Ability to work collaboratively with both clinical and non-clinical staff.

• Experience working in a collaborative team environment.

• A combination of education and knowledge of cardiometabolic disease may be substituted for other qualifications.

• Bilingual - Spanish/English fluency preferred (speaking, reading and writing), but not required.