Senior Process Improvement Consultant

About Us

At Mass General Brigham (MGB), we are developing an integrated healthcare system of the future. MGB, the largest healthcare system in the state of Massachusetts, has 2 academic hospitals, 3 specialty hospitals, 7 community hospitals, a health insurance provider (MGB Health Plan), and a Home Care division. We recognize that increasing value and continually improving quality care while maintaining an inclusive focus are essential to Operations Excellence, and we invite you to join us on this journey. The work we do in the Office of the COO and the Sustain Management Office is a strategic imperative; there is a strong and growing understanding of how, together, we will transform MGB in innovative and impactful ways.

The Opportunity

Under the direction of the Sr. Director, MGB Sustain Operations Excellence (SOE), the Consultant role is responsible for enhancing the efficiency of operational processes, implementing long-term process improvement initiatives, fostering innovation, and optimizing resource utilization to enhance overall organizational performance. The incumbent will work with management teams across MGB, spending time providing direct hands-on support in building and incorporating workforce management structures and resources, coaching, training, and educating leaders and peers on operations excellence principles and the importance of this work to our organizations' long-term sustainability.

Principal Duties

Workforce Management:

• Builds trust and develops new relationships to collaborate and achieve successful outcomes effectively

• Leads kick-off meetings and trainings to educate departmental leaders about workforce management, operations excellence, and productivity

• Conducts informational interviews with leaders to develop an understanding of the department and allow the opportunity for the leaders to self-identify themes that could result in process improvement and increased productivity

• Tours and observes partnering departments to learn and assess current key workflows and processes

• Independently leads departments through a continuous workforce management cycle

• Participates in analysis of existing processes, identifies scope areas of improvement, and prioritizes process improvement initiatives

• Works with appropriate data and analytics resources, gathering data to begin measurement of performance - including baseline actuals and available budget information

• Navigates any necessary revisions to data and workforce management analytics to better align with operations

• Leads workforce management tools, facilitating identification of opportunity and supporting the process of setting a final productivity goal alongside department leadership

• Engages in the design, implementation, and optimization of business strategies

• Monitors performance metrics and research industry standards/best practices to enhance the approach to benchmarking and evaluating progress

• Collaborates with teams across MGB to optimize internal processes and implement innovative operational improvements focused on quality, safety, productivity, and cost savings

• Applies a high level of change management expertise, enabling coaching and development of others to ensure all activities include appropriate change management methods and risk mitigation approaches

• Partners and consults with leaders, managers, and their teams to provide strategic leadership and vision for the implementation of sustain initiatives within MGB and to develop strategic plans and execute performance improvement activities

• Promotes a culture of continuous improvement and appropriately challenges the status quo, while driving departmental/strategies that align with MGBs long-term strategy

Teaching, Coaching, and Education:

• Works with Sr. Director, MGB Operations Excellence, to onboard new partnering department leaders and prepare them on expectations and their responsibilities when launching a workforce management cycle

• Provides support and training to leaders and team members to advance education of new tools, resources, and processes to department leaders across the enterprise

• Works alongside Sr. Director, MGB Operations Excellence, to develop and execute a training program to onboard new SOE Consultants

• Provides teaching and coaching to effectively develop talent and transfer Sustain skills into the organization for the development of experts

• Reviews MGB's Workforce Management toolkits and guidelines on an ongoing basis, to customize and identify opportunities for efficiency and enhancements to the overall workforce management process

• Role is hybrid, requires the ability to split time between remote and on-site

• May require travel between MGB sites

Qualifications

• Bachelor's degree required; Master's degree preferred;(MBA, MHA, or MPH strongly preferred)

• 4 years of progressive experience in Finance, Productivity, Process Improvement/LEAN, Change Management, Workforce Management, Healthcare Management, Healthcare clinical operations, or Consulting preferred

• Proficiency working in Excel and with various analytic tools

• Strong analytic skillset and ability to manipulate large data sets to inform future state recommendations

• Skilled in the ability to apply key findings from the analytics to overall clinic/hospital/health system operations

• Experience working within healthcare systems, hospital clinical operations, and/or other similar academic medical centers or community hospital settings preferred

• Experience leading change management initiatives

• Skilled in critical thinking and decision-making, with a solution-oriented mindset

Skills, Abilities and Competencies

• Ability to establish relationships, trust, and collaboration

• Excellent verbal, written, and interpersonal communication skills

• Communicate and collaborate across teams and departments, conducting time-sensitive communications, reporting out progress, and escalating challenges/barriers to leadership

• Ability to successfully motivate and maintain high morale, employee involvement, and teamwork while driving change management

• Able to communicate well with all levels of the organization, including senior leadership, and be able to develop and implement strategic plans for the entity that align with the broader MGB strategy

• Aptitude to think critically and prioritize workload

• Relevant hospital business and clinical operations experience, directing a large hospital department and/or team-based projects with a focus on process improvement initiatives and broad-based change management

• Demonstrated experience with data and financial analytics

• Illustrate expertise and extensive experience, positively influencing change and decision-making in a variety of complex environments with multiple stakeholders and competing priorities

• Ability to enable and leverage diverse perspectives, talents, etc., to achieve business outcomes; exceptionally good listening skills required

• Ability to use various tools, techniques, and ways of thinking in conjunction with the principles of Sustain to identify, investigate, and improve processes

• Proven business/financial awareness, solving complex problems and driving change at all levels of the organization

• Organizational skillset, utilizing Gantt Chart, project plans, and complex workforce management tools

• Proven ability to drive and manage change initiatives in a matrixed environment

• Simplify strategy into specific actions with clear accountability, making decisions with speed and accuracy based on the best available information and communicating priorities