Program Manager, Clinical Operations Service Lead
Mass General Brigham

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 value based care goals and performance in MGB risk based contracts. 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 staff working to execute the specific service line processes.
• 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.
• 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 Bebest-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.

Qualifications
Qualifications

• Bachelor's degree (or equivalent work or educational experience) with 3+ years' healthcare or public health experience (Masters nice to have).
• Strong organizational skills and previous project management experience is preferred.
• Prior program management experience preferably in a healthcare setting is nice to have.
• Experience in quality improvement or process improvement activities nice to have.
• Experience working in a collaborative team environment.
• A combination of education and experience may be substituted for requirements.

Skills, Abilities and Competencies

An inclusive individual who thrives in a highly matrixed, collaborative, team-oriented environment
• Proven ability to prioritize and resolve critical issues efficiently and effectively, interpreting complex and sometimes contradictory information to effectively solve problems.
• Strong quantitative, analytical, and technical skills relating to data for analysis and presentation.
• Creativity and enthusiasm for developing and implementing new programs.
• Comfortable with ambiguity and proven ability to create clarity in it.
• Requires minimal direction from leadership and possesses an ability to learn quickly and self-manage.
• Ability to effectively plan and facilitate meetings both informal and formal.
• Excellent organizational skills and attention to detail, ability to work independently, manage multiple tasks and projects, meet deadlines, and manage to schedule.
• High degree of initiative along with ability to act as a team player.
• Excellent oral and written communication and presentation skills that demonstrate the ability to synthesize and distill complex information appropriately, with the ability to deliver presentations to a wide variety of audiences.
• Proven ability to develop effective relationships and build partnerships, working collaboratively with various stakeholders either internal to department, or externally, to meet shared objectives.
• Credits and celebrates others for their contributions and accomplishments
• Encourages people to express their views openly
• Accepts responsibility for successes and failures of own work and the team's work
• Defines complex issues clearly despite incomplete or ambiguous information
• Encourages people to express their views openly
• Practices active and attentive listening skills to verify understanding
• Strong PC / Microsoft application skills including Word, Advanced Excel, and PowerPoint.

• Hybrid Model with remote days and onsite days at Assembly Row
• Professional office setting located in Assembly Row, Somerville, MA. May require travel locally to other Mass General Brigham' sites.
• Minimal travel to Regional Service Organizations (RSOs), practices and hospitals within network.

EEO Statement
Mass General Brigham is an Equal Opportunity Employer. By embracing diverse skills, perspectives, and ideas, we choose to lead. All qualified applicants will receive consideration for employment without regard to race, color, religious creed, national origin, sex, age, gender identity, disability, sexual orientation, military service, genetic information, and/or other status protected under the law. We will ensure that all individuals with a disability are provided a reasonable accommodation to participate in the job application or interview process, perform essential job functions, and receive other benefits and privileges of employment.