Administration Manager, Contact Center

Mass General Brigham • Somerville, MA

2d • $78,000 - $113,454 • Remote

About The Position

The Operations Administration Manager of the MGB Contact Center is responsible for providing operational and administrative leadership within a healthcare organization. This role is responsible for managing daily business functions, supporting departmental efficiency, and overseeing non-clinical services to ensure smooth and effective operations. The manager works closely with clinical and executive teams to align administrative processes with organizational goals and regulatory standards. There are 14 MGB entities we are interacting with, contact center is a large centralized and efficient group. The Manager must be able to influence and educate various directors, key stakeholders at practices, while communicating KPIs and metrics. Direct reports will include 2 supervisors, 2 team leaders, and schedulers roll up to this leader -there are 40 indirect reports. Strong presentation skills are required. Must be proactive to work together with peers and other operational leaders to find solutions, review ongoing trends, challenges, solutions and effectiveness.

Requirements

• Bachelor's Degree Business Administration required or Bachelor's Degree Healthcare Administration required or Bachelor's Degree Related Field of Study required
• Experience in administrative or operational management in a healthcare or clinical setting 3-5 years required
• Experience supervising staff 2-3 years required
• Exceptional leadership and organizational skills.
• Excellent communication and interpersonal abilities.
• Proficiency in Microsoft Office and administrative software systems.
• Ability to manage multiple priorities and lead process improvement initiatives.
• Knowledge of healthcare operations, policies, and documentation standards.
• M-F Eastern Business Hours, days required M-F
• Fully Remote requires stable, secure, quiet, compliant workstation with MGB equipment in use including Teams Video meetings.
• Business Hours for operations are typically between 8a-6p ET, the manager must be present, available and covering employees or business needs as needed, this exempt role is Full Time, shifts can vary within reason based on business needs

Nice To Haves

• Master's Degree Related Field of Study preferred
• Experience managing budgets, 2-3 years preferred
• Experience and familiarity with regulatory compliance in healthcare 1-2 years preferred

Responsibilities

• Oversee day-to-day administrative operations, including staff supervision, office management, scheduling, and resource allocation.
• Develop and implement policies, procedures, and workflows to support departmental and organizational efficiency.
• Collaborate with leadership on strategic planning, process improvement, and performance initiatives.
• Manage departmental budgets, monitor expenditures, and ensure cost-effective use of resources.
• Coordinate communication across departments and serve as a liaison between administrative and clinical teams.
• Ensure compliance with applicable regulations, accreditation requirements, and internal policies.
• Support onboarding, training, and development of administrative staff.
• Lead or participate in committees and projects focused on operational improvement, patient experience, or employee engagement.
• Prepare reports, dashboards, and documentation to support decision-making and performance monitoring.

What This Job Offers

• Job Type: Full-time
• Career Level: Manager
• Number of Employees: 5,001-10,000 employees