Director, Specialty Operations - Mass General Brigham Medical Group

Mass General Brigham • Somerville, MA

26d • Hybrid

About The Position

Mass General Brigham relies on a wide range of professionals, including doctors, nurses, business people, tech experts, researchers, and systems analysts to advance our mission. As a not-for-profit, we support patient care, research, teaching, and community service, striving to provide exceptional care. We believe that high-performing teams drive groundbreaking medical discoveries and invite all applicants to join us and experience what it means to be part of Mass General Brigham. The Mass General Brigham Medical Group is a system-led operating entity formed by Mass General Brigham to deliver high quality, low cost, innovative community-based ambulatory care. This Director of Operations will oversee the following specialties for the North Region (North Shore, NH/ME Seacoast, and Merrimack Valley): - Rheumatology - Nephrology - Pulmonary The role will include oversight of selected components of the Cardiology service line as well. Responsible for leading operational initiatives and enhancing the overall patient and staff experience across the healthcare organization. The Director provides strategic and day-to-day oversight of clinical and non-clinical operations, with a focus on service excellence, operational efficiency, and culture transformation. This role collaborates with leaders, staff, and patients to ensure a seamless and high-quality experience that aligns with the organization's mission and performance goals.

Requirements

• Bachelor's Degree in Healthcare Administration, Business Administration, or Nursing required
• 5 years of leadership experience in healthcare operations, patient experience, or service line management required
• 3 years of experience in managing multi-disciplinary teams, improving operational processes, and leading culture or experience-focused initiatives required
• Strong knowledge of healthcare operations, quality improvement, and service excellence frameworks.
• Proven ability to lead cross-functional teams and manage change in complex healthcare environments.
• Excellent communication, problem-solving, and relationship-building skills.
• Proficient in data analysis, reporting tools, and performance management.
• Commitment to patient-centered care, cultural competence, and equity in service delivery.

Nice To Haves

• Master's Degree in a related field of study preferred
• Experience leading operations within these specialties strongly preferred

Responsibilities

• Oversee daily operational activities across designated service lines or departments, ensuring effective delivery of care and services.
• Lead initiatives to improve patient satisfaction, staff engagement, and service delivery outcomes.
• Analyze operational workflows and patient feedback to identify opportunities for improvement and innovation.
• Partner with clinical and administrative teams to implement process improvements and optimize resource utilization.
• Develop and manage departmental budgets, ensuring financial accountability and alignment with strategic goals.
• Monitor performance metrics related to access, quality, safety, and experience to inform decisions and drive improvements.
• Champion a culture of service excellence and continuous improvement across all levels of the organization.
• Coordinate staff training and development programs focused on patient-centered care and operational best practices.
• Serve as a key liaison between patients, staff, leadership, and external stakeholders to resolve issues and promote positive relationships.

What This Job Offers

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