Flow Operations Program Manager BWH

Mass General Brigham•Boston, MA

2d•$81,474 - $157,851•Onsite

About The Position

The Brigham and Women's Hospital, Inc. is seeking a Flow Operations Program Manager to join their team. This role is crucial for coordinating and expediting clinical operations within an Ambulatory Practice setting, ensuring an exceptional patient experience. The Flow Manager will supervise and direct interdisciplinary teams, address immediate operational needs, and foster collaborative relationships to meet patient needs. This position involves weekday supervisory support, monitoring patient care quality and flow, and responding to issues in real-time. The role is primarily based at 221 Longwood Avenue, with travel to Chestnut Hill and Brigham and Women’s Faulkner Hospital locations. The Flow Manager will oversee Medical Assistants and nursing staff, including LPNs, RNs, and prior authorization specialists, across BWH Dermatology sites. Collaboration with affiliate sites in Foxborough and Westwood is expected to ensure consistent clinical operations and patient care standards. Mass General Brigham is committed to diversity, equity, and inclusion, aiming to reflect the diversity of the patients they serve and provide equal access to quality care and advancement opportunities.

Requirements

Graduate of an approved school of nursing, BSN required.
MSN (or) DNP (or) PhD, (or) a BSN with a master’s degree in a related field, required.
Current license to practice as a registered nurse in the State of Massachusetts.
Current registration in nursing in the Commonwealth of Massachusetts.
Minimum of 5 years of clinical nursing experience required.
Extensive knowledge of Ambulatory and specialty-specific clinical practices, workflows, and operations via recent (within 5 years) ambulatory nursing experience for a minimum of 2 years, required.
Minimum of 2 years of nurse manager or leadership experience required.
Must work well independently, have sound decision making skills and work effectively with and through inter-professional colleagues when required to make and facilitate complex decisions.
Excellent communication skills and strong team player.
Must exercise a high degree of professional judgment within the scope of licensure.
Possess interpersonal skills to interact effectively across roles, teams, and departments.
Possess ability to manage critical issues relating to patient care and changing organizational climate.

Nice To Haves

MSN preferred.
Current certification required or to be attained within two-year period from 10-1-18 or from date of hire after 10-1-18. Certification must be maintained while employed in this position.
Nursing experience providing in-person triage and direct patient care for acute and chronic conditions as appropriate for an ambulatory outpatient setting strongly preferred.
Dermatology experience preferred.

Responsibilities

Coordinate and expedite clinical operations, directing, delegating, and monitoring the quality of care delivered by the health care team.
Function within and across interdisciplinary teams to promote coordination, mutual respect, and timely response to patient needs.
Facilitate the development of workflows and pathways that ensure care coordination across all settings, with attention to transitional needs.
Facilitate huddles and promote effective, respectful communication.
Utilize critical thinking to problem-solve and make decisions.
Identify and evaluate operational clinical needs and resolve concerns early.
Role model and facilitate change within the health care team to respond to emerging practice and organizational needs.
Foster and implement innovative thinking to create alternative solutions.
Manage all resources to support optimal care of patients seeking primary care services in the clinic, telephonically, and electronically, including gateway, telehealth, and other emerging care delivery models.
Model and promote health care team building and leadership skills, applying them to facilitate effective team functioning and department operations.
Develop strong collaborative relationships across roles and departments to ensure timely access to address emerging patient needs.
Participate on committees or broader organizational initiatives as required.
Provide clinical oversight and support to nursing staff and medical assistants in collaboration with the Medical Director and Practice Managers.
Manage changes in Nurse/MA staffing schedules and adjust resources to meet patient care and operational needs.
Authorize hours worked by nursing staff and medical assistants, including overtime, and receive sick and tardy calls for clinical staff.
Assume accountability for performance evaluation of RNs, LPNs, and Medical Assistants, assist with new clinical staff orientation, and participate in signing off on annual competencies.
Participate in the selection and supervision of staff.
Mentor new staff and assist with orientation and staff development needs.
Ensure workflows are supported to minimize staff overtime, utilize resources appropriately, and be cognizant of budgetary constraints.
Collaborate with nursing and practice leadership in setting quality standards for nursing care and developing policies and procedures, actively participating in quality improvement initiatives.
Analyze, synthesize, and apply data to drive optimal care delivery outcomes.
Oversee TJC readiness and quality programs, conduct monthly Joint Commission audits and medical record documentation audits.
Provide exceptional patient experience and manage real-time patient complaints, inquiries, and feedback.
Provide evidence-based, clinically competent nursing care in a culturally sensitive manner, assisting with patient care as needed.
Perform all clinical tasks and responsibilities of the BWH RN as permitted by licensure, scope, and institutional policy.
Perform skilled nursing tasks competently and demonstrate operational knowledge of procedures and equipment.
Demonstrate technological literacy in using computerized information systems.
Access, evaluate, and use data and information from a wide range of resources.
Demonstrate effective use of computer-based information and practice management systems for population health management, decision support, reports, continuous quality improvement, and professional development.
Provide input to the development of information systems that impact patient care.
Facilitate and oversee staff use of healthcare technologies, and be able to develop, access, and apply reporting data.