Operations Analyst, Virtual Care

Mass General Brigham•Somerville, MA

2d•Hybrid

About The Position

The Operations Analyst plays a key role in supporting daily operations and continuous improvement of Mass General Brigham’s Virtual Care programs. The position is responsible for optimizing workflows, troubleshooting issues, and enhancing access, quality, and efficiency across virtual care delivery. The Operations Analyst collaborates with clinical, operational, and technical stakeholders to collect, analyze, and present data that informs decision-making and advances organizational priorities in virtual healthcare. This role requires a proactive approach to identifying opportunities for improvement and implementing solutions that support exceptional patient and physician experiences.

Requirements

Bachelor's Degree in a related field of study required
Equivalent experience may be accepted in lieu of degree
2+ years of experience in data analysis, operations, and project support or project management required
Interpret complex data sets, identify trends, and translate insights into actionable recommendations that improve operational performance.
Advanced skills in Microsoft Excel (pivot tables, formulas, data modeling) and familiarity with data visualization tools.
Work in and adapt to a variety of customer and systems focused data platforms, manage throughput, identify bottlenecks, and restore workflows.
Present information effectively, with strong verbal, written, and presentation skills.
Convey technical and operational concepts clearly to diverse stakeholders.
High degree of attention to detail and ability to manage multiple priorities in a fast-paced, matrixed healthcare environment
Collaborative mindset and demonstrated success working in matrixed healthcare organizations.
Ability to embrace new technologies, systems changes, and evolving virtual care models.

Responsibilities

Builds and manages collaborative relationships with partner hospitals to ensure an exceptional service experience, enable clear and proactive communication, and anticipate operational needs.
Develops and maintains performance dashboards and reports that inform leadership decision-making, measure utilization, and support strategic growth of digital programs.
Collaborates with cross-functional stakeholders to streamline workflows, improve provider experience, and enhance the reliability of Virtual Care operations.
Supports systemwide implementation of new initiatives and process improvements, ensuring alignment with Mass General Brigham Digital strategy and regulatory standards.
Serves as a liaison between program management, clinicians, hospital operations, and technical partners to promote clear communication and operational alignment.
Contributes to the design and documentation of operational policies and procedures, ensuring accuracy, version control, and compliance with MGB governance standards.
Monitors and analyzes performance metrics to identify trends, evaluate program outcomes, and identify opportunities for improvement.
Supports training and onboarding efforts by preparing and maintaining educational materials and ensuring operational readiness for new programs or features.
Participates in continuous improvement initiatives that enhance efficiency, scalability, and the patient and provider experience.