Operations Supervisor

Mass General Brigham•Boston, MA

1d•Onsite

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 MGH Voice Center is an internationally recognized leader in the development of innovative approaches for improving the diagnosis and treatment of voice disorders. In the role of Operations Supervisor, you’ll partner closely with leadership to optimize workflows, support and develop staff, manage office operations, and ensure high‑quality administrative services. You’ll serve as a functional leader and role model, balancing hands‑on administrative work with team leadership, training, and continuous improvement initiatives. If you’re highly organized, people‑focused, and energized by creating efficient, well‑run office environments within a healthcare setting, this is a great opportunity to make a meaningful impact. Job Summary Summary Responsible for overseeing and coordinating the daily operations of the department, ensuring efficiency, productivity, and adherence to established procedures.

Requirements

Bachelor's Degree required.
Operations experience 5-7 years required
Solid understanding of supply chain management, process improvement methodologies, and quality assurance principles.
Proficiency in using operational software, project management tools, and data analysis software.
Strong analytical and problem-solving skills, with the ability to identify issues, analyze data, and implement effective solutions.
Strong communication and interpersonal skills, with the ability to collaborate with stakeholders at various levels.
Ability to adapt to changing priorities, handle multiple projects simultaneously, and work in a fast-paced environment.
Excellent leadership and team management abilities, with a focus on motivating and developing staff.

Nice To Haves

Supervisory/Management Experience 3-5 years preferred

Responsibilities

Lead and supervise a team of employees, providing guidance, support, and direction.
Coordinate and optimize workflow processes to maximize efficiency and productivity.
Monitor the progress of operations, identify bottlenecks or areas for improvement, and implement strategies to streamline operations.
Track and assess key performance indicators to evaluate the team's performance and the overall effectiveness of operations.
Identify training needs and provide coaching or training sessions to enhance the skills and knowledge of team members.
Implement and enforce quality control measures to ensure that products or services meet established standards.
Assist in budget planning and control by monitoring expenses, identifying cost-saving opportunities, and ensuring that operations stay within budgetary constraints.
Allocate resources, including personnel, equipment, and materials, effectively to meet operational demands.
Serve as the lead secretary and functional leader of the administrative team. Work with Sr. Administrative Manager to ensure the flow and completion of daily assignments within the office.
Provide functional guidance to secretarial staff for questions and assistance regarding work, process and procedure, and administrative policies. Assist staff members in troubleshooting work problems. Refer issues of significance to management.
Create and disseminate process and procedure documentation in conjunction with the manager. Prepare manuals, reference tools, tip sheets and other appropriate materials for secretarial staff.
Serve as the point person for patients regarding feedback and complaints on administrative services. Triage clinical complaints to appropriate providers.
Participate in recruitment of staff by screening and interviewing candidates; provide feedback and recommendations to Sr. Administrative Manager. Orient and mentor administrative and temporary office staff; provide feedback to the Sr. Administrative Manager.
Partner with the Sr. Administrative Manager to identify training topics applicable to secretarial staff. Coordinate training for office staff and provide feedback on performance. May conduct training as appropriate; maintain knowledge of administrative and medical office practice, insurance, billing and other workplace subjects.
Serve as a role model for administrative staff members. Exemplify skills in office practice, customer service, communication and team membership.
Engage in relationship building with internal and external vendors to facilitate work orders, purchases, etc. to foster priority service for the MGH Voice Center and in collaboration with manager, effectively resolve needs and concerns as they arise.
Participate in administrative projects and work with the Sr. Administrative Manager, Division Chief and others regarding goals, implementation, tasks and metrics. Work with leaders and staff to ensure project completion and provide follow up, reports and other post-implementation needs.
Work with the Sr. Administrative Manager to establish, revise and implement policies and procedures, to evaluate the performance of the administrative operation, to devise and implement improvements and to monitor and report on the impact of revised practices for use in further review.
When requested, conduct team meetings on behalf of the Sr. Administrative Manager.
Serve on division and departmental committees in the absence of the Sr. Administrative Manager.
Supervise the prior authorization process to ensure that the payers approve the service prior to the service being rendered to the patient. Work with the insurance plans to determine when a service requires a prior authorization. Obtain and input authorizations for non-contracted plans using the EPIC spreadsheet
Provide coverage for secretarial staff when requested. Provide coverage for Administrative Manager when needed.