Supervisor, Service Line

Mass General Brigham • Boston, MA

1d • Onsite

About The Position

Mass General Brigham is a not-for-profit organization that supports patient care, research, teaching, and community service, striving to provide exceptional care and drive groundbreaking medical discoveries. The Supervisor, Service Line is responsible for overseeing and coordinating the activities of a specific service line, particularly the operational workflows supporting safe and efficient surgical care within the perioperative environment. This role involves direct accountability for case cart completion, tray assembly support, and intracase responsiveness during live procedures. The supervisor maintains continuous coordination with OR Nurse Managers, Surgeons, Flow Managers, and CSPS leadership to ensure instrument and supply availability, address real-time issues, and manage high-priority escalations. The position also involves leading Service Line Resource Technicians, ensuring service-specific readiness and alignment with daily surgical demand, and partnering with clinical operations leaders to improve workflow reliability and communication between sterile processing and the Operating Rooms. This role acts as an operational bridge between sterile processing and surgical services, translating needs, adjusting priorities, troubleshooting emergent issues, and ensuring timely provision of necessary tools and supplies.

Requirements

• High School Diploma or Equivalent required
• Certified Registered Central Service Technician [CRCST] - Healthcare Sterile Processing Association (HSPA) required
• Experience in a supervisory or managerial role, preferably in a service-oriented industry
• Strong leadership and people management skills
• Excellent communication and interpersonal skills
• Ability to motivate and inspire a team to achieve targets and meet service standards
• Strong problem-solving and decision-making abilities
• Knowledge of service line operations, processes, and best practices
• Familiarity with quality assurance principles and methodologies
• Proficient in using relevant software applications and systems
• Excellent organizational and time management skills
• Strong operational judgment
• Emotional intelligence
• Ability to navigate fast-moving clinical environments with poise and urgency

Nice To Haves

• Bachelor's Degree Related Field of Study preferred
• 1-2 years experience in a supervisory or managerial role, preferably in a service-oriented industry

Responsibilities

• Supervise and coordinate the activities of service line staff, including assigning tasks, monitoring performance, and providing feedback.
• Conduct regular performance evaluations and address performance issues as necessary.
• Provide coaching, training, and development opportunities to enhance the skills and knowledge of team members.
• Foster a positive work culture, promote teamwork, and encourage open communication.
• Monitor service line operations to ensure timely and efficient service delivery.
• Implement and enforce quality assurance processes and standards to maintain high-quality service levels.
• Oversee the operational workflows that supports safe and efficient surgical care across the perioperative environment.
• Be directly accountable for case cart completion, tray assembly support, and intracase responsiveness during live procedures.
• Maintain continuous coordination with OR Nurse Managers, Surgeons, Flow Managers, and CSPS leadership to ensure instrument and supply availability, address issues in real time, and respond to high-priority escalations.
• Lead the Service Line Resource Technicians, ensuring service-specific readiness, prioritization, and alignment with daily surgical demand.
• Partner closely with clinical operations leaders to review trends, improve workflow reliability, and elevate communication pathways between CSPS and the Operating Rooms.
• Serve as an operational bridge between sterile processing and surgical services—translating needs, adjusting priorities, troubleshooting emergent issues, and ensuring the right tools and supplies are in the right place at the right time.

Benefits

• Medical, Dental, and Vision insurance
• Tuition Reimbursement
• Generous Paid Time Off
• 50% Off MBTA passes
• Access to childcare resources and emergency backup care
• 403(b), Cash Balance Retirement Plan, and Tax-Sheltered Annuity options
• Exclusive “Perks” – discounts on tickets and passes for ski resorts, museums, sporting events, and more

What This Job Offers

• Job Type: Full-time
• Career Level: Manager
• Education Level: High school or GED
• Number of Employees: 5,001-10,000 employees