Site: Mass General Brigham Medical Group, Inc.

 

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):

- Orthopedics
- Spine
- Sports Medicine

 

Job Summary

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.

Essential Functions:
-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.

 

Education
- Bachelor's Degree in Healthcare Administration, Business Administration, or Nursing required*

- Master's Degree in a related field of study preferred

*Please not this role can accept experience in lieu of a degree

Experience
- 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

- Experience leading operations within these specialties strongly preferred

Knowledge, Skills and Abilities
- 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.

 

This is a hybrid leadership role that requires regular travel across the North Region to provide on-site support and oversight to multiple practice locations as needed.

 

Hybrid

 

Two Corporation Way

 

40

 

Regular

 

Day (United States of America)

 

Pay Range

$124,342.40 - $180,897.60/Annual

 

Grade

9

 

At Mass General Brigham, we believe in recognizing and rewarding the unique value each team member brings to our organization. Our approach to determining base pay is comprehensive, and any offer extended will take into account your skills, relevant experience if applicable, education, certifications and other essential factors. The base pay information provided offers an estimate based on the minimum job qualifications; however, it does not encompass all elements contributing to your total compensation package. In addition to competitive base pay, we offer comprehensive benefits, career advancement opportunities, differentials, premiums and bonuses as applicable and recognition programs designed to celebrate your contributions and support your professional growth. We invite you to apply, and our Talent Acquisition team will provide an overview of your potential compensation and benefits package.

 

0400 Mass General Brigham Medical Group, Inc. is an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, religious creed, national origin, sex, age, gender identity, disability, sexual orientation, military service, genetic information, and/or other status protected under law. We will ensure that all individuals with a disability are provided a reasonable accommodation to participate in the job application or interview process, to perform essential job functions, and to receive other benefits and privileges of employment. To ensure reasonable accommodation for individuals protected by Section 503 of the Rehabilitation Act of 1973, the Vietnam Veteran’s Readjustment Act of 1974, and Title I of the Americans with Disabilities Act of 1990, applicants who require accommodation in the job application process may contact Human Resources at (857)-282-7642.

 

Mass General Brigham Competency Framework