<p>Site: Brigham and Women's Physicians Organization, Inc.</p> <p>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.</p> <p>To support Practice Administrator in main campus project workflows, support FTEs including co-ops</p> <p>Job Summary</p> <p>Summary</p> <p>Reporting to the Practice Administrator, the Project Operations Supervisor is responsible for supervising and coordinating the administrative operations of the ambulatory clinic environment. This role focuses on continuous process improvement, project coordination, and operational efficiency within the neurosurgery outpatient practice, particularly with a focus on new patient triage and access. The ideal candidate will possess excellent time management skills, a strong ability to delegate tasks, and expertise in optimizing workflows while ensuring high-quality patient care.</p> <p>Essential Functions</p> <ol> <li> <p>Provide high level project management for process improvement initiatives throughout the project life-cycle; i.e. with a specific focus on ambulatory strategies from project selection and scoping through implementation of a plan to establish new processes, monitor data results and sustain associated improvements. Serves as content expert on improvement methodologies and imparts knowledge of improvement processes to team leaders and to interdisciplinary team members all while maintain accurate essential documents.</p> </li><li> <p>Manage daily requests, communications, timelines, and deliverables ambulatory call center and department phone management. Lead team meetings, performance oversite and workflow optimization. Maintain CSO relationship and oversite of all CSO data and participate in efforts of technical structure of various triage workflows both in and out of Epic.</p> </li><li> <p>Develop and implement measurement strategies to track patient-reported outcomes and project success. Support clinic utilization and scheduling strategies to decrease new patient lag.</p> </li><li> <p>Oversite of call center practice assistants, operations focused interns and co-ops ensuring adherence to operational standards and efficiency. Oversee workflow, regulatory compliance, and staff performance to maintain high operational standards and provide feedback to Practice Administrator. Provide performance feedback via annual merit review; potential for management of 3+ FTE oversite</p> </li><li> <p>Oversee workqueue processes, including ancillary orders, referrals, and insurance coordination in collaboration with billing teams. Manage patient inquiries, concerns, and complaints, ensuring timely resolution and satisfaction with support of hospital advocates and PFR.</p> </li><li> <p>Participate in new employee, APP and MD onboarding to ensure training and credentialing standard are met. Assist in coordination of desk and office space as well as technical components for employee access.</p> </li><li> <p>Provide employee feedback and timekeeping support to Practice Administrator and/or colleagues during staffing gaps.</p> </li><li> <p>Maintains flexibility regarding workload and the needs of the department. Continuously monitors the practice physical environment and identifies problems and seeks resolution. Maintains cleanliness and physical integrity.</p> </li></ol> <p>9 All other duties as assigned</p> <p>Lead and supervise a team of employees, providing guidance, support, and direction.</p> <p>Coordinate and optimize workflow processes to maximize efficiency and productivity.</p> <p>Monitor the progress of operations, identify bottlenecks or areas for improvement, and implement strategies to streamline operations.</p> <p>Track and assess key performance indicators to evaluate the team's performance and the overall effectiveness of operations.</p> <p>Identify training needs and provide coaching or training sessions to enhance the skills and knowledge of team members.</p> <p>Implement and enforce quality control measures to ensure that products or services meet established standards.</p> <p>Assist in budget planning and control by monitoring expenses, identifying cost-saving opportunities, and ensuring that operations stay within budgetary constraints.</p> <p>Allocate resources, including personnel, equipment, and materials, effectively to meet operational demands.</p> <p>Required for All Jobs</p> <p>Performs other duties as assigned</p> <p>Complies with all policies and standards</p> <p>Does this position require Patient Care (indirect/direct)? No</p> <p>Qualifications</p> <p>Education</p> <p>Bachelor's Degree Business required or</p> <p>Bachelor's Degree Related Field of Study required</p> <p>Can this role accept experience in lieu of a degree? No</p> <p>Experience</p> <p>Type of experience:</p> <p>Customer Service</p> <p>Time: Choose an item.</p> <p>? Required or ? Preferred</p> <p>Type of experience:</p> <p>Supervisory Experience</p> <p>Time: 3-5 Years</p> <p>? Required or ? Preferred</p> <p>Type of experience:</p> <p>Hospital / Healthcare Experience</p> <p>Time: 2-3 Years</p> <p>? Required or ? Preferred</p> <p>Type of experience:</p> <p>Project Management</p> <p>Time: Choose an item.</p> <p>? Required or ? Preferred</p> <p>Type of experience:</p> <p>Operations Experience</p> <p>Time: Choose an item.</p> <p>? Required or ? Preferred</p> <p>Knowledge, Skills & Abilities</p> <p>Solid understanding of supply chain management, process improvement methodologies, and quality assurance principles.</p> <p>Proficiency in using operational software, project management tools, and data analysis software.</p> <p>Strong analytical and problem-solving skills, with the ability to identify issues, analyze data, and implement effective solutions.</p> <p>Strong communication and interpersonal skills, with the ability to collaborate with stakeholders at various levels.</p> <p>Ability to adapt to changing priorities, handle multiple projects simultaneously, and work in a fast-paced environment.</p> <p>Excellent leadership and team management abilities, with a focus on motivating and developing staff.</p> <p>Additional Job Details (if applicable)</p> <p>Physical Requirements</p> <p>Standing Frequently (34-66%)</p> <p>Walking Frequently (34-66%)</p> <p>Sitting Occasionally (3-33%)</p> <p>Lifting Frequently (34-66%) 35lbs+ (w/assisted device)</p> <p>Carrying Frequently (34-66%) 20lbs - 35lbs</p> <p>Pushing Occasionally (3-33%)</p> <p>Pulling Occasionally (3-33%)</p> <p>Climbing Rarely (Less than 2%)</p> <p>Balancing Frequently (34-66%)</p> <p>Stooping Occasionally (3-33%)</p> <p>Kneeling Occasionally (3-33%)</p> <p>Crouching Occasionally (3-33%)</p> <p>Crawling Rarely (Less than 2%)</p> <p>Reaching Frequently (34-66%)</p> <p>Gross Manipulation (Handling) Frequently (34-66%)</p> <p>Fine Manipulation (Fingering) Frequently (34-66%)</p> <p>Feeling Constantly (67-100%)</p> <p>Foot Use Rarely (Less than 2%)</p> <p>Vision - Far Constantly (67-100%)</p> <p>Vision - Near Constantly (67-100%)</p> <p>Talking Constantly (67-100%)</p> <p>Hearing Constantly (67-100%)</p> <p>Remote Type</p> <p>Onsite</p> <p>Work Location</p> <p>60 Fenwood Road</p> <p>Scheduled Weekly Hours</p> <p>40</p> <p>Employee Type</p> <p>Regular</p> <p>Work Shift</p> <p>Day (United States of America)</p> <p>EEO Statement:</p> <p>Brigham and Women's Physicians Organization, 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.</p> <p>Mass General Brigham Competency Framework</p> <p>At Mass General Brigham, our competency framework defines what effective leadership "looks like" by specifying which behaviors are most critical for successful performance at each job level. The framework is comprised of ten competencies (half People-Focused, half Performance-Focused) and are defined by observable and measurable skills and behaviors that contribute to workplace effectiveness and career success. These competencies are used to evaluate performance, make hiring decisions, identify development needs, mobilize employees across our system, and establish a strong talent pipeline.</p>