Contact Center Senior Manager (Cardiology, Orthopedics, Neurology, and Oncology) - Ambulatory Care Transformation
Mass General Brigham(PHS)

Job Info

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About Us

As a not-for-profit organization, Mass General Brigham is committed to supporting patient care, research, teaching, and service to the community by leading innovation across our system. Founded by Brigham and Women's Hospital and Massachusetts General Hospital, Mass General Brigham supports a complete continuum of care including community and specialty hospitals, a managed care organization, a physician network, community health centers, home care and other health-related entities. Several of our hospitals are teaching affiliates of Harvard Medical School, and our system is a national leader in biomedical research.

We're focused on a people-first culture for our system's patients and our professional family. That's why we provide our employees with more ways to achieve their potential. Mass General Brigham is committed to aligning our employees' personal aspirations with projects that match their capabilities and creating a culture that empowers our managers to become trusted mentors. We support each member of our team to own their personal development-and we recognize success at every step.

Our employees use the Mass General Brigham values to govern decisions, actions and behaviors. These values guide how we get our work done: Patients, Affordability, Accountability & Service Commitment, Decisiveness, Innovation & Thoughtful Risk; and how we treat each other: Diversity & Inclusion, Integrity & Respect, Learning, Continuous Improvement & Personal Growth, Teamwork & Collaboration.

The Vision

The Mass General Brigham system is embarking on an Ambulatory Care Transformation journey. The Ambulatory Contact Center (ACC) supports strategic operations of the Massachusetts General Brigham Hospitals and the Massachusetts General Physician Organization to improve service to patients and referring providers seeking care at our organization.

The Opportunity

The ACC Senior Manager, under the guidance of the department Director, is responsible for key functions of the Ambulatory Contact Center specifically related to the following Service Line implementations and operations:

• Cardiac
• Orthopedic
• Neurology
• Oncology

Each of the 4 Service Line Managers will report directly to the Senior Manager. The Senior Manager role will also have 150+ indirect reports (Schedulers, Supervisors, and Team Leads).

Working under the direction of the Director and collaboratively with other leaders, the Senior Manager will help to ensure access, phone metrics, and order/referral management targets are met or exceeded and will participate in process improvement efforts to establish practices that foster goal attainment. Provide actionable data and information to management that will influence target setting, performance management and progress measurement. Lead the units to enhance the operations and its programs, including effective staff management, metrics and data management and operational analyses. May participate on various committees, representing the Director when needed, as well as serve as a member of a project team.

This role will be pivotal in identifying best practice protocols, technology, and space development, as well as leading the rollout of the centralized front-end access model throughout our ambulatory practices and/or service lines.

Location

Our team is based out of our Mass General Brigham headquarters located in Assembly Row (Somerville, MA). Our 160-person office suite serves as the onboarding/training hub for the Schedulers, Referral Coordinators, Registration Specialists, and Clinical Advice/Triage Nurses that join our team as part of our Ambulatory Care Transformation Initiative. Employees are expected to be onsite for all hours worked during the first 90 days of employment for onboarding/training. There are options for hybrid work after the successful completion of the training program, based on performance.

Qualifications
Qualifications

To be effective, the ACC Senior Manager must have expertise in all aspects of front-end ambulatory practice operations, including a deep understanding of Epic registration and insurance eligibility, Cadence scheduling, and referral management workflows, as well as a strong foundation in revenue cycle concepts and physician practice management and operations.

• Bachelor's Degree in health care management or related field. Master's degree in healthcare operations or management strongly preferred.
• 6-8 years of experience in call center management required. Additional experience in a practice operations or management position in a large academic medical setting strongly preferred.
• Experience required with computer software including Epic Cadence and ADT, MS Office Suite, and contact center telephone systems.

EEO Statement
Mass General Brigham is an Equal Opportunity Employer. By embracing diverse skills, perspectives, and ideas, we choose to lead. 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.

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