Program Analyst, Digital Patient Experience
Mass General Brigham

Job Info

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At Mass General Brigham Digital, we pride ourselves on our ability to create maximum strategic, clinical, and operational value from established and emergent technologies for our patients, care teams, researchers, and employees. Digital health will not only enhance the equity and efficiency of healthcare delivery, but it will also help make medicine more personalized and precise.

We recognize that increasing value and continually improving quality while maintaining an inclusive focus are essential to organizational excellence, and we invite you to join us on this journey. The work we do in Digital is a strategic imperative, and there is a strong and growing understanding of how together we will transform Mass General Brigham in innovative and impactful ways.

The Operations Analyst I will contribute to the success of Digital Patient Experience operations as an individual contributor and as part of larger operations and project teams. Reporting to the Senior Director of Planning and Operations and working in close collaboration with the Senior Manager, Business Operations this position will help implement a demand intake infrastructure across Digital and provide support to Digital Patient Experience governance/steering groups that drive Digital priorities that are mapped to Mass General Brigham's mission-critical strategy and business growth.

Principal Duties and Responsibilities

• Working collaboratively with the Senior Manager, Business Operations, this position supports activities associated with the design, planning, and implementation of a demand-intake infrastructure for all of Digital.
• Develops an understanding of Digital stakeholders' business goals, and identifies how the demand intake infrastructure can best help meet those goals.
• Ensures support for the Digital demand intake infrastructure is established and acts as a resource to other team members to address questions throughout the implementation phase, providing issue resolution and communicating changes.
• Collaborates with the Senior Manager and other Digital leaders to ensure appropriate operational support for the Digital Patient Experience Advisory Committee and Digital Patient Experience steering groups.
• Schedules and facilitates meetings, including creating agendas, providing minutes, and capturing key action items.
• Works with the data/analytics team to provide portfolio reporting for leadership and steering groups to inform portfolio and project progress and prioritization within each program, and to drive on-time project delivery and project scope management.
• With guidance, project manages the Digital Patient Experience portfolio: Collects and documents project statuses, issues, and risks. Communicates and escalates concerns relevant to project deliverables in a timely manner.
• Assists in gathering the necessary information for program scope change requests, identifies project barriers, and provides recommendations on cross-functional prioritization in line with MGB strategy and affordability constraints.
• Works closely with other team members to write and disseminate project documents, action plans, progress reports, and presentations.
• Assists with the creation and maintenance of key team artifacts including timelines and other project templates.
• Participates in the execution of Digital Patient Experience operational activities including but not limited to: communications, training and development, Digital Patient Experience portfolio and virtual care operations transformation activities.
• Use/s 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.
• Other duties and responsibilities as assigned.

Qualifications
Qualifications

• Bachelor's degree required; PMP certification is a plus

• Must have 2+ years of experience providing project management support, ideally in a healthcare setting.

• Experience working with project management software, such as Azure DevOps, Workfront.

• Experience with Help Desk software, such as Service Now a plus.

• Experience in healthcare packaged software (SAAS) implementations and associated methodologies.

• Experience in the design, development, and implementation of Electronic Medical Records.

• Must have experience working with large teams and with driving conversations and decisions across multiple workstreams.

• Strong PC / Microsoft application skills including Word, Excel, SharePoint, Visio, Teams, and PowerPoint.

• Epic experience is a plus.

• Customer services/support experience is a plus.

• A combination of education and experience may be substituted for requirements.

Skills/Abilities/Competencies

• Ability to document and communicate the status of progress against plans, and with guidance, taking corrective action as necessary.

• A suitable level of understanding of project/program management disciplines and tools, and the skills necessary to apply them.

• Strong interpersonal and communication skills, both written and verbal.

• Ability to present to and interact with senior levels of leadership.

• Excellent organizational skills and attention to detail, manage multiple tasks and projects, meet deadlines, follow through, and manage to schedule.

• Able to simultaneously juggle, and successfully deliver, several large (>6mo) projects with a large (10+) number of teams, aggressive schedules, and unclear scope, with guidance.

• Strong innovation capabilities and the ability to think creatively.

• Strong collaboration and team-building skills within, across and outside of an organization.

• High degree of initiative along with the ability to act as a team player.
• Uses logic and a mixture of analysis, experience, and judgment to make sound decisions when faced with problems/barriers to moving projects forward.
• Well-developed research skills.
• Maintain and promote a positive team environment.
• Maintains stable performance under pressure, demonstrating sensitivity to diverse organizational culture.
• Ability to effectively cope with change, remain flexible and adaptable within a fast-paced environment with rapidly changing requirements, and ability to negotiate situations when the big picture is not clearly defined

Working Conditions

The work environment characteristics described here are representative of those an employee encounters while performing the essential functions of this job.

• This position requires occasional local travel to MGB sites, vendors, and/or conferences.

• Hospital work environment working conditions include possible exposure to diseases or infections and may require safety gear (PPE) such as gloves and mask.

• Normal office working conditions. The noise level in the work environment is quiet to moderate.

• While performing the duties of this job, the employee is frequently required to sit; talk; or hear; use hands to finger; handle; or feel; reach with hands and arms. The employee is occasionally required to stand; walk; and stoop; kneel; or crouch. The employee must frequently lift and/or move up to 5 pounds and occasionally lift and/or move up to 20 pounds.

• Specific vision abilities required by this job include close vision, distance vision and depth perception.

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 the law. We will ensure that all individuals with a disability are provided a reasonable accommodation to participate in the job application or interview process, perform essential job functions, and receive other benefits and privileges of employment.

This job has expired.