Director of Operations, Primary Care

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 work stems from Mass General Brighams unified system strategy to bring health care closer to patients while lowering total health care costs. The Medical Group provides a wide range of offerings including primary care specialty care behavioral and mental health and urgent care both digitally as well as at physical locations in Massachusetts New Hampshire and Maine. The group also offers outpatient surgery and endoscopy imaging cardiac testing and infusion. We share the commitment to delivering a coordinated and comprehensive experience across all locations ensuring the appropriate level of care is available to every patient across our care delivery sites.

We are seeking an experienced mission driven Director of Operations to lead day to day and strategic operations for a multi-site Primary Care portfolio in the following towns in the Metrowest and South Shore region of Massachusetts: Medford Westwood Weymouth Hingham Scituate and Pembroke. The role will partner closely with senior leadership of the Medical Group physician leaders and local practice management to improve access drive quality standards steward resources and enhance coordinated community-based care for our patients. This role also involves collaborating with leaders from various cross functional teams and specialties across the Medical Group and the broader Mass General Brigham (MGB) system to drive strategic initiatives and deliver exceptional patient care.

This is a hybrid leadership role with the expectation of regular on-site presence across practices and presence at 399 Revolution Drive in Somerville (Assembly Row Main Building) as needed.

Job Summary

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 organizations mission and performance goals.

Does this position require Patient Care No

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
Bachelors degree in Healthcare Administration Business Administration Nursing or Related Field of Study required

Masters Degree Related Field of Study preferred

Can this role accept experience in lieu of a degree
Yes

Experience
5-7 years leadership experience in healthcare operations patient experience or service line management required

3-5 years experience in managing multi-disciplinary teams improving operational processes and leading culture or experience-focused initiatives required

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.

The ideal candidate is a proactive problem-solver who thrives on organization accountability and collaborationsomeone who can integrate vision with execution support a positive culture and lead our practice operations toward operational excellence.

Hybrid

399 Revolution Drive

40

Regular

Day (United States of America)

Pay Range

$121908.80 - $177351.20/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 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 Veterans 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 .

Mass General Brigham Competency Framework