Job Description: Administrative Director

Mass General Brigham Global Patient Services represents the new systemwide initiative to provide leading clinical care to patients from around the world.  This exciting new business initiative combines a broad set of existing capabilities, with a new focus on patient access.  With a significant investment in this program, MGB plans to enhance patient experience by developing and improving the services offered to international patients and driving broad-based business growth.

The Administrative Director, located at Massachusetts General Hospital will be responsible for overseeing day-to-day operations of the International Patient Center implementing access and care coordination of traveling patients, budget development and staff management at both MGH and Mass Eye and Ear,  This leadership role reports to the MGB Executive Director of Operations for Global Patient Services, has accountability to the leadership at the Hospitals, and a collaborative relationship with Patient Access Services and ambulatory operations leadership. Working in close collaboration with hospital-based care and Global Patient Services teams, the incumbent oversees multi-functional teams of patient-facing functions including high touch and sales-oriented intake, scheduling and coordination, case management,  language services coordination, and online virtual care that could be part of a patient care journey.   A critical player within the leadership team, the incumbent leads a highly skilled, multi-lingual team of professionals who work together with hospital-based staff.   He/she/they demonstrates excellent judgment and relationship skills, interacting successfully with all levels of personnel across the hospitals and the Mass General Brigham (MGB) system, including but not limited to physicians, clinical leaders, and finance personnel. He/she/they model organizational teamwork and collaboration across all areas and serves as a critical interface with system and hospital leaders for interdepartmental issues.   

Incumbent actively collaborates with international leaders across the MGB system to drive more coherent approaches to service and care delivery. 

This role is a champion for outstanding experiences at all touchpoints, advocating for traveling patients and their referring entities in all settings and implementing processes that represent best practice and innovating to meet the needs of this unique patient population. 

Strong leadership, discretion and excellent judgment, superior organizational and communication skills, the ability to prioritize and complete a wide range of tasks and the experience needed to handle confidential patient information.  It also requires high degrees of diplomacy and international savvy.  Leads, recruits and hires, motivates, and inspires to excellence a team of multilingual, multicultural operational staff, and staff serving as client ambassadors. Uses highest levels of judgment to coordinate/delegate as appropriate to team members and hospital-based colleagues.  Personally manages select patient cases as needed. Exhibits  diplomacy, kindness and compassion and provides outstanding service to patients, their family members, referrers, and other staff while working under deadlines, scheduling constraints, and urgent clinical and/or patient personal needs

OPERATIONS MANAGEMENT

Provides leadership, organizational structure and management for efficiency and day-to-day operations. In tandem with hospital-based Global Patient Services staff,

• Provides clear channels of communication, delegation, and accountability for effective supervision and problem-solving.
• Makes day-to-day administrative decisions consistent with the missions of the department and the hospital and general management principles.
• Establishes clear and reasonable productivity standards for operation performance monitoring and evaluation.
• Advocates for an outstanding patient, referrer, and family experience across all touchpoints, and implements creative solutions to ensure its delivery

PROGRAM MANAGEMENT

Provides direction and expertise in developing programs to support the initiatives of the department.  In tandem with hospital-based staff,

• In tandem with hospital-based staff, optimizes space and provides equipment recommendations to support the programs.
• Works in conjunction with Patient Experience team to ensure patient and referrer satisfaction
• Serves as a champion for the outstanding patient- and referrer-experience, advocating for and implementing care and service delivery enhancements
• Provides proper supervision, environment, and reporting structure to assure productivity, performance, and well-being of the team. Creates an environment that encourages productivity, job satisfaction, and a positive attitude. Ensures proper orientation of employees to their jobs, adequate supervision, and productivity monitoring. Executes personnel functions such as hiring, performance, evaluation, counseling, corrective actions, terminations, etc.
• Ensures adherence to Hospital’s Human Resource policies and procedures.
• Provides direction and expertise in managing training programs to support the Global Patient Services team including, but not limited to compulsory training, customer service, etc.
• Ensures that all staff is trained, competent, and evaluated yearly in compliance with all established Human Resource policies and procedures. Maintains appropriate documentation.

Other Responsibilities

• Performs/coordinates special projects as may arise from time to time.
• Serves as Center’s representative on institutional projects/committees as requested.
• Flexible attitude and ability to support like roles across the health enterprise