About UsAs 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.
General Overview The Quality and Patient Experience (QPE) department delivers on the Board's vision to advance a culture of treating patients with dignity, respect and equity; within our institutions and in the communities we serve; promote a reliable, consistent, and coordinated care experience across institutions; and achieve the best clinical outcomes possible. Seeking experienced healthcare professional with project management and analytic skills to design and implement programming and infrastructure that supports the access of all patients, to healthcare information and healthcare professionals, in their primary language. The successful candidate will have excellent interpersonal, leadership and management skills, professional maturity, attention to detail and analytic competence. The Program Manager will work closely with a newly created team, reporting to the Mass General Brigham's Associate Chief Quality Officer, tasked with generating rapid and sustained improvements in delivery of multilingual content on all patient facing platforms (from personnel to patient portals) resulting in equal health outcomes for all patients regardless of race, ethnicity or language.
Principal Duties and Responsibilities • In concert with the Program Director of Health Equity and the Associate Chief Quality Officer, this person will lead Mass General Brigham's enterprise efforts to improve patient health equity and quality and its related work, with a focus on multilingual resources for all patients, and all encounters (in person, virtual, telephonic). This includes interpreter and translation services.
• Guide a team to secure, inventory, design and manage an enterprise system for translating healthcare information for patients.
• Guide a translation specialist to support and manage a process for efficiently translating clinical content.
• Recruit, train, organize and guide a team of central interpreters who supplement MGB clinical settings' needs for interpreter services.
• Manage the selection process and subsequent selection and relationship with a vendor for providing 24/7 interpreter coverage.
• Design, monitor and report on key performance indicators of success in the delivery of multilingual services across the Mass General Brigham enterprise.
• Support interventions that improve patient outcomes hindered by language barriers.
• Support the education of staff on cultural competency of providers and administrative personnel to ensure a culture of inclusion for all patients regardless of race, ethnicity or language.
• Measure and share variations in patient outcomes based on race, ethnicity, language.
• Other work as assigned.
Qualifications Qualifications• Bachelors degree and 7+ years of experience OR Masters degree and 5+ years of experience
• Experience in quality improvement, healthcare consulting, policy analysis, or quality/financial data analysis and reporting preferred.
• Experience in clinical project management, consulting or clinical/financial data analysis preferred.
• Experience with Epic a plus.
• Familiarity with Virtual Healthcare delivery and concepts a plus.
Skills/Abilities/Competencies• Project Management: Excellent organizational skills, attention to detail and ability to work autonomously. Ability to set priorities and vision, manage multiple tasks and projects, and set, and meet, deadlines.
• Strong oral and written communication skills, with the ability to drive consensus and distill complex topics into key takeaways and pointed questions for a variety of individuals and audiences throughout the organization.
• Strategic Thinking and Facilitation: ability to think about strategic problems, generate and present options, and facilitate consensus and decision-making among constituent clinical, operational, and/or executive leadership. Ability to set priorities, coordinate multiple tasks, and meet deadlines.
• Ability to develop effective relationships with a broad array of people (different levels of management and clinical experts).
• Strong visualization skills, including developing programmatic scoring algorithms, clinical and financial performance summaries, and analytics findings.
• High degree of initiative and enthusiasm for learning new concepts and working with new tools and sources of information.
• Demonstrated commitment to health equity, antiracism, social justice causes, or community development.
• Multilingual candidates strongly encouraged to apply.
• Strong PC / Microsoft application skills including Word, Advanced Excel, PowerPoint, and Outlook. Experience with SQL and Tableau or other data visualization software preferred.
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.
Partners Healthcare System Inc. is acting as an Employment Agency in relation to this vacancy.
