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.
This is a unique opportunity for a healthcare professional with technical aptitude to advance their career with a premier health care employer and a rapidly-growing, highly innovative and high-visibility patient-focused quality initiative. The Mass General Brigham system of hospitals, medical practices and other institutions is anchored by Harvard-affiliated Brigham and Women's and Massachusetts General hospitals, whose clinicians we support every day.
The incumbent will both directly support the Sr. Program Manager as well as the Program Managers who, in turn, support the clinic staff and providers using the Patient Reported Outcome Measures (PROMs) program across the health system. The position will also have the opportunity to directly support the clinics the program serves. The PROMs Implementation team, provides clinical implementation planning, training, and ongoing support to clinics using PROMs questionnaires in the system's EHR to manage patient care and improve care quality.
The incumbent will also support the medical questionnaire development/programming needs of the PROMs team by building questionnaires and associated functionality in the Epic electronic medical record systems a back up to the PROMs build team.
The selected individual must be technology and data proficient. Backgrounds in research or clinic operations are preferred, though not required. Additionally, the individual will have strong training/presentation and customer service ability as they will directly support clinics and regularly will work with staff across the system to support and promote the program's use.
The selected individual will be an important part of the growing team that is working together to implement Patient Reported Outcome Measures (PROMs) across the Mass General Brigham system. The position will offer the chosen candidate excellent exposure to the work of and opportunities in the MASS GENERAL BRIGHAM division of Quality and Patient Experience (QPE), The PROMs team, and MASS GENERAL BRIGHAM eCare/Epic. The selected candidate will expand their skills through exposure to Patient Reported Outcome Measures across the spectrum of medical specialties, the Epic electronic medical record system, patient questionnaire protocols, quality improvement data, and Apple and Windows tablet hardware.
Please note: This position is not an Epic Applications Coordinator. Its Epic-certified build responsibilities are a minority responsibility among a broader total scope of work.
Principal Duties and Responsibilities
Reporting to the Senior Program Manager for Clinical Implementation, and receiving occasional additional direction from the Program Managers for Implementation and Support and the Program Manager for PROMs Development/Build, this position is key in the program's ability to train and support its clinics, while being a key additional resource available for online questionnaire building and build of related PROMs functionality. Over time and given Mass General Brigham's leadership in PROMs work nationally and amongst Epic Systems' customer base; this position has an opportunity to become a thought leader in Epic questionnaire use for PROMs collection and use in medical care.
CLINIC SUPPPORT: The majority of the work of this position is in the implementation, training and ongoing support of clinics and /or hospitals across the health system using the MASS GENERAL BRIGHAM PROM system. Core areas of responsibility include but are not limited to:
• Responsible for supporting Program Managers' role in leading the implementation, configuration, training, proper use and support of the PROMs software and program. o Will travel off site to participating MASS GENERAL BRIGHAM system locations to support implementation and program support needs of the PROMs Program Managers. (Mileage/parking for work-related travel will be reimbursed.) o Working with practice administrators as well as medical staff personnel to provide application setup and program training (remote, and/or on site) o Providing practice-specific workflow guidance and program best practices o Review system reporting of PROMs usage levels at sites and help build and assure continued high usage levels o Providing technical and functional support to end users in person, by phone and online o Maintain positive, supportive relationships with PROMs users personally, in a "help desk" function and by contributing to a potential user community in the future. o Support clinical PROMs users needs related to the Program's iPads and/or escalate to internal or IT staff o Support development or coordination of the development and maintenance of training and other program messaging materials. o Support periodic training and user community events, including supporting the meeting agenda and preparation of materials, registrations, and evaluations as directed by supervisors. • Maintain/update database of clinical users. • Provide absence or peak-load coverage of other team members' responsibilities to other clinics or in areas of team operations such as training, reporting, etc. • Attends weekly team meetings and other department/division meetings to discuss team and project related activities, issues, changes, communications, and updates • Other duties as required
QUESTIONNAIRE DEVELOPMENT: A portion of this position's time will be spent in the timely configuration of online questionnaires and related functionality such as scoring, and triggering of follow-up questionnaires in the Epic system from validated published survey content provided by the PROMs team. Documentation change control management and quality assurance review will also be principal activities as will providing support and advice to colleagues on system functionality and feasibility.
• Work closely with Program Manager to define requirements for questionnaires to be built including but not limited to: o Development and formatting of text o Development of question scoring logic o Mapping of questions and responses for proper alignment of data in database o Configuration of system logic to send patients pre-op and follow-up surveys at specified intervals o Other configuration as additional system functionality allows • Document and validate specifications • Build questionnaire and related functionality on the Epic system (Achievement of successful Epic MyChart and questionnaire certifications will be required) • Support the quality assurance review of questionnaires recently built. • Work closely with MBG eCare development resources and with Epic as needed, to learn about system functionality, facilitate moves of data between development and production platforms, troubleshoot and resolve issues. • Support PROMs team with application and information system knowledge • Complete specific tasks as documented on work plans or in conjunction with management or project manager • Track and resolve issues and action items • Recognize, communicate, and escalate concerns relevant to critical path and/or timeline in a timely manner. • Create and maintain all required system design and build/change documents • Analyze business processes required to ensure proper system configuration • Attend weekly team meetings to discuss team and project related activities, issues, changes, communications, and updates • Contribute to preparation of testing protocols and materials and performs unit, system, and integrated testing tasks • Be a resource for product development information to Epic as the MASS GENERAL BRIGHAM PROMs program is among their leading national customers in the collection of PROMs. Other duties as required
• Bachelor's degree required in Business, IT, Healthcare, or related field or equivalent combination of education and experience. • Must have a 1-3 years of experience with one or more of the following: clinic patient care workflows, medical research, online questionnaire development, database/data table development, work in configurable CRM's, EHR's, or a similar enterprise resource/system or analogous work. • Experience in clinical research is a plus. • Experience in developing implementing and integrating business processes helpful. • Must obtain Epic MyChart and questionnaire certifications as required by the program.
• Must be technically proficient, though need not be not a technician by trade. • Must be proficient in the Microsoft Office suite of products, including Word, PowerPoint, Visio, Excel and other Windows and web-based programs. • Familiarity with Apple iPads and the IOS operating system is helpful • Interest in healthcare and the use of technology to evolve clinical care. • Basic understanding of medical practice patient flow helpful. • Basic understanding of the use of business or medical software, software development and/or patient surveys and survey data helpful • Should have prior experience in dynamic, growing organizations and demonstrable desire and ability to both support and add to a growing program and key corporate initiative. • Must be capable of working independently and able to exercise discretion. • Spanish language proficiency helpful though not required. • Must possess excellent interpersonal and business writing and communication skills and professional demeanor with excellent attention to detail and follow through, a proactive approach to problem-solving, high functioning organizational and multi-tasking skills. • Strong work ethic, industrious. • Successful in working as a collaborative team to deliver a high level of support to peers and to customers.
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.
MGH Institute of Health Professions, founded by Massachusetts General Hospital in 1977, is an innovative and independent graduate school in Boston that is a member of Partners HealthCare. A progressive leader in developing comprehensive models of health care education, the MGH Institute prepares advanced practice professionals in the fields of nursing, physical therapy, occupational therapy and communication sciences and disorders through a distinctive combination of academic study, clinical practice, and research. More than 1,200 students are enrolled in graduate level and certificate programs, with an increasing number of courses available online. The Institute is accredited by the New England Association of Schools and Colleges (NEASC).