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.
Job Summary
The patient experience improvement project manager supports the enhancement and improvement of overall patient experience for MGB. Under the direction of the director of patient experience, the improvement project manager will support the identification of opportunities to inform overall strategic goal setting. The improvement project manager supports the development and implementation of improvement initiatives which align with MGB’s patient experience strategy and goals. The improvement project manager will work closely with the director of patient experience in supporting site and local leadership to assure alignment of patient experience strategy and goalsEssential Functions
• Identifying trends, patterns, and improvement opportunities through review of patient feedback data.
• Facilitates identification of improvement opportunities or other performance related key takeaways for floors/clinics in patient experience. Work with Director in messaging to leadership.
• Execute, document, and share site and floor observations to gain insight of best practices and drivers of patient experience results.
• Supports local site meetings to support the guidance and / or implementation of interventions.
• Tracks effectiveness of interventions by consistently reviewing patient experience outcome data and feedback.
• Maintain and deliver training programs for staff on best practices for patient interaction and service recovery.
• Maintain, and implement service excellence / recognition programming.
• Help build and maintain patient experience guideline repository including best practices, interventions and trainings focused on improvement, will require review of evidence based and industry standard research.
• Supports special projects relating to enterprise patient experience initiatives.
• Interfaces with patient experience measurement team to gather required data supporting rigorous improvement cycles.
• Plans, execute, and delivers projects and deliverables on time, ensuring alignment with organizational goals, stakeholder expectations.
• Create regular communication materials for key constituencies; prepares reports for department leaders and stakeholders.
• Make presentations related to projects at the department or hospital level for informational awareness and to support PE goals.
• Supports ongoing maintenance of patient experience websites, social media and intranet sites with storytelling, statistics and other information.
• Support HRO rounds as needed
• Other duties as assigned
• Will be required to travel regularly to sites within the MGB network for observations and feedback
• Develops comprehensive project plans and monitors and manages multiple projects from initiation through completion.
• Secures required resources and uses formal processes and tools to manage resources, budgets, risks, and changes.
• Manages projects to ensure on-time completion, within specifications, and within budget.
• Communicates regularly on project status with project stakeholders.
• Owns project plans for multiple large-scale projects.
• Provides guidance to project coordinators and project managers.
• Identifies potential risks early, analyzes the possible impact, and develops mitigation strategies.
Qualifications
Education
Bachelor's Degree Related Field of Study or equivalent years of experience required, Master's Degree Related Field of Study preferred
Experience
- 5-7 years of project management experience required
- 0-1 years of team leadership experience required
Knowledge, Skills and Abilities
- Excellent project management skills, including the ability to plan, organize, and execute projects effectively.
- Ability to collaborate effectively with healthcare professionals across multiple disciplines and experiences.
- Excellent communication skills, both written and verbal, with the ability to communicate complex technical concepts to non-technical stakeholders.
- Proficiency in project management software.
- Excellent analytical and problem-solving abilities.
- Ability to adapt to a fast-paced environment and manage multiple projects simultaneously.
Additional Job Details (if applicable)
Remote Type
Work Location
Scheduled Weekly Hours
Employee Type
Work Shift
Pay Range
$79,560.00 - $115,720.80/AnnualGrade
7At 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 package. In 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.
EEO Statement:
At Mass General Brigham, our competency framework defines what effective leadership “looks like” by specifying which behaviors are most critical for successful performance at each job level. The framework is comprised of ten competencies (half People-Focused, half Performance-Focused) and are defined by observable and measurable skills and behaviors that contribute to workplace effectiveness and career success. These competencies are used to evaluate performance, make hiring decisions, identify development needs, mobilize employees across our system, and establish a strong talent pipeline.
Skills Required
- Bachelor's degree in a related field or equivalent experience
- Master's degree in a related field
- 5-7 years of project management experience
- 0-1 years of team leadership experience
- Proficiency with project management software
- Excellent written and verbal communication skills
- Ability to collaborate with multidisciplinary healthcare teams
- Strong analytical and problem-solving abilities
- Ability to manage multiple projects in a fast-paced environment
- Ability to travel regularly to sites within the MGB network
What We Do
Mass General Brigham is an integrated academic health care system, uniting great minds to solve the hardest problems in medicine for our communities and the world. Mass General Brigham connects a full continuum of care across a system of academic medical centers, community and specialty hospitals, a health insurance plan, physician networks, community health centers, home care, and long-term care services. Mass General Brigham is a nonprofit organization that is committed to patient care, research, teaching, and service to the community. In addition, Mass General Brigham is one of the nation’s leading biomedical research organizations and a principal teaching affiliate of Harvard Medical School.
