Senior Director, DOM AMC Clinical Operations (Ambulatory)

Leadership

• During department integration, and in partnership with the Integration Management Office (IMO), leads efforts to evaluate options, design, and implement the appropriate ambulatory administration structure for the combined MGB AMC DOM.
• Provides oversight and guidance on all ambulatory matters within the DOM. Ensures that significant matters are raised to the attention of the appropriate individuals within the DOM, BWH, MGH, and MGB infrastructure.
• In partnership with DOM and BWH/MGH leaders, manages operational and policy violation allegations and investigations.
• Interfaces and coordinates with the AMC Vice President for Ambulatory Operations and team on all matters of DOM ambulatory operations. Works collaboratively with stakeholders as necessary to promote an effective working relationship with the DOM ambulatory community.
• Continuously assesses and improves the efficiency of systems and processes within each area under the Director's purview.
• Serves as the DOM's administrative representative on BWH, MGH, and MGB ambulatory committees as assigned. Ensures that the DOM is communicating with all related operations entities in a consistent voice.
• Develops effective, clear, and precise methods of communicating with the Vice President, and with departmental leaders, clinical faculty, and staff on a regular basis. Ensures appropriate communication of all relevant information to the DOM's ambulatory community and works with clinical directors and division administrators to develop action plans as appropriate.
• Serves as a representative of the organization if/as requested.

Clinical Program Management

• Working with leadership, determines the overall vision, mission, direction, goals, and objectives for the operation of the ambulatory medicine specialty clinics. Participates in the implementation of strategic plans, establishes and achieves long range goals, and ensures that change is implemented in alignment with overall vision and goals.
• Works with appropriate leaders in implementing strategies that support ambulatory excellence, growth, and efficiency that satisfies the needs of patients, referring physicians, and faculty.
• Provides oversight to BWH's ambulatory medicine specialty enterprise, including the indirect management of all practice managers/administrators.
• Reviews the ongoing management of the clinical operations areas of responsibility, discusses and resolves any administrative problems that arise, and directs the planning of improvements in existing clinical services.
• Responsible for coordination of all BWH ambulatory clinical operations - both on-site and off-site - to ensure consistent delivery of services providers and patients.
• Engages in program development efforts in order to support enhanced growth activity throughout the main and extended campuses.
• Oversees initiatives and optimization activities focused on increasing patient access - in support of a more attainable and timely patient experience.
• Directs the development and implementation of process improvement initiatives aimed at improving patient safety and compliance across the continuum of care for ambulatory medicine specialty services. Assures compliance with BWH, JCAHO, OSHA, DPH and state and federal regulations. Leads the involvement of ambulatory medicine specialty services in compliance audits as needed and/or directed.
• Partners with the administrators of the DOM divisions with clinical activity to ensure the provision of high quality, consistent, and productive professional clinical services. As appropriate, supports the development of standards.
• Supports the implementation and ongoing support requirements of the electronic medical record system (Epic). Partners with clinical and administrative leaders to identify, prioritize, implement, and monitor progress of information system enhancements and upgrades, as well as new system introductions.
• Drives the development, testing, and implementation of progressive care models (e.g., telehealth, open access, etc.) in the ambulatory setting.
• Works in coordination with the administrative leadership of Primary Care to ensure communication and coordination with referring colleagues.
• Works in concert with the DOM Education Office to ensure the house staff program effectively coordinates with the needs of the ambulatory medical specialty services.
• Works with division administrators, as appropriate, to ensure a strong and consistent approach to care in the satellite/network.
• Maintains an in-depth knowledge of the changing health care environment and assesses the market's need for clinical services. Monitors and evaluates the adequacy of the existing clinical services and ensures the development of programs and services to respond to the market. Develops, supports, and manages programmatic initiatives for care improvement and cost reduction.

Financial Management (currently BWH only)

• Maintains solvency of all funds (e.g., hospital and departmental) under the Senior Director's purview.
• Partners with the Vice President to prepare annual departmental budgets in the prescribed format for all areas of responsibility. Presents and justifies budget requests to the Vice President.
• Examines, analyzes and interprets financial reports for the purpose of giving advice, preparing statements and projections, and ultimately managing resources. Supervises the activities of subordinates who are responsible for being familiar with and approving all expenditures, assigning cost centers, monitoring compliance with budgets, and identifying and investigating potential problem areas and proposing solutions. Makes recommendations for cost savings based on a thorough understanding of the clinical operations areas of responsibility.
• Establishes and maintains a financial management system to allow accurate, detailed and up-to-the minute reporting of financial status and staffing distribution of all operating accounts.
• Responsible for the cost center fiscal management of all areas of responsibility, including managing to a margin. Establishes and achieves financial goals and measures, monitors, and ensures the on-going financial performance of all areas of responsibility.
• Facilitates effective cost containment practices through monitoring of volume trends, proactive management of capacity (physical and human resource), supplies, service contracts, and professional services agreements.
• Oversees vendor relationships for all clinical operations for all areas of responsibility.
• In partnership with division administrators, prepares analysis and forecasting for introduction of new ambulatory programs/services.
• Provides financial modeling, including substantial break-even program analysis and the ongoing evaluation of existing programs; develops and maintains operational and financial reporting tools for monitoring departmental and divisional activities.
• Ensures that the highest standards of integrity, ethics, control, and confidentiality are always maintained across all financial and accounting matters under the purview of the Senior Director.

Human Resources Management (currently BWH only)

• Supervises/mentors at least four individuals directly; ultimately responsible for >240 ambulatory employees.
• Recruit, retain, develop, and provide managerial and administrative oversight of all staff within the operational areas of responsibility.
• Create a working environment that supports the ongoing professional growth and development of all staff, high morale, and optimal job satisfaction.
• Serve as the primary resource for all administrative issues concerning human resources policy issues for staff in the operational areas of responsibility.
• Facilitate resolution of conflicts and issues that emerge between key clinical and administrative stakeholder groups.
• Provide leadership in the implementation of regular staff meetings, in-service training, and continuing education activities for all areas of responsibility.
• Coordinates with Human Resources on interviewing, hiring, personnel transactions (hiring, salaries, promotions, job descriptions, etc.) and implementation of institutional corrective action policy for ambulatory employees.
• Prepares performance reviews on direct reports and ensures timely completion of performance reviews for all ambulatory staff.
• Takes corrective and disciplinary action, up to and including termination, as necessary to maintain the highest level of staff productivity and effectiveness.
• Reviews workload issues to ensure appropriate staffing.
• Partner with Human Resources to ensure employment relationships, personnel compensation and benefits are implemented in a manner consistent with hospital policies and procedures. Reviews, supports, and ensures salary and wage equity for ambulatory staff.
• In times of transition, supports areas that require interim leadership support.
• Develop, implement, and monitor compliance with policies and procedures mandated by institutional and regulatory entities (e.g. The Joint Commission, Department of Public Health, etc.).

Other

• Develop letters, presentations, announcement, and other written communications as appropriate; all documents must be of the highest caliber of refinement and professionalism.
• Leads or participates in relevant special projects and serves on departmental and hospital committees, as requested by the Vice President.
• Consistently meets all deadlines for deliverables or activities as established by the Vice President and hospital policies and standards.
• Performs other related duties as required and/or assigned.

• 8+ years of hospital operations experience, preferably within an academic medical center.
• Demonstrated track record of successfully leading teams, preferably in a matrixed environment.
• Bachelor's degree required. Master's degree in related field strongly preferred.
• Advanced proficiency in Word, Excel, and PowerPoint is required.

• Outstanding interpersonal skills and ability to handle sensitive human resources issues, especially including conflict resolution among and between administrative/clinical leaders, clinical faculty, and other staff.
• Outstanding organizational skills are necessary to manage many competing timetables and responsibilities. The ability to delegate, effectively supervise, and plan for the timely and successful completion of short- and long-term objectives is essential. The responsibilities of this position require detailed, concentrated effort and constant re-establishment of priorities as well as complex and sensitive decision-making.
• Excellent verbal and written communication skills to communicate effectively with a large and diverse constituency, including senior hospital and departmental clinical leaders, departmental and division faculty and support staff, representatives of other BWH offices, collaborating institution officials, representatives, and vendors.
• The ability to work independently and accurately and concisely disseminate information in both written and verbal formats is required. The ability to independently resolve most problems encountered is essential.
• Ability to manage multiple, competing priorities within the context of a complex and large organization; ability to operate in a matrixed environment.
• Ability to work independently and accurately and concisely disseminate information in both written and verbal formats.
• High degree of analytic ability to manage the financial and human resources aspects of the position.
• Excellent negotiation skills in complex and often sensitive multi-institutional negotiations for agreements and contracts for clinical services and other business relationships.
• Interpersonal relationship skills needed to manage and motivate others; work with many hospital-wide leaders, administrators, and physicians in a positive and collegial fashion.
• Mass General Brigham values: Embraces 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.

The AMC DOM ambulatory leadership team structure is evolving, but at a minimum the Senior Director will directly supervise the following positions:

• Directors, Clinical Operations (Ambulatory) (at least two directors; potentially more as position grows)
• Project Director
• Senior Manager, Patient Access Center
• Other operational leaders as defined by VP, in collaboration with Senior Director

Currently, this role indirectly supervises ~240 positions, including all ambulatory practice managers/staff and patient access center supervisors/staff. That number may grow as the organization structure evolves with integration of the two AMCs.

• Works primarily in-person (currently at BWH) in an office setting but rounds frequently in clinical settings. May occasionally work remotely depending on project work and coverage schedules.
• Attends meetings in and out of hospitals. Requires travel to off-campus locations (currently BWFH and 850 Boylston Street).
• The Senior Director may be expected to split time between the AMCs and their associated sites.
• Is available for early and late meetings and flexible to meet frequent deadlines. Some evening and weekend work will be necessary.

• Accountable for the budget performance of all accounts (hospital and departmental) within the purview of the position.
• Responsible for managing an effective, efficient team of resources, with stewardship.
• Works within legal, regulatory, accreditation and ethical practice standards relevant to the position and as established by BWH/BWFH/BWPO/MGH/MGPO/MGB.
• Complies with appropriate BWH, BWFH, BWPO, MGH, MGPO and MGB policies and procedures.
• Fulfills any training required by BWH, BWFH, BWPO, MGH, MGBPO, and MGB, as appropriate.
• Brings potential matters of non-compliance to the attention of the supervisor or other appropriate staff.