High Reliability Organization Operations Manager-(3314765) - Partners Healthcare System

General Overview

Mass General Brigham is beginning a years-long journey to become a High Reliability Organization (HRO) principles in order to improve our quality performance so that we can deliver the best medical care for our patients.

The HRO Operations Manager will directly support and report to the Clinical Director of High Reliability within the MGB Office of the Chief Medical Officer. This individual will oversee the team responsible for implementing HRO training and unit based quality rounds in the hospitals and clinics. In addition, the Operations Manager will lead the tracking and coordination of major strategic initiatives across the OCMO within the areas of Effectiveness, Safety, Clinician & Patient Experience, and Community Health & Health Equity. They will support the rollout of HRO and broad quality transformation work across the enterprise in order to better execute a single system strategy that enables MGB to continuously elevate the quality of care we provide to patients and families.

Principle Duties and Responsibilities

The principle duty is to support the Clinical Director of High Reliability in the execution of quality transformation work across the enterprise.

High Reliability Rollout

• Support the Clinical Director of High Reliability in the continuous improvement of Equity-Informed High Reliability training modules/approaches
  
• Responsible for organizing the logistics of EI-HRO training of all MGB employees and Board members, including identifying role groups and organizing a schedule of training that meets the needs of each role group
  
• Establish process for ongoing support of MGB leaders in the rollout of high reliability approaches after training completed
  
• Partner with the communications team to disseminate key information to various stakeholder groups across the enterprise regarding HRO roll out and progress
  
• Develop approach to assess the status of our high reliability journey including metrics to document our journey to high reliability

Unit Based Quality Rounds

• Lead the organization of unit based quality rounds across inpatient and ambulatory spaces
  
• Work with clinical leadership to create the enterprise rollout plan, including order of clinical units based on patient and operational needs
  
• Support all aspects of unit quality rounds, including scheduling/planning logistics, creation of data scorecards and education of unit clinical leaders (nursing, medical) on the conduct of rounds using high reliability principles
  
• Liaison with OCMO clinical leadership on gap identification for quality metrics to transmit back to unit clinical leaders
  
• Assist in establishing a new approach to clinical process improvement at MGB; support the activities necessary to roll out and sustain new approach at the unit level including support of clinical staff in the conduct of clinical process improvement approaches

OCMO Performance Management

• Assist in the process of creating a strategy to engage hospital Boards in the quality transformation; implement processes to ensure appropriate governance structures and processes are in place, manage and maintain those processes once implemented
  
• Oversee preparation of materials for Quality Board subcommittee meetings
  
• Support preparation materials for key OCMO leadership meetings
  
• Participate in the design and implementation of formative and summative evaluations of OCMO goals and strategic programs. Support end-user teaching/training on OCMO dashboards as needed
  
• Liaise with key hospital leaders and project teams to communicate OCMO strategy, policy and measurement activities
  
• Identify areas of opportunity for alignment within the OCMO, partner with appropriate OCMO leaders to execute alignment work as needed
  
• Hold hospital and enterprise OCMO leaders accountable for project timelines, goals, deliverables, budgets and communication efforts related to the quality transformation

General

• Use/s 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
  
• Other duties as assigned

Qualifications

• Bachelor’s Degree required in related field
• 3 to 5 years prior experience in the education and conduct of clinical process improvement (LEAN or other approaches)
• 3 to 5 years prior experience in field related as an analyst or project manager
• Strong interpersonal skills to enable collaboration across MGB enterprise
• A combination of education and experience may be considered

Skills, Abilities and Competencies

• Will need to demonstrate Mass General Brigham’s Leadership Competencies for both Performance Focused Leadership and People-Focused Leadership
  

Performance Focused:

▪ Customer/Patient Focus: Building strong customer/patient relationships and delivering customer/patient centric solutions
▪ Manage Complexity: Make sense of complex, high quality, and sometimes contradictory information to effectively solve problems
▪ Cultivate Innovation: Create new and better ways for the organization to be successful
▪ Ensure Accountability: Holding self and others accountable to meet commitments
▪ Learning Agility: Actively learn through experimentation when tackling new problems, using both successes and failures as a learning folder

People Focused:

▪ Drive Equity and Inclusion: Recognizes the value that different perspectives and cultures bring to an organization
▪ Build Effective Teams: Build cohesive teams that apply their diverse skills and perspective to achieve common goals
▪ Collaborate: Build partnerships and work collaboratively with others to meet shared objectives
▪ Communicate Effectively: Develop and deliver multi-mode communications that convey a clear understanding of the unique needs of different audiences
▪ Instill Trust: Gain the confidence and trust of others through honesty, integrity and authenticity

Supervisory Responsibilities:

• 5-10 FTEs project managers (expected to grow over time)

Fiscal Responsibility:

• Oversee budget for High Reliability team
  
• Demonstrates fiscal responsibility by effectively using Mass General Brigham resources

Frequent local travel to Mass General Brigham sites

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. We will ensure that all individuals with a disability are provided a reasonable accommodation to participate in the job application or interview process, to perform essential job functions, and to receive other benefits and privileges of employment.