Program Manager, Ambulatory Capacity Management-(3308361) - Partners Healthcare System

The Opportunity

The MGB Ambulatory Capacity Management (ACM) department supports strategic operations of Mass General Brigham physician groups to manage and optimize provider schedules with the goal of helping ambulatory departments achieve access and scheduling goals. The ACM department’s primary responsibilities include managing and optimizing provider templates, consulting with practices to design and build effective Epic decision tree and other scheduling build, and to analyze demand and capacity data to create actionable recommendations for improvement.

Reporting to the ACM Manager, the ACM Partnership Lead is tasked with developing strong partnerships with colleagues across the MGB enterprise, including acting as the primary liaison for clinical department stakeholders and the centralized ambulatory scheduling support functions. The role will also interact regularly with project managers, Epic application teams, and data/analytics teams across Mass General Brigham.

Principal Duties and Responsibilities

• Key duties include identifying partnership opportunities, developing strategies, negotiating agreements, managing relationships, coordinating with internal teams, and monitoring partnership performance.
• Collect, plan and run agendas for all partnerships within an identified portfolio in the ACM book of business.
• Ensure appropriate stakeholders are involved and engaged in ongoing partnership meetings and collaborative governance.
• Manage development and prioritization of agenda items, with input and collaboration with other ACM teams, and clinical department stakeholders.
• Lead internal planning meetings.
• Prepare and develop materials required for effective meetings.
• Responsible for ensuring clear, concise slides/other materials to meet the goals of the meeting/decision-making required to advance the work.
• Responsible for accessing and leveraging subject matter experts within and outside of ACM to ensure the appropriate materials and participants are included for effective discussion and decision-making.
• Document and report any escalations to ACM leadership and others as appropriate.
• Responsible for ensuring action items are assigned, tracked and completed; in alignment with agenda planning.
• Act as an escalation point for ACM with clinical department leadership in all ambulatory divisions across M Mass General Brigham that have identified partnerships with ACM. These consultative relationships are meant to advise senior leaders on how to interpret analytical data and make technical adjustments to improve access to provider schedules.
• Manage communication plan to keep leadership and clinical department stakeholders apprised of SLAs, key performance measures and priorities for partnership. In conjunction with ACM Epic Build & Release Planning Manager, communicate build cycles and timelines, opportunities for improvement through new technology or operational redesign efforts.
• Build and maintain effective relationships with practice leaders. Establish relationships with clinical department stakeholders and other management personnel sufficient to ensure effective communication regarding health of collaboration and future direction of joint work efforts.
• Participate in projects, meetings and other responsibilities as assigned.

Qualifications

• Bachelor’s degree or equivalent related experience required. Master’s degree in healthcare management, public health or related field preferred.
• Minimum of 5 years of experience in healthcare clinic operations with familiarity with EHR scheduling workflows.
• Exceptions may be made for candidates with less experience possessing exceptional skills and expertise.
• Experience facilitating and coordinating meetings with various diverse functional groups and stakeholders in person and virtual.
• Ability to generate and encourage creative ideas, innovative thinking, and imaginative solutions to issues or problems.
• Proven track record of maintaining the highest standards of performance, quality, credibility, and integrity.
• Strong/Advanced computer skills required.
• Technical aptitude to fully understand and obtain the knowledge required to effectively collaborate with Ambulatory Operations & Services colleagues and Digital Team counterparts.

Skills, Abilities & Competencies Required

• Demonstrated ability to interact with all members of the organization in ways that enhance understanding, respect, cooperation, and problem solving.
• Direct experience with customer relations, problem solving and conflict management.
• Excellent interpersonal skills required along with experience in working with multi-disciplinary groups.
• Excellent attention to detail.
• Strong analytic and decision-making abilities.
• Proficient to expert level Excel user.
• Knowledgeable and comfortable with Visio.
• Strong communication skills- written, verbal, and listening.
• Ability to generate and encourage creative ideas, innovative thinking, and imaginative solutions to issues or problems.
• Proven track record of maintaining the highest standards of performance, quality, credibility, and integrity.

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