The MGH/MGPO Access Center within the Center for Ambulatory Services (CAS) supports strategic operations of the Massachusetts General Hospital and the Massachusetts General Physician Organization to improve access and service to patients and referring providers seeking care at our organization. In partnership with the Access Center Manager, the Project Manager will lead assigned projects to support the mission and core functions of the Access Center team, including standardizing and optimizing Access Center workflows, implementation of essential Access Center technologies and new client department preparation and launches. The incumbent will be responsible for working collaboratively with leaders across the Center for Ambulatory Services, Performance Improvement division and partner organizations to ensure that all Access Center efforts are coordinated and meet the goals of all stakeholders.
The Project Manager will lead assigned projects within the Access Center with oversight from Access Center and CAS leadership. Responsibilities will include but are not limited to creating project planning and support to meet Access Center strategy, manage performance of assigned projects and monitor project for staff and stakeholders, and advance the processes that enable the optimum performance of assigned projects and resources.
This position requires strong skill and ability in project management with demonstrated experience working on large, complex projects and the ability to lead multiple concurrent projects. Excellent and independent judgement, communication skills and the ability to work effectively within a matrixed organization are a must. Also required are exceptional organizational skills, including effectively developing work places, meeting deadlines and managing projects and teams within a fast-paced healthcare environment.
Roles and Responsibilities
In partnership with Access Center leadership, assesses project requests for viability and need.
Partners with stakeholders to develop, monitor and execute plans to ensure that workflows and practice operations support Access Center goals at the practice, clinical service and organization level.
Builds strong working relationships with stakeholders and team members.
Independently anticipates needs of all stakeholder groups and identifies and brings forward new ways to solve problems.
Provides analytic, project management and staff support to MGH/MGPO Access Center
Manages assigned operational performance and improvement projects related to Access Center services, specifically, new client department preparation and onboarding, technology procurement and integration, process optimization, and other client operations-focused initiatives
Develops, communicates and hold assigned project staff accountable for project timelines, key performance indicators, and project deliverables
Manages communication plans to keep clients apprised of progress and challenges
Collaborates with clients and stakeholders to ensure deliverables are met, including serving as a point person for project team to evaluate and present issues for escalations
Partners with Access Center leadership to keep them apprised of project status; receive and disseminate information, updates and direction to project team.
Utilizes processes and work systems that enable optimum performance of the project team including but not limited to standardized approach and tools for project management and productivity communications
Analyzes available data and identifies opportunities for improvement and impediments to meeting targets.
Facilitates requests for data and works with analytic partners to meet stakeholder needs
Monitors project requests and activities across the Access Center.
Identifies future project opportunities through ongoing dialogue with Access Center, CAS and client department leadership
Collaborates with partner organization and department leadership, evaluates and recommend new techniques, tools and strategies for project management as well as operational improvements for the Access Center. Provides input to Access Center leadership regarding new programs, tools and other resources needed to support client departments
Collaborates with project managers across the Performance Improvement Division (Ambulatory Management, Capacity Management and Access Center)
Provides assistance with service recovery and escalation of issues related to their portfolio.
Collaborates with departments on specifics around referral management and access measures, including activity, access to appointments, service measures, and others.
Develops communications and presentations to inform MGH/MGPO leaders, department leaders and others of current initiatives. Works to engage the necessary support in these efforts.
Assists practices/departments in leveraging all available resources related to referral management.
Participate in projects, meetings and other responsibilities as assigned.
Bachelor's degree required, preferably in healthcare, business, or related field. MBA, MPH or MHA preferred.
Advanced knowledge and demonstrated exceptional skillin managing departmental or institutional projects; able to implement standardapproach and strategy with team members and practices.
Demonstrated ability to effectively manage projectsand project key performance indicators on projects that are very large in sizeand complexity, including interdepartmental in nature
Strong organizational skills in a deadline driven environment;ability to organize time and priorities effectively, asking for direction whenappropriate.
Exceptional ability to prioritize multiple tasks andprojects to meet team objectives and deadlines.
Self-directed and displays good judgement; transparencyand sharing of work and knowledge.
Ability to establish and cultivate constructive clientrelationships; effective at participating in team-building activities.
Excellent interpersonal/communication and presentationskills. Ability to interview stakeholders, job applicants and others toacquire necessary information to support projects.
Judgement and discretion in interacting with providersand management on sensitive and confidential issues.
Strong analytical skills to appropriately evaluateprojects, project requirements and team performance.
Ability to lead teams and collaboratively providefunctional guidance and feedback to others.
Understanding of financial elements of projectmanagement, including budgets, cost-effective resource utilization and expensetracking.
Strong understanding of data management andapplications for use within the practice environment including summarizing andpresenting data and next steps; knowledge of process mapping and workflowmapping.
Proficient in Microsoft Office (Word, Excel, Access,OneNote, PowerPoint).
Massachusetts General Hospital is an Equal Opportunity Employer. By embracing diverse skills, perspectives and ideas, we choose to lead. Applications from protected veterans and individuals with disabilities are strongly encouraged.