Vice President, AMC Ambulatory Operations

As a not-for-profit organization, Mass General Brigham (MGB) is committed to supporting patient care, research, teaching, and service to the community by leading innovation across our system. Founded by Brigham and Women's Hospital and Massachusetts General Hospital, MGB supports a complete continuum of care including two academic medical centers, community and specialty hospitals, a managed care organization, a physician network, community health centers, home care and other health-related entities.

Under the leadership of the BWH and MGH Chief Operating Officers (COOs), the Vice President of AMC Ambulatory Operations (VP) serves as the senior executive for ambulatory operations across BWH and MGH (the "AMCs"). The VP serves as the primary executive and the hospital executive partner to the AMC Senior Vice Presidents of Department Operations and AMC Department Chairs in their leadership of, and pursuit of excellence in, clinical ambulatory services within their respective departments. Specifically, the VP oversees:

• Ambulatory Site Management

o Clinic Management of shared multi-use clinic space (that is not overseen by a department or center)

§ Concierge Care

§ On-campus and off-campus multispecialty ambulatory clinics/sites:

• BWH - Hale Specialty Clinics

• 850 Boylston

• Danvers

• Foxborough

• Waltham

• Westwood

o Regional Facility Management

• AMC Ambulatory Management Infrastructure

o Communications

o Data Analytics

o Customer relations database

• Ambulatory Performance Management

o Access

o Care Continuum Support

o Patient Experience

o Performance Improvement

• Ambulatory Standards

o Emergency Preparedness Coordination

o Practice Expectations & Standards

o Regulatory Readiness (CMS; DPH; TJC)

The VP works in close partnership with the MGB VP of Ambulatory Care Transformation, SVPs of Departmental Operations, the department administrators, and the BWH and MGH SVPs of Hospital Operations and the facilities, perioperative, and procedural leaders. In addition, the VP works in close partnership with leadership in the Office of the Chief Medical Officer and the Office of the Chief Nursing Officer.

The VP is responsible-directly, or in partnership with senior leader colleagues and/or clinical leaders-for a number of ongoing, broad organizational requirements, including:

• Ensuring that competent, efficient, and coordinated patient care is uniformly provided to patients in ambulatory, inpatient and community settings;

• Ensuring that all educational programs meet institutional and outside regulatory requirements;

• Ensuring that all research initiatives are appropriately supported;

• Directing and developing the organization of services and programs within the scope of responsibility of the VP;

• Managing all operating and capital budgets for the AMCs within the purview of the VP;

• Leading the management team within the VP's enterprises toward attainment of identified short- and long-term goals and objectives;

• Advancing the institution's commitment to diversity, equity, and inclusion;

• Executing strategies and plans designed to achieve the institution's strategic objectives; and

• Collaborating with other institutional leaders to meet MGB strategic goals and objectives.

• Partnering with departmental leaders to optimize ambulatory revenue cycle.

Reporting to the COOs, the VP is ultimately accountable for the overall administrative and strategic leadership, operating results, and financial performance of the applicable areas, and serves as an institutional leader across the AMCs.

PRINCIPAL DUTIES AND RESPONSIBILITIES:

Leadership

• In partnership with the COOs, determines the overall vision, mission, direction, goals, and objectives of the areas of oversight. Directs the strategic planning process, establishes and achieves long range goals, and ensures the implementation of strategic business plans that are aligned with the hospital's vision, strategic plans, and goals.

• Serve as a critical leader in MGB's Enterprise Asset Management efforts - leading performance improvement initiatives, presenting data and trends across the AMCs, and working to optimize volume, utilization, and year-over-year performance.

• Ensures collaborative administrative relationships within the AMCs and across the MGB system. The VP acts in the best interest of the AMC-wide and MGB-system outcomes.

• implements policies and procedures consistent with the MGB policies. Assesses administrative and financial needs and revises policies and procedures to meet changing needs.

• Evaluates, initiates, and implements various systems and procedures, and revises as necessary to maximize efficiency.

• Serves as a resource for resolution of administrative questions, issues, and problems.

• Works with management staff and representatives from other areas to evaluate, initiate, and implement systems and procedures and revises as necessary to improve and maximize efficiency.

• Continuously assesses and improves the efficiency of systems and processes, and overall expense management.

• Develops effective, clear, and precise methods of communicating with the COOs, and with hospital and physician leaders, faculty, and staff on a regular basis.

• Keep current regarding trends and developments in the health care field.

• Serve as a representative of the organization if/as requested.

Service Management

• In partnership with physician, nursing, and operational leadership at each site, supports the provision of harmonious, collaborative, safe and high-quality care and the timely and efficient use of the ambulatory assets.

• Directly oversee the AMC's ambulatory activities, related to:

o Site Management

§ Clinic Management of shared multi-use clinic space (that is not overseen by a department or center)

§ Concierge Care

§ On-campus and off-campus multispecialty ambulatory clinics/sites:

• BWH - Hale Specialty Clinics

• 850 Boylston

• Danvers

• Foxborough

• Waltham

• Westwood

o Regional Facility Management

o Performance Management

§ Access

§ Care Continuum Support

§ Patient Experience

§ Performance Improvement

o Standards

§ Emergency Preparedness Coordination

§ Practice Expectations & Standards

§ Regulatory Readiness (CMS; DPH; TJC)

• Reviews the ongoing management of applicable Ambulatory Services, discusses and resolves any administrative problems that arise, and directs the planning of improvements in existing clinical services.

• Ensures planning and design of well-designed space that supports efficient, patient-centered care.

• Capacity

o Analyzes data to understand the drivers of capacity; uses formulas and modeling to impact more efficient patient throughput.

o Optimizes value by encouraging use of data to drive decisions, depersonalizing processes and allowing clinical and administrative staff to actively engage in process improvement activities that reduce cost and improve revenue.

o Supports implementation of process improvement pilots where the goal is effective management of patient capacity.

o Coordinates with clinical leaders to implement standards to ensure the effective coordination of optimal patient placement.

• Quality & Compliance

o Works in concert with the medical and nursing leadership to maintain the highest of quality and safety standards.

o Co-leads, with medical and nursing leadership, interdisciplinary initiatives with nursing, clinical support services, clinical faculty, and ancillary service to ensure safe, predictable, efficient and effective delivery of applicable Ambulatory Services.

o In collaboration with interdisciplinary hospital, physician, and nursing leaders, directs the development and implementation of process improvement initiatives aimed at improving patient safety and compliance across the continuum of care.

o Assures compliance with AMC, TJC, OSHA, DPH and state and federal regulations.

o Partners with the appropriate compliance offices for audits as needed and/or directed.

• 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.

Capital Management

• In collaboration with the COOs, oversees all physical space that is part of the portfolio.

• Takes a leadership role in planning and space allocation for all current and future applicable services assets across the AMCs.

• Oversees vendor relationships as applicable.

• Partners with the COOs for all capital planning relative to applicable services.

Financial Management

• Leadership

• Maintains the solvency of all funds under the VP's purview.

• 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.

• Budgeting

• Partners with all required constituents to prepare annual budgets for the hospital in the prescribed format for the responsible areas, and on behalf of service line advancements. Presents and justifies budget requests to the COOs.

• Fiscal Management

• Responsible for the cost center fiscal management of all areas of responsibility.

• Establishes and achieves financial goals and measures, monitors, and ensures the on-going financial performance.

• 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 expense management issues; performs comparative analyses; develops and implements strategies for cost containment.

• Analysis & Reporting

• Examines, analyzes and interprets financial reports for the purpose of giving advice, preparing statements and projections, and ultimately managing resources.

• Prepares analyses and forecasting for introduction of new programs/services.

• Oversight

• Approves all relevant capital purchases and tracks ongoing expenditures.

• Supervises the activities of subordinates who are responsible for being familiar with and approving all revenue/expense transactions, assigning cost centers, monitoring compliance with budgets, and identifying and investigating potential problem areas and proposing solutions.

• Ensure that the highest standards of integrity, ethics, control, and confidentiality are maintained at all times across all financial and accounting matters under the purview of the VP.

System Engagement

• Works in concert with the MGB VP of Ambulatory Care Transformation to ensure proper administration and integration of policies, access procedures, and information systems.
• In alignment with MGB and its associated entities, develops, supports, and manages coordinated programmatic initiatives for care model development, care delivery improvement, cost reduction, administrative alignment, and network and business development.
• With counterparts across MGB, assesses the market's need for clinical services. Monitors and evaluates the adequacy of planned and existing services and ensures the development of programs and services to respond to the market.
• Supports implementation of Enterprise Asset Management across the system. As a role model and teacher to others, active participant in rationalizing where care is delivered, and supporting the development of predictive capabilities.
• As a part of Mass General Brigham initiatives, leads standardization efforts aimed at cost savings, efficiency and best practices for patient care.

Human Resources Management

• Management Actions

• Coordinate with Human Resources for the interviewing, hiring, personnel transactions (hiring, salaries, promotions, job descriptions, etc.) and implementation of institutional corrective action policy for staff.

• In conjunction with Human Resources leadership, serves as a primary resource for issues related to professional and non-professional staff benefits.

• Using PeopleSoft Manager Self Service, initiates, approves, and coordinates with Human Resources for approval of human resources changes (i.e. salary adjustments, salary distributions, training records, etc.) for staff who reside under the SVP's PeopleSoft tree (or delegates said work).

• Prepares performance reviews on direct reports.

• 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.

• Oversight

• Provides direct supervision to and is responsible for the conduct, operations, and results of the professional and non-professional staff.

• Develops and implements change management programs including efficiency and resource utilization projects.

• In times of transition, supports areas that require interim leadership support.

• Development

• Actively considers opportunities to grow the abilities, skills, and support of employees through professional development, enhanced communication vehicles, employee-focused initiatives, and otherwise.

• Culture/Equity

• Reviews, supports, and ensures salary and wage equity for staff.

• Creates a supportive, educational, and development-focused environment for all staff.

• Ensures the support and maintenance of a diverse, inclusive, and professional environment for all staff.

• Compliance

• Reviews salary and wage issues.

• Develops, implements, oversees and approves policies, procedures and systems and revises as necessary to maximize efficiency.

• Responsible for ensuring compliance with regulatory bodies and making managers aware of policy and procedure changes.

Other

• Oversee general administrative matters.

• Develop letters, presentations, announcements, and other communications; all documents must be of the highest caliber of refinement and professionalism.

• Serve as a stand-in for the COOs in relevant meetings when the COOs are not available; serve on committees as needed or assigned by the COOs.

• Lead or participate in special projects and perform other related tasks as requested or required.

Qualifications
MINIMUM JOB QUALIFICATIONS:

• 7+ years of experience as a leader within an academic medical center.
• Demonstrated track record of successfully leading teams.
• Experience working in a highly matrixed organization / environment strongly preferred.
• Master's degree required.

KNOWLEDGE, SKILLS, AND ABILITIES REQUIRED:

• Leadership: Truly outstanding interpersonal skills and a high degree of social facility in obtaining cooperation and support from a broad range of people are required. A demonstrated ability to interact with all members of the organization in ways that enhance understanding, respect, cooperation, and problem solving is essential.
• Results orientation: Results-driven approach with experience/ability to achieve results in a metrics based analytical environment. The ability to work independently and accurately and concisely disseminate information in both written and verbal formats is required. The ability to independently resolve quickly most problems encountered is essential.
• Organizational Skills: Outstanding organizational skills are necessary to manage many competing timetables and responsibilities and deadline pressures. 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.

• Collaboration: Able to work effectively within a matrixed based organizational structure

• Business acumen: Budget management, data and analytics market knowledge, knowledge and analytical skills to support health care delivery and hospital operations, ability to understand and integrate system budget challenges into proposed annual budgets.

• Initiative: A self-starter who can develop roadmaps, frameworks and plans in an area with minimal precedent. A successful track record of front-line management and the ability to provide support, direction, and development counsel to staff is required.
• Communicator/Facilitator: Interpersonal, presentation and organizational skills and professional demeanor; Demonstrated sensitivity, discretion, and judgment regarding confidential matters are essential. Excellent verbal and written communication skills are necessary to communicate effectively with a large and diverse constituency, including the Chairs, senior departmental leaders, hospital and PO leaders and administrative staff, research faculty at all levels, research trainees and staff, representatives of other offices, collaborating institution officials, granting agencies (NIH, industry and foundations), potential donors, representatives, and vendors. A good command of English language, including medical and scientific terminology, is critical.
• Program Implementation: Proven ability to develop and implement programs.

• Project Management: Proven ability to successfully manage highly complex projects.

• Innovation: Creativity in exploring and adapting new "measure to improve" and decision support approaches.

• Confidence in complexity and ambiguity: Understand and executes effectively amongst the complexities of an academic medical environment, and the broader enterprise. The ability to work collaboratively with chairs, chiefs, senior executives, physicians, service line administrators, operations management, and other employees in a complex matrix organization.

• Judgement: Demonstrated judgement in managing sensitive issues and when to escalate problems.

• Team: Takes personal responsibility in development a team and is passionate about a happy, highly functioning team with the most acceptable level of talent and performance for the responsibilities of the department.

• Interpersonal: Excellent interpersonal, oral communication skills. Possess a leadership style that is open and transparent and an exceptional capacity to build strong relationships. Manages conflict and achieves resolution effectively.

• Time management: Exceptional organizational skills and ability to prioritize effectively. Flexibility to work independently and to handle multiple tasks with project deadlines. A tenacious, can-do personality that works to correct mistakes and get things done as efficiently as possible, often utilizing resources across services.

• Technology: Competency in the latest digital capability to support decision support tools and environments (e.g., command center).

• 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.

DIRECT REPORTS:

• Executive Director, Ambulatory Services
• Executive Director, Waltham and Danvers
• Regional Director, Ambulatory Operations
• Director, Ambulatory Operations & Services
• Administrative Director, International and Specialized Healthcare Services
• Practice Administrator, Westwood
• Program Manager, Community Outreach
• Nurse Director, FXB/Westwood (indirect)
• 3-4 Project Managers/Administrative Assistants

WORKING CONDITIONS:

• Attends meetings in and out of hospitals and clinics. May require travel to off-campus locations.
• Is available for early and late meetings and flexible to meet frequent deadlines. Some evening and weekend work will be necessary.

SYSTEM AND FISCAL RESPONSIBILITIES:

• Accountable for the budget performance of all accounts within the purview of the position.
• Responsible for managing an effective, efficient team of resources, with stewardship.
• Works within legal, regulatory, compliance, 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.
• Brings potential matters of non-compliance to the attention of the supervisor or other appropriate staff.

EEO Statement
Brigham and Women's Hospital is an Affirmative Action 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.

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