Job Details
The BWH Ambulatory Readiness Team is charged with optimizing and standardizing operations for BWH/BWPO ambulatory practices. Ambulatory Readiness provides consulting and practice support to the ambulatory practices of the BWH/BWPO and is charged with supporting ambulatory practices in improving operations in service of strategic goals in Ambulatory. The Ambulatory Readiness Team partners with stakeholders in the organization to set and communicate standards and best practices for ambulatory operations.
Reporting to the Director of Business Services, the incumbent will oversee assigned programs and team members to support the mission and core functions of the Ambulatory Readiness team including standardizing and optimizing ambulatory workflows using innovative protocols for increasing patient access, improving the patient experience, and leveraging technology for ambulatory care. The focus will be on the BWH/BWPO and patient expectations for operations and services and to connect practices with the resources available to improve operations and efficiency.
This position requires strong skill and ability to learn new concepts quickly and easily; to strategize on how to apply these concepts to ambulatory operations; to understand the operational needs and nuances of various clinical areas; to teach, lead, and manage a team of project managers in successfully implementing the designed strategy while managing positive and productive relationships with ambulatory operational leaders; to manage and coach project team members; and to successfully manage multiple large, complex projects concurrently. Excellent and independent judgment, communication skills, critical thinking skills, and the ability to work effectively within a matrixed organization are needed. Also required are exceptional organizational skills, including effectively developing work plans, meeting deadlines, and managing projects and teams within a fast-paced, changing environment. The incumbent will work independently and collaboratively to produce consistent, high-quality outcomes.
1.Ensure the successful implementation and maintenance of assigned key ambulatory projects related to strategic goals in patient access, patient experience, Joint Commission readiness, emergency preparedness, and quality and safety.
2.Supervise assigned project team members in partnership with the Director, including developing key performance goals, providing feedback, coaching, and preparing annual reviews.
3.In partnership with department leadership, assess projects proposals for viability, staffing and timing and coordinate project staffing and assignments for the lifecycle of assigned projects.
a.Implement assigned staffing needs for each project to execute and meet project deliverables.
b.Serve as a resource and mentor to project staff including coaching and feedback. Manage project staff work distribution and priorities in partnership with department leadership, monitor productivity and ensure quality deliverables are met for assigned projects.
c.Monitor cross-project needs, staffing, performance, metrics, etc. to identify areas for collaboration, consolidation, and improvement.
d.Participate in team-building activities to promote high performance among colleagues.
e.Participate in interviewing, onboarding, and orientation for new staff members.
4.Collaborate with Ambulatory leadership, team members and administrative and clinical leaders across the BWH/BWPO/MGB ambulatory practices to support standard operational project implementations, including change management strategies.
a.Manage assigned operational performance and improvement programs/projects related to patient access, patient experience, Joint Commission readiness, emergency preparedness, quality, safety, and other practice operations- focused initiatives.
b.Develop, communicate, and hold assigned project staff accountable for project timelines, key performance indicators, and project deliverables.
c.Manage communication plan to keep clients and stakeholders apprised of progress and challenges.
d.Collaborate with clients and stakeholders to ensure deliverables are met, including serving as point person for project team to evaluate and present issues for escalation.
e.Partner with Director to keep Ambulatory executive leadership apprised of project status; receive and disseminate information, updates, and direction to project team.
5.Utilize processes and work systems that enable optimum performance of the project team including standardized approach and tools for project management and productivity communications.
6.Partner with practice leaders to monitor and evaluate project implementation and any post- project needs, such as metrics or training.
7.Monitor project requests and activities across the hospital. Bring together and forge working relationships for managers across practices to support overlapping interests and create efficiencies within projects and operations for shared and collaborative improvements.
8.Maintain knowledge of practice access and operations subject matter. Research, apply and communicate best practices.
9.Serve as subject matter expert in project management to support practice leaders, project team members and department colleagues.
10.Build and maintain effective relationships with practice leaders throughout the project process and to support ongoing collaboration. Establish relationships with project stakeholders and other management personnel sufficient to ensure communication and outreach regarding project status and direction.
11.Create and make available to project management staff advanced project management tools, workflows, and documentation. Train others in their use and application.
12.Identify future project opportunities through ongoing dialogue with practice leaders; develop and present recommendations to director.
13.Collaborate with the department leadership and other Team Leads to identify, evaluate, and recommend new techniques, tools and strategies for project management as well as operational improvements for the department.
14.Participate on hospital committees to engage in the hospital community at large and to increase awareness of the operations, needs and priorities that underscore the project work assigned. As needed, leads and/or participates on committees across the department.
15.Participate in projects, meetings and other responsibilities as assigned.
Qualifications
SKILLS/ABILITIES/COMPETENCIES REQUIRED: Must be realistic, objective, measurable and related to essential functions of this job.
1.Ability to learn new concepts quickly and easily, leveraging available resources as needed.
2.Ability to empathize, appreciate, and understand the operational needs and nuances of various clinical ambulatory areas throughout the hospital and system.
3.Strong problem solving, and critical thinking, and strategic thinking skills.
4.Advanced knowledge and demonstrated exceptional skill in managing departmental or institutional programs/projects; able to implement standard approach and strategy with team members and practices.
5.Demonstrated ability to effectively manage programs/projects and key performance indicators on programs/projects that are very large in size and complexity, including interdepartmental in nature.
6.Strong organizational skills in a deadline driven environment; ability to organize time and priorities effectively, asking for direction when appropriate.
7.Exceptional ability to prioritize multiple tasks and projects to meet team objectives and deadlines.
8.Self-directed and displays good judgement; transparency and sharing of work and knowledge.
9.Ability to establish and cultivate constructive client relationships; effective at participating in team-building activities.
10.Excellent interpersonal/communication and presentation skills. Ability to interview stakeholders, job applicants and others to acquire necessary information to support projects.
11.Judgement and discretion in interacting with providers and management on sensitive and confidential issue
12.Strong analytical skills to appropriately evaluate and communicate with multiple stakeholder groups about projects, project requirements and team performance.
13. Ability to lead teams and collaboratively provide functional guidance and feedback to others.
14.Understanding of financial elements of project management, including budgets, cost-effective resource utilization and expense tracking.
15.Strong understanding of data management and applications for use within the practice environment including summarizing and presenting data and next steps; knowledge of process mapping and workflow mapping.
16.Proficient in Microsoft Office (Word, Excel, Access, OneNote, PowerPoint).
Master's Degree preferred, preferably in healthcare administration, engineering, business, or other applicable field of study.
Minimum of 5 years' experience in project management or a related field required. Exceptions may be made for candidates with less experience possessing exceptional skills and expertise. Candidates having taken on increasing levels of responsibility with an emphasis on ambulatory initiatives for practice management/operations improvement in a healthcare setting are preferred.
In partnership with the Director, will be responsible for supervising 2-3 project manager
Prudent use of hospital resources and cost-effective participation in project budget development and monitoring.
Hybrid work environment, minimum 1 day/week at Boston location and 1 day/week at Foxborough location. May need to work outside of standard hours to attend meetings. May travel locally to attend meetings.