Essential Functions (Key Roles & Responsibilities)
Lead implementation of assigned virtual care programs and partnerships from approved concept through launch and stabilization, including scope, workplans, milestones, dependencies, risks, decisions, and readiness criteria.
Conduct current-state assessments and facilitate the design of future-state workflows, roles, standard work, escalation paths, and operating procedures that support safe, efficient, reliable, and scalable service delivery.
Identify process gaps, variation, delays, rework, and other operational barriers; perform structured root-cause analysis; and lead improvement efforts through testing, implementation, measurement, and sustained adoption.
Serve as the primary day-to-day operational relationship manager for assigned external partners; coordinate recurring reviews, maintain clear communication, align on responsibilities and expectations, document decisions, and ensure timely follow-up on open items.
Work within a matrix environment to coordinate and functionally supervise the work of project contributors within assigned programs or domains; establish priorities and responsibilities, assign and track deliverables, monitor progress and quality, provide guidance and feedback on assigned work, and escalate resource or performance concerns.
Define implementation, operational, and quality measures; establish baselines and targets; develop routine reports and dashboards; validate data with responsible teams; and identify trends, risks, and opportunities for improvement.
Prepare and present concise performance updates, quality findings, implementation status, risks, and recommendations for partner, program leadership, and governance discussions.
Develop and execute communication, training, change-management, and adoption plans; gather stakeholder feedback and adjust workflows and support materials based on implementation and performance findings.
Create and maintain reusable implementation tools, partner-management standards, process documentation, reporting definitions, templates, playbooks, and lessons learned to strengthen consistency across the virtual care portfolio.
Qualifications
Education
Bachelor's Degree Preferred
Can this position accept experience in lieu of education?
Yes
Experience
5 years Program or project implementation involving multiple clinical, operational, technical, or business stakeholders required
3 years Healthcare operations, digital health, virtual care, clinical technology, or care-delivery transformation required
3 years Process improvement, workflow design, change management, training, or adoption support required
2 years External partner, client, vendor, or account relationship management preferred
2 years Data analysis, performance reporting, quality measurement, or dashboard development preferred
Knowledge, Skills, and Abilities
Implementation and Project Management: Ability to translate goals into executable workplans, coordinate interdependent workstreams, manage risks and decisions, and support launch and stabilization.
Process Improvement and Workflow Design: Ability to assess current-state operations, identify root causes and process gaps, design practical future-state workflows, and establish standard work.
External Partner Relationship Management: Ability to establish trusted working relationships, manage expectations, facilitate productive reviews, address concerns, and coordinate issue resolution across organizational boundaries.
Data Analysis, Quality, and Reporting: Ability to define meaningful measures, establish data definitions and baselines, interpret operational and quality data, identify trends, and communicate findings accurately.
Matrix Leadership, Change Management, and Facilitation: Ability to direct work through influence and functional supervision, establish accountability across teams, lead cross-functional discussions, communicate change, and support training, adoption, and sustained improvement.
Virtual Care and Digital Health Fluency: Working knowledge of virtual care delivery models, clinical operations, technology-enabled workflows, testing, regulatory and quality considerations, and post-launch optimization.
Additional Job Details (if applicable)
Remote Type
Hybrid
Work Location
399 Revolution Drive
Scheduled Weekly Hours
40
Employee Type
Regular
Work Shift
Day (United States of America)
Pay Range
$79,560.00 - $115,720.80/Annual
At Mass General Brigham, we believe in recognizing and rewarding the unique value each team member brings to our organization. Our approach to determining base pay is comprehensive, and any offer extended will take into account your skills, relevant experience if applicable, education, certifications and other essential factors. The base pay information provided offers an estimate based on the minimum job qualifications; however, it does not encompass all elements contributing to your total compensation package. In addition to competitive base pay, we offer comprehensive benefits, career advancement opportunities, differentials, premiums and bonuses as applicable and recognition programs designed to celebrate your contributions and support your professional growth. We invite you to apply, and our Talent Acquisition team will provide an overview of your potential compensation and benefits package.
EEO Statement
2200 The Brigham and Women's Hospital, Inc. is an Equal Opportunity Employer. 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. To ensure reasonable accommodation for individuals protected by Section 503 of the Rehabilitation Act of 1973, the Vietnam Veteran’s Readjustment Act of 1974, and Title I of the Americans with Disabilities Act of 1990, applicants who require accommodation in the job application process may contact Human Resources at (857)-282-7642.
Mass General Brigham Competency Framework
At Mass General Brigham, our competency framework defines what effective leadership “looks like” by specifying which behaviors are most critical for successful performance at each job level. The framework is comprised of ten competencies (half People-Focused, half Performance-Focused) and are defined by observable and measurable skills and behaviors that contribute to workplace effectiveness and career success. These competencies are used to evaluate performance, make hiring decisions, identify development needs, mobilize employees across our system, and establish a strong talent pipeline.
