Director of Service Optimization, International Patient Services
Mass General Brigham

About Us:

As a not-for-profit organization, Mass General Brigham 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, Mass General Brigham supports a complete continuum of care including community and specialty hospitals, a managed care organization, a physician network, community health centers, home care and other health-related entities. Several of our hospitals are teaching affiliates of Harvard Medical School, and our system is a national leader in biomedical research.

We're focused on a people-first culture for our system's patients and our professional family. That's why we provide our employees with more ways to achieve their potential. Mass General Brigham is committed to aligning our employees' personal aspirations with projects that match their capabilities and creating a culture that empowers our managers to become trusted mentors. We support each member of our team to own their personal development-and we recognize success at every step.

Our employees use the Mass General Brigham 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.

The Opportunity:

Mass General Brigham International Patient Services represents a systemwide initiative to provide leading clinical care to patients from around the world. This exciting business initiative combines a broad set of existing capabilities, with a focus on patient access. With a significant investment in this program, Mass General Brigham is enhancing patient experience by developing and improving the services offered to international patients and driving broad-based business growth.

At Mass General Brigham we are dedicated to transforming healthcare and improving patient outcomes on a global scale. We operate an international patient referral program that connects patients in need with world-class medical providers and facilities.

We are seeking a dynamic and customer-focused Director of Service Optimization to join our international department. In this crucial role, you will be responsible for developing exceptional concierge-type experiences for patients traveling to the United States for medical care. Your primary focus will be on enhancing the patient journey while they receive treatment at our hospitals. As the Director, you will oversee the staff training and white-glove service we provide ensuring staff attends to all aspects of patient comfort and needs. This includes managing departmental interpreter services, transportation, housing offerings, dining recommendations, hospital navigation Moreover, this role will be responsible for the internal staff education as it relates to our clinical offerings, surveys and managing any inspections related to accreditations. Your efforts will create a welcoming environment and foster a sense of ease and comfort for our international patients throughout their treatment and care journey.

You will play a pivotal role in ensuring communication and the success and satisfaction of our valued patients and customers, while fostering meaningful partnerships within our healthcare system. Overseeing critical parts of the patient journey, the incumbent will provide leadership to improve the patient experience, and improve service excellence. The position requires a high degree of diplomacy and functions in a manner that complies with standards established by hospital administration, medical staff, and outside regulatory and accreditation agencies

Principal Role and Responsibilities:

Team Management:

• Working collaboratively within a matrix environment

Customer Service Strategy and Development:

• Develop and implement strategies to elevate the patient experience during their medical journey at our academic medical centers.

• Identify, and oversee the coordination of transportation contracts, housing contracts and establish partnerships with hotels and short-to-mid term housing options for our patients

• Continuously identify opportunities to enhance patient satisfaction

• Develop adjunct wellness programs for long-term patients and families

• Engage with interpreters and care coordinators to facilitate effective communication and support for international patients.

• Provide guidance to the team to ensure they offer compassionate and personalized assistance throughout the patients' stay.

• Oversee other logistical needs for international patients and their families.

• Provide comprehensive support to ensure a smooth experience for patients throughout their medical journey.

Customer Service Excellence:

• Instill a culture of exceptional customer service, emphasizing empathy, responsiveness, and proactive problem-solving.

• Build and maintain strong partnerships with various internal departments and external service providers to meet patient needs effectively.

• Develop customer service improvement pathways

Patient Satisfaction Survey Management

• Critical role in managing survey results

Creativity

• Must be a flexible and innovative thinker

• Ability to influence teams and implement new ideas that lead to better patient journey within the international patient centers

Other Responsibilities:

• Creates an environment that encourages productivity, loyalty, job satisfaction and a positive attitude.
• Performs/coordinates special projects as may arise from time to time. be
• Proven advocacy and passion for outstanding customer experiences
• Demonstrated creativity in implementing solutions to enhance existing processes
• Internationally savvy, skilled in global diplomacy
• Proven ability to make decisions quickly and independently
• Sound judgment regarding when and how to engage leadership

• Able to handle sensitive and confidential issues and committed to ensuring the highest levels of patient confidentiality.

Working Conditions:

Office setting. Remote work is permitted as appropriate. Travel to hospitals within our health system required on a regular basis.

Qualifications
Qualifications:

• Bachelor's degree in hospitality, business, or a related field. Master's degree preferred or IOE industrial operations engineering background preferred

• Minimum of [5] years of experience in a similar role within the hotel or healthcare industry, preferably in an international setting.

• Strong understanding of of multicultural patients and guests

• Excellent interpersonal and communication skills, with the ability to build rapport with diverse stakeholders.

• Proven track record of developing and managing customer relationships.

• Strong project management skills, with the ability to prioritize tasks and meet deadlines.

Skills/ Abilities/ Competencies:

• Creativity

• Innovation

• Quality. Creates high-quality work products appropriate for audiences consisting of MGB and hospital-based senior leadership and/or external clients. Demonstrates exceptional organizational skills and attention to detail.

• Integrity. Demonstrates reliability and impeccable integrity, with focus on accomplishment of departmental and institutional goals in alignment with our mission.

• Diplomacy. Ability to manage and navigate sensitive inter-departmental and inter-organizational politics.

• Problem-Solving. Demonstrates exceptional critical thinking and problem-solving skills, in both a technical and interpersonal capacity.

• Communication. Possesses excellent written and verbal communication skills. Demonstrates an ability to communicate and present work appropriately to diverse audiences.

• Judgment. Demonstrates sound judgment and decision-making capabilities; knows when and to whom to escalate problems as needed.

• Time Management. Demonstrates strong organization and prioritization skills in the simultaneous management of multiple large, complex, and long-term projects.

EEO Statement
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 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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