Administrative Director - International Services at Massachusetts General Hospital(MGH) in Boston, Massachusetts

Posted in Other 11 days ago.





Job Description:

***COVER LETTER REQUIRED***



Massachusetts General Hospital (Mass General)


Massachusetts General Hospital was established to provide care to Boston's sick, regardless of socioeconomic status, and became the first teaching hospital of Harvard University's new medical school. The #1 research hospital in the U.S., Harvard Medical School's largest teaching hospital, and consistently ranked among America's best hospitals, by various rating organizations, Mass General has remained at the forefront of medicine by fostering a culture of collaboration and education, pushing the boundaries of medical research, and maintaining an unwavering commitment to the diverse community we were created to serve.


We believe that because of diversity we excel, through inclusion we respect our community, and with a keen focus on equity we serve, heal, educate and innovate at the highest levels. Our first priority is the well-being of our patients-near and far. As a team we are able to maintain a singular focus on providing the highest quality, most compassionate care to each and every patient.



International Services


Mass General's International Patient Center is a full-service organization that helps patients, families, and referrers navigate care and logistics with Mass General and Mass Eye and Ear. Our welcoming and multilingual international patient liaisons serve as a single point of contact before, during and after the patient's visit. The Administrative Director of International Services is a skilled, poised, and culturally savvy individual who plays a highly visible role across Mass General's clinical and administrative departments.



General Summary


Reporting to the Vice President for International and Specialized Services, the Administrative Director for International Services is responsible for the effective administration of the International Patient Center and the business and financial functions across the Center for International and Specialized Services (CISS). A critical player in the CISS leadership team, the incumbent leads multi-lingual teams and varied functions within the Center, including the International Patient Center functions for both Mass General and Mass Eye and Ear, the International Observer program, and the business and financial functions across all Center service areas. The incumbent directs all administrative operations related to business/finance and international practice, working in close partnership with other members of the leadership team. He/she demonstrates excellent judgment and relationship skills, interacting successfully with all levels of personnel across many areas of the hospital and the Mass General Brigham (MGB) system, including but not limited to physicians, clinical leaders, finance personnel, telemedicine, admitting and registration. The Administrative Director recommends new product/services offerings and identifies new business opportunities. He/she models organizational teamwork and collaboration across all areas, and serves as a critical interface with hospital leadership for interdepartmental issues.


The Administrative Director represents the institution in external negotiations and business development opportunities with business, hospitals, and governments. He/she brings significant knowledge of global politics, culture, and business practices. He/she actively collaborates with international leaders across the MGB system to drive more coherent approaches to service and care delivery. He/she partners with both clinical and non-clinical leadership to ensure a quality-based, customer-oriented flow of work and manages agendas for monthly Operations and Physician Council meetings. Drawing on a broad understanding of hospital and physician group practice policies and procedures, and displaying a high degree of initiative and independent judgment, the incumbent will closely collaborate with physician and departmental leadership to continually assess and direct a wide range of activities, including day-to-day management of operations, virtual care delivery, scheduling, personnel, budget, and related contracting, facilities and systems, programmatic and project development and long range planning. The incumbent will partner closely with those responsible for clinical staffing and workflow, telehealth, guest services, executive health, concierge, telemedicine, marketing, and business development to successfully carry out the collective CISS vision.


This position requires strong leadership, discretion and excellent judgment, superior organizational and communication skills, the ability to prioritize and complete a wide range of tasks and the experience needed to handle confidential information. It also requires high degrees of diplomacy and international savvy, as well as business development and analytic skills. Leads, recruits and hires, motivates, and inspires to excellence a team of multilingual, multicultural administrative personnel in various locations. Oversees select patient cases directly providing high level service to patients and coordinating or overseeing all aspects of patient referrals to the Center while exhibiting diplomacy, kindness and compassion to patients, their family members and other staff while working under deadlines, scheduling constraints, and urgent clinical and/or patient personal needs.


The Administrative Director oversees administrative, service, and finance personnel serving both Mass General and Mass Eye and Ear to ensure high-functioning teams, while balancing sometimes competing interests in a rapidly changing environment and strategic planning for the Center as a whole.



Operational


§ Ensures outstanding service to patients, prospective patients, referrers, and internal colleagues.


§ Develops, evaluates, initiates and implements new programs and services in a creative, cost-effective manner which enables revenue enhancement as well as high levels of patient and staff satisfaction.


§ Partners closely with the Associate Medical Director and Medical Director for clinical care coordination, direct hospital admissions, and coordination of ambulatory scheduling for patients with highly complex medical needs


§ Uses highest levels of judgment to adjudicate difficult patient issues


§ Manages complex, highly sensitive relationships for VIP patients and entourages


§ Possesses in-depth knowledge of various electronic systems and tools required for effective management, including EPIC, MyChart, Patient Gateway, and SalesForce


§ Recommends process changes and work queue solutions to accommodate international patient needs, actively collaborating with IS and digital privacy colleagues


§ Proactively collaborates with other entities across MGB to build positive relationships and ensure seamless care transfers


§ Contributes to the development of Center policies and procedures.


o Resolves administrative questions/issues/problems; delegates resolution to managers where appropriate.


§ Develops care and process redesign/design.


§ Conducts staff meetings to disseminate information and solicit input from all staff members related to policies and procedures, operations, etc.


§ Initiates, plans, implements and oversees service initiatives


§ Leads space allocation, renovation projects, etc. with Planning Office, Facilities Engineering and Information Systems as well as outside architects and contractors. Develops and implements programs to monitor preventive maintenance and service agreements.


§ Responsible for the establishment and enforcement of fire and safety regulations for the International Patient Center, following established protocols, and ensuring compliance with JCAHO, OSHA, and Hospital guidelines. Ensures appropriate training of Center staff.


§ Oversees data gathering and associated analyses, and develops and implements strategies for improvements.


§ Serves as a critical resource for the resolution of administrative and financial issues. Provides management and administrative oversight to other managers within the Center.


§ Develops and negotiates contracts/professional services agreements.


§ Employs facilitation strategies to best meet the healthcare needs of all patient referrals to the department and responds to patients/client contacts whose needs that may be highly complex.


§ Conducts research as necessary- i.e., physician profiles, hospital resources, etc., and shares this with other departmental staff.


§ Serves as a key professional that can execute high-level requests which may require some flexibility to usual operational procedures.


§ Develops, implements and monitors customer service initiatives. Works with clinicians, practice and managers, staff and referral sources to ensure consistent and timely access to clinical services.


§ Assures that inventories of equipment and supplies are adequate and appropriately maintained.


§ Assists with evaluating and implementing new technologies.


§ Serves as the Center's administrative liaison to other hospital services, as needed.


§ Represents the Center on hospital committees, as needed



Fiscal


§ Possesses thorough understanding of hospital and PO billing processes and oversees billing processes for international patients, leveraging appropriate technology.


§ Drives collection processes for insurance, government payer, and self-pay international patients, with charges totaling >$80million annually.


§ Negotiates with government payers in multiple countries


§ Manages overall budget for International Patient Center.


§ Develops or assists with developing and monitoring the annual operating and capital budgets for the Center. Monitors each cost center. Regularly provides updates to Center leadership.


§ Maintains approval process for financial transaction activities (payroll, travel requests, employee salary changes, journal entries, check requests, etc.).


§ Develops financial analyses (i.e. - compensation models, business/program development, etc.), in conjunction with CSS and organizational finance personnel.


§ Ensures billing and collection processes are implemented and maintained to optimize financial performance.


§ Supervises administrative, business operations, and finance staff and management across the Center



Strategic Planning


  • Possesses advanced knowledge of global market dynamics, international politics, and international travel patterns

  • Identifies market growth opportunities and recommends new strategies to increase volumes, leverage a thorough understanding of market dynamics, language, politics, and culture

  • Oversees detailed dashboards and quarterly volume reporting to track success, leveraging multiple data systems for report creation.

  • Initiates MGB-wide operational and strategic planning to drive efficiency and growth

  • Partners with the CISS leadership team in business development efforts:

    • Serves as a key contact for new and existing international business ventures.

    • Assists with identifying, developing, implementing and managing new business initiatives.

    • Collaborates with Marketing to share market knowledge, understand market and competitive analyses, develop and implement marketing and outreach plans, and internal and external communications.






Personnel/Supervisory Responsibilities

  • Recruits, trains, supervises, motivates, and ensures professional development of a highly diverse, multilingual and multicultural staff and acts as a resource for professional staff members.

  • Identifies and implements new roles and organizational structures to enhance department performance

  • Manages staff from multiple MGB entities, requiring thorough knowledge of multiple institutions and careful coordination various multiple hospital leadership teams

  • Models teamwork within and outside the Center

  • Provides direct supervision to and is responsible for the conduct, operations, and results of the non-clinical staff and assists with clinical staff, as needed, driving toward outstanding individual and team performance.

  • Monitors staff to workload ratios, evaluates staffing needs and recommends changes as appropriate to Vice President and/or Medical Director.

  • Develops job descriptions and works with Vice President and Human Resources to develop appropriate grading and determine appropriate salaries and other compensation plans. Periodically reviews salary and wages to ensure market equity.

  • Evaluates and standardizes procedures and effectively troubleshoots and resolves issues as they arise.

  • Ensures that performance reviews are completed in a timely manner. Ensures that any performance issues are rapidly addressed on an ongoing basis.



Performs other duties or special projects that are Department specific and that are appropriate to this level of position.


Some national and international travel


Serves as the overall manager of the International Patient Center, managing a team of 15-20 staff with expected growth in numbers as the Center develops further.



Qualifications

Skills and Requirements:

  • Exceptional organizational skills and the flexibility to handle multiple tasks and deadline pressures.

  • Ability to provide support, direction and development to staff at all levels, including management and physician staff.

  • Effective financial and analytical skills, including budget development, complex financial analyses, and contract management.

  • Knowledge and facilitation of myriad databases and record systems across MGBStrong international savvy, skilled in global diplomacy

  • Proven ability to make decisions quickly and independently.

  • Sound judgment regarding when and how to engage leadership

  • Excellent interpersonal/communications skills and political savvy and discretion to address difficult or sensitive issues.

  • Facility with desktop applications (including operating systems, word processing, database, electronic mail, internet, and spreadsheets) EPIC, and multiple billing systems required.

  • Effective leadership skills to initiate activities, inspire, direct and manage teams including both professional and non-professional staff, as well as clinical staff

  • Able to handle sensitive and confidential issues and committed to ensuring highest levels of patient confidentiality from all team members across the Center.


    Required:



  • MBA, MPH or other comparable Master's degree

  • At least 10 years related experience with progressive responsibility.

  • Experience with building successful teams or departments as evidenced by usual business indicators.

  • Written and spoken fluency in at least one, second language (in addition to English) is strongly preferred






EEO Statement

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.
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