Director of Operations, Primary Care

Overview

Summary
:
Responsible for leading operational initiatives and enhancing the overall patient and staff experience across the healthcare organization. The Director provides strategic and day-to-day oversight of clinical and non-clinical operations, with a focus on service excellence, operational efficiency, and culture transformation. This role collaborates with leaders, staff, and patients to ensure a seamless and high-quality experience that aligns with the organization's mission and performance goals.

• Oversee daily operational activities across designated service lines or departments, ensuring effective delivery of care and services.
• Lead initiatives to improve patient satisfaction, staff engagement, and service delivery outcomes.
• Analyze operational workflows and patient feedback to identify opportunities for improvement and innovation.
• Partner with clinical and administrative teams to implement process improvements and optimize resource utilization.
• Develop and manage departmental budgets, ensuring financial accountability and alignment with strategic goals.
• Monitor performance metrics related to access, quality, safety, and experience to inform decisions and drive improvements.
• Champion a culture of service excellence and continuous improvement across all levels of the organization.
• Coordinate staff training and development programs focused on patient-centered care and operational best practices.
• Serve as a key liaison between patients, staff, leadership, and external stakeholders to resolve issues and promote positive relationships.

Education

Bachelor's degree in Healthcare Administration, Business Administration, Nursing or Related Field of Study required

Master's Degree Related Field of Study preferred

Can this role accept experience in lieu of a degree? Yes

Experience

• 5-7 years leadership experience in healthcare operations, patient experience, or service line management required
• 3-5 years' experience in managing multi-disciplinary teams, improving operational processes, and leading culture or experience-focused initiatives required

Knowledge,

Skills and Abilities

• Strong knowledge of healthcare operations, quality improvement, and service excellence frameworks.
• Proven ability to lead cross-functional teams and manage change in complex healthcare environments.
• Excellent communication, problem-solving, and relationship-building skills.
• Proficient in data analysis, reporting tools, and performance management.
• Commitment to patient-centered care, cultural competence, and equity in service delivery.

The ideal candidate is a proactive problem-solver who thrives on organization, accountability, and collaboration—someone who can integrate vision with execution, support a positive culture, and lead our practice operations toward operational excellence.

Mass General Brigham Medical Group, Inc. 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.