Director of Operations, Primary Care

Organization Overview

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Mass General Brigham Medical Group, Inc. Mass General Brigham relies on a wide range of professionals, including doctors, nurses, business people, tech experts,, and systems analysts to advance our mission. As a not-for-profit, we support patient care, research, teaching, and community service, striving to provide exceptional care. We believe that high-performing teams drive groundbreaking medical discoveries and invite all applicants to join us and experience what it means to be part of Mass General Brigham.

The Mass General Brigham Medical Group is a system-led operating entity formed by Mass General Brigham to deliver high quality, low cost, innovative community-based ambulatory care. This work stems from Mass General Brigham’s unified system strategy to bring health care closer to patients while lowering total health care costs. The Medical Group provides a wide range of offerings, including primary care, specialty care, behavioral and mental health, and urgent care, both digitally as well as at physical locations in Massachusetts, New Hampshire, and Maine.

The group also offers outpatient surgery and endoscopy, imaging, cardiac testing, and infusion. We share the commitment to delivering a coordinated and comprehensive experience across all locations, ensuring the appropriate level of care is available to every patient across our care delivery sites.

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.

• 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.

Bachelor's degree required, Master’s preferred.

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

• 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.

Hybrid

399 Revolution Drive

40

Regular

Day (United States of America)

$ - $/Annual

9

0400 Mass General Brigham Medical Group, Inc. is an Equal Opportunity Employer. All qualified applicants will…