Outpatient Clinic Operations Lead & Scheduling Coach

Massachusetts General Hospital; Boston (MA); On-site; USD 90,000 - 120,000; Full time

Job summary

Mass General Brigham is seeking an Operations Supervisor for the Thoracic Surgery practice to oversee daily administrative operations, patient access, scheduling workflows, and staff support. The role emphasizes collaboration with physicians, APPs, nursing, and leadership to optimize clinic efficiency.

You will monitor staffing levels, identify bottlenecks, and drive process improvements while ensuring compliance with hospital policies across multiple clinical locations.

Qualifications

• Experience coordinating clinical scheduling and administrative operations.

Responsibilities

• Oversee daily administrative operations of the Thoracic Surgery practice.
• Monitor staffing and daily workflow across front desk, new patient coordination, physician admin support, and scheduling.
• Identify bottlenecks and implement workflow improvements to enhance patient access and staff productivity.
• Collaborate with physicians, APPs, nursing, and multidisciplinary teams to support clinic operations and continuity of care.
• Monitor metrics such as telephone performance, referral workqueues, scheduling timeliness, template utilization, patient access, and NP workqueues.
• Provide day-to-day supervision, coaching, and guidance to administrative staff.
• Assist with recruitment, onboarding, orientation, and retention of staff and ensure ongoing competency in Epic and scheduling workflows.
• Develop and maintain standard operating procedures and training materials; ensure compliance with policies.
• Assist in program expansions, multidisciplinary programs, and cross-campus collaboration between campuses.

Tools

Epic Software

Job description

Mass General Brigham is seeking an Operations Supervisor for the Thoracic Surgery practice to oversee daily administrative operations, patient access, scheduling workflows, and staff support. The role emphasizes collaboration with physicians, APPs, nursing, and leadership to optimize clinic efficiency.

You will monitor staffing levels, identify bottlenecks, and drive process improvements while ensuring compliance with hospital policies across multiple clinical locations.