Sr. Director, Referral Operations and Clinical Alignment

Mass General Brigham; Boston (MA); Hybrid; USD 162,000 - 235,000; Full time

Job summary

Mass General Brigham—The Senior Director, Referral Operations and Clinical Alignment—oversees referral operations, drives internal clinical access strategies, and leads cross-functional teams to align business priorities with patient care objectives.

The role emphasizes collaboration with IPS and clinical departments to enhance international patient access, improve care coordination, and promote growth across Mass General Brigham’s network.

Responsibilities

• Establish and maintain trusted, collaborative relationships with department administrators, clinical leaders, practice administrators, and other key stakeholders across Mass General Brigham.
• Serve as the primary liaison between IPS and clinical departments to promote effective communication, coordination, and operational alignment.
• Develop a comprehensive understanding of physician practice structures, clinical service offerings, and departmental workflows to support international patient access and coordination.
• Facilitate ongoing dialogue between IPS and clinical leadership to ensure mutual understanding of operational priorities, expectations, and patient needs.
• Representing IPS in relevant clinical and operational meetings to strengthen relationships and promote cross-functional collaboration.
• Collaborate with administrative teams to align operational workflows supporting international patient referrals, appointment coordination, and access to clinical services.
• Identify and address operational barriers, communication gaps, and workflow challenges that affect the coordination of international patient care.
• Work with clinical departments and IPS leadership to establish clear communication channels, defined points of contact, and effective escalation processes.
• Facilitate coordination across clinical and administrative teams to support efficient patient navigation and continuity of communication throughout the patient care process.
• Promote consistency in operational practices while recognizing the unique requirements and workflows of individual clinical departments.

Job description

Site: The Brigham and Women’s Hospital, Inc.

Mass General Brigham relies on a wide range of professionals, including doctors, nurses, business people, tech experts, researchers, 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.

Job Summary

Oversees referral operations and drives internal clinical access strategies. Develop and implement initiatives to enhance referral processes, improve patient care coordination, and expand clinical alignment. Leads cross-functional teams to ensure alignment of business priorities and demands.

Does this position require Patient Care?

No

Qualifications

Essential Functions

• Lead and manage the referral operations to ensure efficient and effective patient flow.
• Develop and implement strategies to expand internal referral networks and enhance physician engagement partnerships.
• Collaborate with clinical, administrative, and training teams to ensure referral processes align with patient care objectives.
• Monitor and analyze referral data to identify opportunities for process improvements and growth.
• Establish relationships with stakeholders, including physicians, healthcare providers, and business partners, to drive access and growth.
• Oversee initiatives to promote services and expand departmental reach.
• Ensure compliance with healthcare regulations, policies, and industry standards in referral activities.
• Provide leadership and mentorship to teams, fostering professional growth and enhancing overall performance.
• Prepare and present reports to senior leadership on referral trends, operational efficiency, and business outcomes.

The Senior Director, Referral Operations and Clinical Alignment is a key leader who strengthens operational alignment, facilitates access to clinical services, and supports effective coordination of international patient care.

Working collaboratively with clinical and administrative stakeholders, the Senior Director ensures that IPS and physician practices maintain clear communication channels, coordinated workflows, and a shared understanding of operational priorities and patient needs. The role identifies and addresses barriers to clinical access, facilitates cross-departmental communication, and supports responsive coordination between IPS and the clinical teams delivering care.

The position requires a strong understanding of academic medical center operations, exceptional relationship-building skills, and the ability to navigate complex organizational structures. Success requires the ability to influence without direct authority and foster collaboration across multiple clinical specialties and administrative functions.

Duties and Responsibilities

• Establish and maintain trusted, collaborative relationships with department administrators, clinical leaders, practice administrators, and other key stakeholders across Mass General Brigham.
• Serve as the primary liaison between IPS and clinical departments to promote effective communication, coordination, and operational alignment.
• Develop a comprehensive understanding of physician practice structures, clinical service offerings, and departmental workflows to support international patient access and coordination.
• Facilitate ongoing dialogue between IPS and clinical leadership to ensure mutual understanding of operational priorities, expectations, and patient needs.
• Representing IPS in relevant clinical and operational meetings to strengthen relationships and promote cross-functional collaboration.
• Collaborate with administrative teams to align operational workflows supporting international patient referrals, appointment coordination, and access to clinical services.
• Identify and address operational barriers, communication gaps, and workflow challenges that affect the coordination of international patient care.
• Work with clinical departments and IPS leadership to establish clear communication channels, defined points of contact, and effective escalation processes.
• Facilitate coordination across clinical and administrative teams to support efficient patient navigation and continuity of communication throughout the patient care process.
• Promote consistency in operational practices while recognizing the unique requirements and workflows of individual clinical departments.

Clinical Access and Patient Coordination

• Work collaboratively with clinical operations teams to facilitate appropriate and timely access to specialty care for international patients.
• Develop and maintain relationships with key contacts to support effective coordination of complex and multidisciplinary patient needs.
• Identify recurring access challenges and collaborate with appropriate stakeholders to develop practical, sustainable solutions.
• Serve as a resource to IPS leadership and operational teams in navigating clinical department structures, referral pathways, and practice-specific processes.

Communication and Continuous Improvement

• Establish regular communication and feedback mechanisms with stakeholders to identify opportunities for improved coordination and alignment.
• Collaborate with leadership to identify operational priorities and opportunities to strengthen relationships with clinical departments.
• Facilitate the exchange of information regarding changes in physician practice workflows, clinical services, and departmental processes that may affect international patient access and coordination.
• Support the development and communication of standardized processes, operational guidelines, and escalation pathways where appropriate.
• Monitor recurring operational challenges and collaborate with stakeholders to implement improvements that enhance responsiveness, efficiency, and international patient experience.
• Demonstrate the ability to lead through influence in a complex, matrixed environment while fostering strong relationships across clinical, operational, and administrative teams.

Additional Job Details (if applicable)

Remote Type

Hybrid

Work Location

1620 Tremont Street

Scheduled Weekly Hours

40

Employee Type

Regular

Work Shift

Day (United States of America)

Pay Range

$161,657.60 - $235,154.40/Annual

Grade

10

At Mass General Brigham, we believe in recognizing and rewarding the unique value each team member brings to our organization. Our approach to determining base pay is comprehensive, and any offer extended will take into account your skills, relevant experience if applicable, education, certifications and other essential factors. The base pay information provided offers an estimate based on the minimum job qualifications; however, it does not encompass all elements contributing to your total compensation package. In addition to competitive base pay, we offer comprehensive benefits, career advancement opportunities, differentials, premiums and bonuses as applicable and recognition programs designed to celebrate your contributions and support your professional growth.

Mass General Brigham Competency Framework

At Mass General Brigham, our competency framework defines what effective leadership “looks like” by specifying which behaviors are most critical for successful performance at each job level. The framework is comprised of ten competencies (half People-Focused, half Performance-Focused) and are defined by observable and measurable skills and behaviors that contribute to workplace effectiveness and career success. These competencies are used to evaluate performance, make hiring decisions, identify development needs, mobilize employees across our system, and establish a strong talent pipeline.