Sr. Director, Referral Operations and Clinical Alignment

2200 The Brigham and Women's Hospital, Inc.; Boston (MA); Hybrid; USD 162,000 - 235,000; Full time

Job summary

Mass General Brigham is seeking a senior leader to oversee referral operations and drive internal clinical access strategies. You will develop initiatives to enhance referral processes, improve patient care coordination, and expand clinical alignment across departments.

Lead cross-functional teams, collaborate with clinical, administrative, and training groups, and present insights to senior leadership on referral trends and operational performance.

Responsibilities

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

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

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.

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.

EEO Statement: 2200 The Brigham and Women's Hospital, Inc. is an Equal Opportunity Employer. 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. To ensure reasonable accommodation for individuals protected by Section 503 of the Rehabilitation Act of 1973, the Vietnam Veteran's Readjustment Act of 1974, and Title I of the Americans with Disabilities Act of 1990, applicants who require accommodation in the job application process may contact Human Resources at (857)-282-7642.

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. Combat disease. Hold a hand. Help people. Impact the world. Mass General Brigham is a passionate, welcoming community where minds meet caring hearts. Come be a part of the world's most powerful force in medicine, where every role is important in changing lives. Are you ready? Our history includes New England hospitals founded over 200 years ago, some of the first and most prestigious hospitals in the world. Built on the legacy of two leading academic medical centers, we're more than a system-we're leaders in the practice of medicine. Mass General Brigham is committed to serving the community. We are dedicated to enhancing patient care, teaching and research, and taking a leadership role as an integrated health care system. We recognize that increasing value and continuously improving quality are essential to maintaining excellence.