Senior Program Manager, Patient Safety

Senior Program Manager, Patient Safety

Reporting to the Senior Manager Safety/Risk, the Senior Program Manager, Patient Safety at Mass General Hospital/Mass Eye and Ear, will develop, execute, and continuously improve the department’s hospital-wide Patient Safety initiatives.

This position will provide program management and analytical/decision-making support across safety and risk management teams. The Sr. Program Manager accelerates the alignment of strategic workstreams, offers efficient decision-making frameworks and coordinates the seamless execution of programs that support the department's purpose, goals, and objectives. The Sr. Program Manager must be able to manage programs across multiple academic and operational departments concurrently and serves as a highly visible, energetic champion of Patient Safety and risk management throughout the organization.

Extensive daily interaction with staff and senior leadership throughout MGH and Mass General Brigham (MGB) is a key component of this role.

The ideal candidate has strong interpersonal and communication skills, demonstrated conflict competence, organizational and program management skills, and experience implementing and supporting programs that scale across large, complex organizations with a diverse workforce similar to Mass General Brigham.

• Provides comprehensive direction, oversight, and program management for a variety of inpatient and ambulatory Patient Safety initiatives.

o Independently coordinates and manages activities related to safety, regulatory, and quality vulnerabilities, and develops innovative methods to track corrective action plans.

o Serves on, manages and leads safety-related hospital and MGB committees.

o Provide consulting support to aide decision-making by senior management.

o Develops the analytic and measurement strategy for all projects undertaken including development of key metrics, identification of data sources data with focus on REaL

• Independently works to ensure Equity-informed High Reliability Organization (HRO) concepts are embedded throughout MGH, such as, sequence of reliability, continuous improvement, collaborative just culture, increased reporting of adverse events and near misses, and increased transparency.

o Provides staff education to nurses, physicians and committees regarding equity informed HRO, Patient Safety, non-punitive reporting, and error prevention.

• Responsible for program oversight and the day-to-day coordination of adverse event management:

o Continually evaluates hospital adverse event reporting system for potential improvement.

o Works closely with the Patient/Family Relations department on risk and Patient Safety issues.

o Recommends and executes program management activities with the goal of reducing Patient Safety risks and vulnerabilities.

o Collaborates with CRICO and hospital-based improvement teams.

• Develop and manage clinical, inter-departmental and inter-institutional relationships within MGH and MGB in order to develop, implement and continuously improve quality and Patient Safety.

• Independently performs as a content expert on improvement methodologies including Failure Modes Effects Analysis (FMEA), and Case Analysis (Collaborative Case Reviews) and imparts knowledge of improvement process to various quality/safety projects.

• Other responsibilities as assigned.

• Bachelor’s degree required. Master’s in Business, Health Management, Public Health or in another Social Science discipline is preferred.

• At least 5 – 8 years of experience working as a program/project manager or equivalent experience in consulting, quality measurement, quality improvement, Patient Safety, patient experience, clinical compliance and risk management.

• Experience working in a large and complex health care organization along with good negotiation and consensus building skills.

• Knowledge of and experience with electronic medical records.

• Understanding of the adoption process of innovative clinical quality or patient care programs across large, multidisciplinary health systems

• Computer and Internet skills and experience required, including proficiency with MS Office products (Word, Excel, PowerPoint, and Access).

• Superior organizational skills and the ability to multitask.

• Initiative and ability to work independently with minimal supervision while thriving in a setting requiring collaboration and teamwork for maximal efficiency and effectiveness

• Sophisticated listening and negotiation skills with demonstrable experience in operating effectively in a complex environment

• Creativity and enthusiasm for developing and implementing new programs

• Demonstrated effectiveness as both a team member and team facilitator; high degree of social facility in obtaining cooperation and support for a broad range of people. May facilitate medium to large groups.

• High degree of professionalism, discretion, respect and confidentiality

• Data management and analysis skills

• Ability to complete work under pressure and to meet strict deadlines

• Ability to navigate in a large organization like MGB along with a high degree of comfort and accuracy in communicating appropriately with mid- and senior-level clinical and administrative leadership.

• Must possess excellent interpersonal, persuasive and communication skills and professional demeanor with excellent attention to detail and follow through, a proactive approach to problem-solving, high functioning organizational and multi-tasking skills, and strong analytical and presentation skills.

• Must have exceptional customer relationship management/service skills and experience in working effectively with staff at all levels of in a medical practice/clinic/hospital unit.

• Advanced clinical collaboration skills across the spectrum of medical specialties.

• Should have prior experience in dynamic, growing and/or entrepreneurial organizations and/or programs/projects.

• Must be proficient in the Microsoft Office suite of software, including Word, PowerPoint, Excel (intermediate proficiency), Access (intermediate proficiency), Visio, and other Windows and web-based programs.

• Strong business writing and group presentation skills and background in successful mid-high-level presentations

• Strong work ethic, industrious, with superior creative problem-solving skills.

• Must be capable of working independently and able to exercise significant discretion and tact in dealing with management, medical and/or academic professionals. Also successful in working both as a team member and leader to deliver a high level of support to peers and to customers.

• Position is hybrid, fast paced office and clinical setting, as well as some remote work at home depending on meeting schedules.

• Frequent, daily use of computer, telephone, fax machine

• Exposure to highly confidential data, including protected health information, requires extreme discretion

• Occasional early or late meetings to accommodate schedules

• Occasional travel to other Mass General Brigham locations in greater Boston area.

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Demonstrates fiscal responsibility by effectively using MGB resources.

Massachusetts General Hospital is an Equal Opportunity Employer. By embracing diverse skills, perspectives and ideas, we choose to lead. Applications from protected veterans and individuals with disabilities are strongly encouraged.