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jobs description

The Opportunity

The rising cost of health care is a dominant topic of conversation at the national and state level. It is also a key focus at Mass General Brigham, where collaborative approaches to improving efficiencies and real cost savings are essential to providing high quality, affordable care to our patients. MGB believes that process improvement, cost management, and change management... must become the way we do our work, and that coordinated project management will ensure our success .

Th e Continuous Improvement (CI) Specialist situated within the Revenue Cycle Performance Excellence Department, and supports the build out of continuous improvement culture across the Revenue Cycle Operations (RCO) Team . . The Specialist supports the roll-out and continuous evolution of the Revenue Cycle’s Everybody Solves Problems (ESP) Program , under an initiative which is designed to empower employees at all levels to identify and solve problems, primarily impacting efficiency, turnaround times, effectiveness, patient satisfaction, and employee satisfaction among others .

The CI Specialist will participate in the design, delivery, maintenance, and value tracking of the ESP program, as well as the management and delivery of certain training/competency building programs. Responsibilities related to the ESP program will include contributing to the furtherance of ESP content/materials, potentially leading smaller deployment efforts , partnering with CI Program colleagues and operational leaders to understand their needs prior to and throughout ESP deployments, actively deploying the program via training and coaching, and coach teams to ensure sustainment. Responsibilities related to the training/competency building program will include delivering current training offerings and coaching trainee s/ program graduates. This may include additional training offerings as they are developed. This will require a broad range of continuous process improvement, change management, and project management skills, along with strong interpersonal and facilitation skills to ensure that ESP and competency building objectives are achieved.

Principal Duties And Responsibilities

ESP/Lean Management System Execution and Content Development
• With some to little supervision, lead or participate in the deployment of ESP within Revenue Cycle Operations as part of a roll-out team, including but not limited to:
• Customize and implement a project plan for ESP roll-out, including a change management approach
• Update existing materials, including communications and training decks, to fit the department’s needs
• Train and coach multiple local frontline and leadership in ESP activities and best practices
• Facilitate roll-out team meetings, including problem-solving meetings, document meeting outcomes and develop appropriate materials as needed
• Conduct and summarize stakeholder interviews and engage in other research methods to gather relevant roll-out information.
• Leverage MGB resources to secure data and analysis needed; complete quantitative and qualitative analyses to support objectives of assigned engagements.
• Provide input to Continuous Improvement Program Manager and other methodology stakeholders about ways to further various aspects of the ESP program, including content design, roll-out approach, change management, tools and templates, sustainment design, and others as needed

Mass General Brigham PI Competency Building
• Support the Revenue Cycle’s continuous improvement training/competency building offerings. These responsibilities could include:
• Participate in training program delivery and coaching, supporting the continued growth and success of the program and overall culture of continuous improvement within the RCO
• Provide input into training program development, helping to build out new curriculums to fit business needs
• Facilitate training workshops; coach and knowledge share with class participants to better understand the value of process improvement and change leadership concepts and tools.
• Coach training program graduates to plan and execute narrowly scoped process improvement efforts within their departments to further embed sustainable process improvement competencies within Mass General Brigham.
• Knowledge share with the Revenue Cycle Performance Improvement Team and MGB PMO colleagues. Contribute to internal department process improvement and staff development efforts, building CPI and behavioral competencies to strengthen personal and team performance

Communication and Collaboration
• Participates in building and growing a community around Continuous Process Improvement at MGB for the purposes of knowledge sharing, collaboration, education, networking, and the continuous improvement of ESP and training content
• Develops strong, positive relationships with all levels of staff within the assigned area of work; collaborates with these colleagues to leverage their expertise and experiences to identify best practices and advance the work.
• Provides timely and accurate progress reports on all current initiatives.
• Prepares concise, creative, professional summaries of analyses and plans for members of Senior Leadership and others, as appropriate.
• Effectively presents findings to all levels of staff, targeting the presentation towards the knowledge level and needs of the audience.
• Communicates project plans, project objectives and milestones, implementation plans to all stakeholders and other relevant parties.

Other duties as assigned

• Bachelor’s degree required ; Master’s degree preferred
• 3 -5 years of experience of progressively responsible work history in a continuous improvement -focused role , preferably in healthcare
• Prior experience implementing or operating within a Lean Management System or Lean Business System a plus
• Prior training and coaching experience preferred
• Demonstrated experience with process improvement and change management methodologies such as Lean, Six Sigma (DMAIS / DMAIC) , Prosci ADKAR® Model or similar , Agile ; professional certification a plus
• Prior project management or consulting experience
• Proficiency in Microsoft Office preferred (Word, Excel, PowerPoint required ; Visio, Teams, SharePoint), and adept at learning new software applications

Skills And Abilities
• Experience with c ontinuous improvement and change management skills , and the ability to creatively apply the methodology in a variety of situations.
• Ability to foster trust and collaboration within all levels of an organization and throughout a complex variety of departments in multiple disciplines when indicated
• Strong organizational, written, and oral communication skills, ability to present data to both business and clinical constituents in a clear, meaningful and concise manner
• Demonstrated ability to work effectively, both independently and within a team
• Willingness and ability to undertake tasks from administrative support to supporting strategic project planning and everything in between.
• Strong organizational skills, including the ability to work on multiple projects at once
• Ability to effectively respond to time sensitive issues and meet deadlines; takes ownership and accountability for timeliness, accuracy and relationship management
• Ability to provide constructive feedback and coach those at various levels of the organization

This position is currently remote. May be required , on occasion to travel into the office due to business needs .

Primary Location

MA-Somerville-MGB Assembly Row

Work Locations

MGB Assembly Row




Mass General Brigham



Standard Hours



Day Job

Posted Shift Description

M-F days Eastern Business hours required

Employee Status


Recruiting Department

MGB Revenue Cycle Operations

Job Posting

Jun 25, 2024
Somerville MA United States


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