Job Description

Brigham and Women’s Hospital (BWH) Primary Care deploys a Social Care Team that collaborates with our primary care teams to address health-related social needs and to overcome barriers in accessing care among our vulnerable patients.  The team is currently composed of Community Resource Specialists, Community Health Workers, Housing Advocates and Patient Engagement Coordinators.

Through Mass General Brigham’s United Against Racism initiative, we will be expanding both the size and scope of the existing Social Care Team with the goal of developing a flawless system of navigation offerings to address health-related social needs, decrease disparities in access to care, and improve prevention and chronic disease management outcomes for vulnerable patients in primary care.
The Director of Program Operations is responsible for leading all aspects of the day to day operations and performance of this innovative, growing and evolving program, and will be directly accountable, in collaboration with the Program’s Medical Director, for the ongoing design and implementation of the Social Care Team.  The Director of Program Operations will directly supervise the program’s existing and future staff members and will report to the Administrative Director of Primary Care.

• Leads and Directs, in conjunction with the Program’s Medical Director, the ongoing administration of BWH Primary Care’s Social Care Team Program.
• Establishes a team structure within the Social Care Team that includes internal reporting and supervisory structure, outlines roles and responsibilities for all members of the program, and coordinates professional development of the program’s employees
• Participates in the design, production and analysis of key metrics, algorithms, and relevant data elements by which the program will operate and be assessed in collaboration with the Medical Director, responsible for data report design, extraction, organization and presentation; in addition to closing performance gaps where they exist
• Functions as the primary liaison to each BWH Primary Care practice and other key stakeholder groups, meeting with clinic staff and facilitating implementation at the practice level.  Facilitates a strong and effective working relationship between the program, our practices and Primary Care leadership. Interacts with the primary care practices in a courteous and sensitive manner.
• Identify community organizations in the area and build a link between our healthcare delivery systems (clinics) and the community where our patients feel they belong
• Resolves issues by working with program staff, our practices and Primary Care Leadership to identify and correct underlying system problems.
• Leads all program operations. Responsible for overall coordination of staff involved.   Organizes and coordinates work schedules for efficient utilization of staff to meet our patients’ and our practices’ needs.  Develops and implements appropriate systems, policies and procedures to ensure efficient and effective processing of work. Participates in the continuous improvement of all processes.
• Assists with the integration of the Social Care Team with other Primary Care critical initiatives, optimizing alignments between shared workflows including but not limited to Population Health Management, Behavioral Health Integration, Integrated Care Management and the Medicaid Accountable Care Organization

Qualifications – External

QUALIFICATIONS: (MUST be realistic, neither overstated nor understated, and related to the essential functions of the job.)

• Bachelor’s degree required; Master’s degree preferred.
• At least 5 years’ experience with social service agencies and/or community resources.
• Experience in a patient care setting required, providing direct clinical care or education/counseling to patients.
• Demonstrated success in executing a high-profile project under time pressure.
• Demonstrated success in building, managing, and participating in effective teams.
• Must be Patient-centered and customer focused.
• Must have strong people management skills – able to motivate, encourage, manage, and develop a start-up team that will grow and flourish
• Must be a systems thinker, able to understand how to develop workflows that result in desired measurable outcomes

• Must have considerable analytical skills and the ability to recognize and solve problems, including identifying and fixing their root causes.
• Experience with LEAN or other forms of rapid cycle improvement is strongly preferred.
• Must have superior judgment, strong interpersonal and organizational skills, and the ability to maintain good and open communications between and across key contacts.
• Advanced knowledge of social and community-based programs that address patient health-related social needs
• Program development and improvement skills.
• Data assessment skills.
• Strong interpersonal skill; ability to work within a complex matrix environment and interdisciplinary teams.
• Ability to work independently with minimal supervision.
• Strategy and goal development skills.
• Demonstrated organizational and time management skills.
• Strong oral and written communication skills.
• Microsoft Suite intermediate skills.
• Social, economic, and cultural awareness.

Brigham and Women’s Hospital is an Equal Opportunity Employer.  All qualified applicants will receive consideration for employment without regard to race, sex, color, religion, national origin, sexual orientation, protected veteran status, or on the basis of disability.

How to Apply

Job Categories: Equal Opportunities. Job Types: Full-Time. Salaries: 100,000 and above.

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