Operations Manager, Clinical Support Services
Massachusetts General Hospital(MGH)

Job Info

The Operations Manager is responsible for the environment of care for a service-oriented group of patient care areas, and is the direct line manager of all USA staff.

The Operations Manager manages and implements processes and practices that support patient-centered, safe, efficient, effective, timely, equitable and standardized environment of care operations. The incumbent manages salary and non-salary operating budget, manages direct report payroll; ensures regulatory compliance; monitors and resolves issues related to environment of care; participates in strategic planning, process improvement and service improvement initiatives; provides project management support to Nursing Directors and other department of nursing leadership staff; assures a quality-focused environment that supports the needs of patients, visitors, and staff.


  • Has 24-hour management accountability for the cleaning, stocking, and equipment management activities to ensure a clean, safe, and clutter free environment of care, performed in a timely and efficient manner while meeting the highest quality of service.
  • Oversees hiring and termination process for USA staff. Evaluates performance and completes performance appraisals for USA staff.
  • Mediates in conflict resolution involving employees as necessary. Determines corrective action in conjunction with Human Resources and counsels staff as necessary.
  • Develops staffing patterns and schedules staff to meet work demands of 24 hour/ 7 days per week operation, including coverage of sick calls, vacations and extended leaves, and deploys staff as necessary.
  • Collaborates with Leader, Environment of Care Operations on the development of operating and capital budgets. Manages salary and non-salary expenses including expense monitoring, variance analysis; leads and supports expense reduction initiatives.
  • Delegates appropriate tasks and responsibilities to administrative support to meet the needs of the patient care and procedural units.
  • Provides cross-coverage for other Operations Managers as directed by Leader, Environment of Care Operations.

Quality: Safe and Effective
  • Develops, implements, monitors and maintains systems to ensure the environment of care meets consistent standards and regulatory requirements.
  • Provides support to Nursing Directors including, but not limited to, collecting and managing data, developing and implementing tracking systems, responding to incidents, assisting with compliance for regulatory inspections such as Joint Commission and DPH
  • Coordinates the orientation of new employees and participates in training for new systems and technology, and ensures compliance with hospital and department requirements and competency with job requirements. Facilitates ongoing development of support staff, assuring staff participation and competency.
  • Promotes and initiates active communication and coordination with patient care area leadership, staff, and other departments.
  • Leads the environmental surveillance process and collaborates with other departments to ensure the patient care environment supports the work of patient and family care to the highest degree possible, and addresses identified concerns.
  • Oversees environment of care regulatory compliance including infection control and safety activities.
  • Identifies the need for and oversees patient care area maintenance and repairs in conjunction with support department leadership.
Efficiency: Efficient and Timely
  • Leads and supports the development, implementation and management of various process and systems improvements
  • Maximize room turnover utilizing the C-Beds system and deploying staff as appropriate to support efficient patient throughput.
  • Develops, implements, monitors and maintains systems to ensure cost effective operations.
  • Develops stems and staffing models to support efficient and timely execution of heavy cleaning tasks, room turnover and common area cleaning
Service: Patient Centered
  • Builds and maintains ongoing working relationships with staff, clinical and physician members of the patient care units to facilitate positive staff morale and optimal productivity and efficiency.
  • Through appropriate hiring and management, ensures a culture of exceptional customer service exists for patients, visitors and staff.
  • Supports, promotes and demonstrates MGH customer service philosophy.
  • Promotes and initiates active communication with area-based leadership, staff, and other departments.

Must have Bachelor's Degree and 3 years of experience at a supervisory level.

Preferred: 5 years' experience at a supervisory level and healthcare experience

Leadershipqualities including:
  • Stronginterpersonal and customer service skills;
  • Excellentdiscretion and judgment with an ability to problem solve independently, yetknowing when to escalate to Leader, Environment ofCare Operations;
  • Effectivecommunication skills with staff as well as senior leadership;
  • Problemsolving, sound judgment, and analytic skills;
  • Ability toprioritize, delegate and manage multiple responsibilities;
  • Flexibilityand organizational skills in a fast paced, complex environment;
  • Effectiveanalytical and creative problem solving skills that support sound decisionmaking;
  • Ability toinspire others.
  • Strongcomputer skills and proficiency with business software (Microsoft OfficeSuite).

EEO Statement
Massachusetts GeneralHospital is an Equal Opportunity Employer. By embracing diverse skills, perspectives andideas, we choose to lead. Applications from protected veterans andindividuals with disabilities are strongly encouraged.

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