Customer Service Operations Manager Jobs in Massachusetts

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
Under the general direction of the Perioperative Project Manager the Perioperative Operations Manager is responsible for a variety of supervisory, administrative, and financial non-nursing functions. The Operations Manager has responsibility for Service, Operations/Finance, Data Management, Personnel Management, Quality Control and Data Collection and Reporting. As a lead member of the Patient Care Team, the Operations Manager is responsible for responding to needs of Nursing Directors, Staff Nurses, Surgical Techs and other Perioperative leadership and staff and takes a proactive role in the efficient operation of the unit. This role will also be responsible for the coordination and monitoring of schedules, payroll, and other systems to support the patient care unit.
Qualifications
PRINCIPAL DUTIES AND RESPONSIBILITIES:
SERVICE:
The Perioperative Operations Manager is a process driven role and is responsible for ensuring that the Perioperative team members are attended to in a professional manner. The Perioperative Operations Manager is responsible for responding to the needs of team members in a timely manner and maintains a professional and friendly demeanor at all times. The Operations Manager will work cohesively as a member of the Patient Care Team and will take a proactive role in ensuring the smooth and efficient operation of the unit. Maintains hospital service standards, with particular attention to personal/behavioral, staff teamwork, and patient-staff interaction guidelines.
OPERATIONS AND FINANCE:
Works cooperatively with the Perioperative Project Manager, Nursing Directors, and Nursing Finance Manager to develop and maintain systems for collecting information to measure unit (s) of productivity. Monitors management report expenditure, reports findings to Nursing Director and initiates plan as appropriate. Assists with the collection and analysis of budget information. Completes weekly payroll(s) and enters data for schedules and actual staffing into Kronos system. Maintains staff records (i.e. use of sick time, FMLA, per diems, time schedules, staff turnover, license renewal, in-services/competencies, educational records). Meets with Perioperative Project Manager on a frequent basis and as needed to ensure consistency of processes.
DATA MANAGEMENT:
Manages relevant databases, promotes security of information along with maintaining and auditing data to ensure quality control of systems. Primary systems include scheduling, payroll, and patient classification. Develops and maintains systems to ensure confidentiality and integrity of patient record in compliance with hospital policies, procedures, and standards. Contributes to the development of policies, procedures and systems which assure the effective operational functioning of the unit. Produces and maintains management data related to the operational needs and projects.
HUMAN RESOURCES:
Oversees the maintenance of confidential personnel, changes of status, terminations and personnel requisitions. Ensures completion of Annual Infection Control, Fire and Safety, OSHA, and other regulatory requirements and maintains records. Participates in hiring, terminating, and performance evaluations of personnel as directed. Schedules and approves changes, as appropriate. Oversees and/or coordinates department orientation. Supports Staff as a resource in information systems.
QUALITY:
Collaborates with Project Manager and Nursing Directors to keep unit regulatory ready, demonstrating knowledge of regulatory guidelines and ability to participate in unit quality programs. Participates in quality improvement projects. Member of Safety Committee, as assigned.
OTHER DUTIES:
Participates on Nursing, Hospital, or Partner's Healthcare System teams, as appropriate. Assists Project Manager and Nursing Directors in creating and implementing systems with filing and distribution of information (i.e. policy changes, announcements, staff meeting minutes and maintains bulletin boards, email lists, and manuals.) Completes special projects. Develops and participates in projects to enhance operations. Performs other duties, as assigned.
QUALIFICATIONS:

• Bachelor's Degree required.
• 1-2 years of healthcare or unionized staffing experience, or related experience preferred. Direct Perioperative/Surgical experience a plus.
• Strong analytical, organizational, interpersonal, and demonstrated customer service skills required.
• 5+ years of equivalent systems, management, or supervisory leadership skills may be substituted for a bachelor's degree.
• Prior long-term job commitment demonstrated (3+ years).
• Current Kronos Advance Scheduler/UKG experience preferred.
• Payroll, Staffing and Scheduling experience preferred.

Additional Job Details (if applicable)
Remote Type
Onsite
Work Location
75 Francis Street
Scheduled Weekly Hours
40
Employee Type
Regular
Work Shift
Rotating (United States of America)
Pay Range
$70,990.40 - $103,230.40/Annual
Grade
7
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. We invite you to apply, and our Talent Acquisition team will provide an overview of your potential compensation and benefits package.
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.