Job Details

Site: Mass General Brigham Incorporated

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
The Operations Analyst I plays a key role in supporting daily operations and continuous improvement of Mass General Brigham's Virtual Consults programs. The position is responsible for optimizing workflows, troubleshooting issues, and enhancing access, quality, and efficiency across virtual consults delivery. The Operations Analyst collaborates with clinical, operational, and technical stakeholders to collect, analyze, and present data that informs decision-making and advances organizational priorities in virtual healthcare. This role requires a proactive approach to identifying opportunities for improvement and implementing solutions that support exceptional patient and physician experiences.

Ideal candidates will demonstrate:

- Strong customer service and clinical operations experience

- Excellent organizational and problem-solving skills

- High emotional intelligence and adaptability

- A collaborative outlook within a team environment

- Capacity to engage effectively with stakeholders across the Virtual Consult enterprise

Qualifications

Education

• Bachelor's Degree in Related Field of Study required
• Equivalent experience may be accepted in lieu of a degree

Experience:

• 2-3 years of experience in data analysis, operations, and project support or project management required
• 2-3 years of experience working with senior clinical and administrative leadership preferred
• 2-3 years of demonstrated experience working within cross-functional teams to achieve operational goals and process improvement preferred
• 2-3 years of experience completing moderate to complex data analysis with a high degree of attention to detail preferred
• 2-3 years of demonstrated experience with Epic, data visualization tools, or performance reporting preferred.

Knowledge, Skills, and Abilities

• Analytical & Problem-Solving Skills: Interpret complex data sets, identify trends, and translate insights into actionable recommendations that improve operational performance. Advanced skills in Microsoft Excel (pivot tables, formulas, data modeling) and familiarity with data visualization tools.
• Systems Proficiency: Work in and adapt to a variety of customer and systems focused data platforms, manage throughput, identify bottlenecks, and restore workflows.
• Communication Excellence: Present information effectively, with strong verbal, written, and presentation skills. Convey technical and operational concepts clearly to diverse stakeholders.
• Organizational Capacities: High degree of attention to detail and ability to manage multiple priorities in a fast-paced, matrixed healthcare environment.
• Collaboration and Influence: Collaborative mindset and demonstrated success working in matrixed healthcare organizations.
• Adaptability & Continuous Learning: Ability to embrace new technologies, systems changes, and evolving virtual care models.

Additional Job Details (if applicable)

Remote Type

Hybrid

Work Location

399 Revolution Drive

Scheduled Weekly Hours

40

Employee Type

Regular

Work Shift

Day (United States of America)

Pay Range
$62,400.00 - $90,750.40/Annual

Grade
6

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:

0100 Mass General Brigham Incorporated 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)-###-####.

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.