Administration Manager Orthopedics Ambulatory Contact Center

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

Learn from others and be inspired. Work hard to solve for unknowns. Chase solutions. Be a part of something greater.

At Mass General Brigham, we know it takes a range of talented professionals to advance our mission—from doctors, nurses, business professionals, and tech experts to dedicated researchers and systems analysts.

We’re helping patients get the best care possible by working on digital health experience, analyzing big data to streamline the delivery of care, and reaching out to medically complex patients to better understand their needs. Together, we’re connecting premier hospitals and health professionals to help serve patients and communities with high-quality, safe, and accessible care.

Mass General Brigham provides a welcoming environment to employees, patients, and families.

The Opportunity:

The Contact Center Administration Manager is responsible for providing operational and administrative leadership within a healthcare organization. This role is responsible for managing daily business functions, supporting departmental efficiency, and overseeing non-clinical services to ensure smooth and effective operations.

The manager works closely with clinical and executive teams to align administrative processes with organizational goals and regulatory standards.

Essential Functions

-Oversee day-to-day administrative operations, including staff supervision, office management, scheduling, and resource allocation.
-Develop and implement policies, procedures, and workflows to support departmental and organizational efficiency.
-Collaborate with leadership on strategic planning, process improvement, and performance initiatives.
-Manage departmental budgets, monitor expenditures, and ensure cost-effective use of resources.
-Coordinate communication across departments and serve as a liaison between the administrative and clinical teams.
-Ensure compliance with applicable regulations, accreditation requirements, and internal policies.
-Support onboarding, training, and development of administrative staff.
-Lead or participate in committees and projects focused on operational improvement, patient experience, or employee engagement.
-Prepare reports, dashboards, and documentation to support decision-making and performance monitoring.

Qualifications

Education:

• Bachelor's Degree Business Administration required or Bachelor's Degree Healthcare Administration required, or Bachelor's Degree Related Field of Study required
• Master's Degree Related Field of Study preferred
• This role can consider and review experience in lieu of a degree
• Experience in administrative or operational management in a healthcare or clinical setting 3-5 years required
• Experience supervising staff 3-5 years required
• Experience managing budgets 3-5 years preferred or Experience and familiarity with regulatory compliance in healthcare 3-5 years preferred

Skills for Success:

• Exceptional leadership and organizational skills.
• Excellent communication and interpersonal abilities.
• Proficiency in Microsoft Office and administrative software systems.
• Ability to manage multiple priorities and lead process improvement initiatives.
• Knowledge of healthcare operations, policies, and documentation standards.

Additional Job Details (if applicable)Working Model Requirements

• M-F Eastern Business hours
• This position follows a hybrid schedule for the first 90 days of training, requiring onsite presence in Somerville, MA. Upon completion of training, the role will shift to a remote work setting.
• Must be available and flexible for on-site training and meetings at each of the 10 MGB entity sites the ACC supports and schedules for.
• Remote setting requires a stable, secure, quiet, compliant workstation
• Ability to be flexible and flex schedule for business needs required

Remote Type

Hybrid

Work Location

399 Revolution Drive

Scheduled Weekly Hours

40

Employee Type

Regular

Work Shift

Day (United States of America)

Pay Range

$79,560.00 - $115,720.80/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:

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)-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.