About Us:

As a not-for-profit organization, Mass General Brigham is committed to supporting patient care, research, teaching, and service to the community by leading innovation across our system. Founded by Brigham and Women's Hospital and Massachusetts General Hospital, Mass General Brigham supports a complete continuum of care including community and specialty hospitals, a managed care organization, a physician network, community health centers, home care, and other health-related entities. Several of our hospitals are teaching affiliates of Harvard Medical School, and our system is a national leader in biomedical research.

We're focused on a people-first culture for our system's patients and our professional family. That's why we provide our employees with more ways to achieve their potential. Mass General Brigham is committed to aligning our employees' personal aspirations with projects that match their capabilities and creating a culture that empowers our managers to become trusted mentors. We support each member of our team to own their personal development-and we recognize success at every step.

Our employees use the Mass General Brigham values to govern decisions, actions, and behaviors. These values guide how we get our work done: Patients, Affordability, Accountability & Service Commitment, Decisiveness, Innovation & Thoughtful Risk; and how we treat each other: Diversity & Inclusion, Integrity & Respect, Learning, Continuous Improvement & Personal Growth, Teamwork & Collaboration.

The Opportunity:
At Mass General Brigham Digital, we pride ourselves on our ability to create maximum strategic, clinical, and operational value from established and emergent technologies for our patients, care teams, researchers, and employees. Digital health will not only enhance the equity and efficiency of healthcare delivery, but it will also help make medicine more personalized and precise.

We recognize that increasing value and continually improving quality while maintaining an inclusive focus are essential to organizational excellence, and we invite you to join us on this journey. The work we do in Digital is a strategic imperative, and there is a strong and growing understanding of how together we will transform Mass General Brigham in innovative and impactful ways.

Principal Duties and Responsibilities:
* Works with managers and directors to establish the team's goals and objectives, often participating in the definition of work products and timelines.

* Manages the day-to-day activities of a team of Digital professionals. Focuses on producing the team's deliverables on-time and within budget.

* Employs service management, product management and/or project management methodologies to deliver high quality work products.

* Consistent with Mass General Brigham's Human Resources policies, attracts, retains and develops high quality staff. Establishes and maintains a work environment conducive to high performance. Addresses the training and professional development needs of the staff.

* Interacts with clinicians, staff and various levels of management to communicate the status of the team's efforts.

* Promotes and encourages a high-quality customer service experience for all customers - internal and external.

* Collaborates well with other teams to produce results.

* May work directly with 1-2 vendors to assure delivery of contracted services and products.

* May work on several medium to high complexity projects and/or services.

* Use/s the Mass General Brigham values to govern decisions, actions and behaviors. These values guide how we get our work done: Patients, Affordability, Accountability & Service Commitment, Decisiveness, Innovation & Thoughtful Risk; and how we treat each other: Diversity & Inclusion, Integrity & Respect, Learning, Continuous Improvement & Personal Growth, Teamwork & Collaboration

Position Summary:

The Manager will be a member of the team supporting a portfolio of vendor and in-house developed applications utilized at Massachusetts General Hospital and other Mass General Brigham hospital members.

The manager's primary responsibilities will be working on projects and support activities for the Biscom platform including the electronic faxing and secure file transfer applications and overseeing the quality of work delivered by a team of analysts/project managers.

Responsibilities will include providing day-to-day customer support, leading projects, managing the installation of system and hardware upgrades using strong analytical and project management methodologies. The individual will partner closely with department business owners and clinical leadership to assess business needs, identify solutions and will work with the vendor and Mass General Brigham Digital technical resources to deliver and maintain those solutions ensuring maximum system availability and minimizing interruptions of service.

The role may also assume responsibility and/or participate in projects for other applications including Patient Infotainment, IPTV, environmental monitoring, Patient Tracking, Peer Review, PRISM/Mosaic (Periop), Service Recovery and other applications as needs evolve.

On-call and 24x7after-hours support are required.

Specific Responsibilities:

• Manage vendor relationship(s)
• Ensure team meets high quality standards and service level agreements
• Assist team members in troubleshooting and resolving issues
• Monitor system performance including servers, interfaces, databases, and other routine checks of systems to maintain optimum performance
• Exhibit exemplary customer service as a representative of MGB Digital Solutions Delivery group. On-going communication, feedback and follow-through with customers and peers are essential.
• Deploy and maintain application infrastructure including servers, disaster recovery environment, etc. ensuring optimum performance and availability
• Work closely with department management, stakeholders, business owners and vendor to define business needs, document functional requirements, develop project approach, scope and workplans to meet both system and operational objectives
• Plan, manage and oversee system implementations, enhancements and upgrade projects utilizing recognized project management methodology.
• Serve as liaison between vendor and Mass General Brigham technical teams for the deployment of software upgrades, system enhancements and new hardware.
• Conduct detailed system testing of all software, interfaces, servers, peripherals
• Write and maintain project and system documentation throughout the course of regular activities and projects.
• Follow system change management procedures that comply with Mass Brigham Digital standards
• Function both as an individual contributor and team player within MGB Digital

Supervisory Responsibilities:
* Responsible for a team of 3 or more staff, consultants or other temporary staff.

Fiscal Responsibility:
* Manages resources within the budget framework provided by management.

* Demonstrates fiscal responsibility by effectively using Mass General Brigham resources

Working Conditions:
* Standard office environment with the potential of travel to Mass General Brigham locations.

* May need to work in patient care areas.

* May require 24X7 responsibilities including evening, night and weekend hours as needed.

* While performing the duties of this job, the employee is frequently required to sit; talk; or hear; use hands to finger; handle; or feel; reach with hands and arms. The employee is occasionally required to stand; walk; and stoop; kneel; or crouch. The employee must frequently lift and/or move up to 5 pounds and occasionally lift and/or move up to 20 pounds. Specific vision abilities required by this job include close vision, distance vision and depth perception.

* The work environment characteristics described here are representative of those an employee encounters while performing the essential functions of this job. The noise level in the work environment is quiet to moderate.

* Bachelor's degree preferred.

* 5+ years of related experience; experience in healthcare a plus.

* A combination of education and experience may be substituted for requirements

Skills/Abilities/Competencies:
* Ability to demonstrate Mass General Brigham's Leadership Competencies for both Performance Focused Leadership and People-Focused Leadership

o Performance Focused:

* Customer/Patient Focus: Building strong customer/patient relationships and delivering customer/patient centric solutions

* Manage Complexity: Make sense of complex, high quality, and sometimes contradictory information to effectively solve problems

* Cultivate Innovation: Create new and better ways for the organization to be successful

* Ensure Accountability: Holding self and others accountable to meet commitments

* Learning Agility: Actively learn through experimentation when tackling new problems, using both successes and failures as a learning folder

o People Focused:

* Drive Equity and Inclusion: Recognizes the value that different perspectives and cultures bring to an organization

* Build Effective Teams: Build cohesive teams that apply their diverse skills and perspective to achieve common goals

* Collaborate: Build partnerships and work collaboratively with others to meet shared objectives

* Communicate Effectively: Develop and deliver multi-mode communications that convey a clear understanding of the unique needs of different audiences including senior system and hospital administrators, physician leadership, technician staff, and other personnel across different institutions

* Instill Trust: Gain the confidence and trust of others through honesty, integrity, and authenticity

* Excellent verbal and written communication skills.

* Experience in project management, product management and/or service management methods.

* Proven ability to attract, mentor and develop staff.

* Demonstrated experience as a collaborator, working across different teams/groups and with vendors to achieve results.

* Demonstrated commitment to delivery of high-quality customer service.

* Demonstrated ability to interact with all levels of the organization.

Mass General Brigham is an Equal Opportunity Employer. By embracing diverse skills, perspectives, and ideas, we choose to lead. 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 the law. We will ensure that all individuals with a disability are provided a reasonable accommodation to participate in the job application or interview process, perform essential job functions, and receive other benefits and privileges of employment.