Job Posting: Executive Director, Performance Management - Ambulatory

Organization: Brigham and Women's Hospital

Location: Boston, MA

Job Description:
Reporting to the Vice President of Ambulatory Services & Patient Experience, the Executive Director of Performance Management serves as a key member of the leadership team, including BWH Senior Vice President for Clinical Services (“SVP”), Vice President of Ambulatory Services & Patient Experience, the Associate Chief Medical Officer of Ambulatory and Associate Chief Nurse for Ambulatory Nursing. As a member of this leadership team, s/he works collaboratively to establish and execute an ambulatory performance management platform across Brigham Health, which includes Brigham & Women’s Hospital (BWH), Brigham & Women’s Faulkner Hospital (BWFH), and Brigham & Women’s Physician Organization (BWPO).

The Executive Director will be accountable alongside Brigham Health stakeholders and departmental administrative, medical and nursing leadership, as well as the team to achieve performance management goals focused on a wide range of activities. The Executive Director will work to create and implement a reporting platform focused on the following key areas:

  • Patient Access
  • Practice Operations
  • Quality & Safety
  • Patient Experience
  • Diversity, Inclusion, and Equity
  • Revenue Cycle Management
  • Regulatory Adherence

The Executive Director will use this reporting platform to partner across Brigham Health and at the Massachusetts General Brigham (MGB) level to ensure effective use of data to inform our local Brigham Health entities and system-wide Massachusetts General Brigham approach to ambulatory operations, as well as patient experience and quality & safety.

The Executive Director will provide strong and collaborative leadership and coordination of a team of 4 FTEs with the potential to grow. Specifically, the Executive Director will directly lead a Director(s), Senior Practice Consultant(s), Project Manager(s), and Project Coordinator(s). The Executive Director will also effectively work across a highly matrixed environment to deliver on the strategy and goals for Ambulatory Performance Management. The Executive Director will work in collaboration with the Brigham Health Analytics, Reporting & Insights (ARI) team – Director and Analysts and the MGB Data & Analytics Operations team to ensure the planning and execution of key Dashboards.

As a leader and manager, the Executive Director will:

  • Recruit and onboard directly or in partnership with the leadership on his/her team
  • Oversee and remain accountable in partnership with the leadership for
  • Supervision of the staff of project managers and project coordinators
  • Development and management of the budget, Performance Team, and ambulatory performance infrastructure and initiatives.

In addition to management and team-building, the Executive Director will balance strategy setting and day-to-day operations including:

  • In partnership with the SVP(s)/ VP(s) develop and execute on a comprehensive performance management strategy in collaboration with leaders across Brigham Health and MGB.
  • Lead his/her team in both the strategic & prioritization and program development, management & implementation of standards, projects, and initiatives core to the ambulatory performance management goals.
  • Handle issues that are significant, complex, multidisciplinary, sensitive, political, and confidential.
  • Represent the Vice President and/or SVP’s interest in interactions with other hospital departments, external institutions and agencies, and affiliated professional groups
  • Perform with a high level of independence and good judgement, under the general guidance from the VP and SVP

Principal Duties and Responsibilities:

  • Leadership
    • Acts as a key collaborator and thought leader in ambulatory vision and goal development across BWHC, BWPO and MGB
    • Partners with clinical and administrative leadership to lead, communicate and execute ambulatory performance management vision and goals
    • Promotes a culture of excellence and accountability and best practices across the organization, fostering the highest clinical quality, patient access, patient experience, productivity, employee satisfaction, and financial performance.
    • Represents ambulatory in hospital/enterprise-wide forums
    • Fosters a central identity for BWHC(?)/BWPO Ambulatory
  • Strategy
    • Leads interdisciplinary initiatives with leadership (Hospital/BWPO Administrators, Department Administrators, Service Line Directors, Practice Administrators/Managers, and Physician leadership) responsible for ambulatory services at BWHC(?)/BWPO to develop, implement and sustain ambulatory standards/best practices, metrics and performance measures
    • Develops and maintains an infrastructure to support monitoring, reporting, and accountability related to ambulatory standardization/best practices

  • Performance Management
    • Design, compile, and issue monthly dashboards - capturing summary clinical, operational, and administrative information on all aspects of Ambulatory operations/activities - for use by the multiple stakeholders, including VP(s) and SVP(s); review and interpret dashboards with the VP/SVP on a monthly basis.
    • Develop monthly monitoring system that enumerates operational performance within the ambulatory service areas, compares to plan, and assesses rationale for variances; recommend follow-on action for variance resolution.
    • Understands and integrates with the organizations Active Asset Management strategy to ensure successful identification and resolution of performance improvement opportunities within Ambulatory
    • Oversee the active engagement and regular review of operationally complex clinical care areas.
    • Provide integration, tracking, and analysis of data regarding organizational functions to improve the effectiveness and efficiency of operations.
    • In collaboration with the data analytics teams, designs, implements, maintain, and further develop our analytical capabilities with SAS, Tableau, and other analytic platforms, which includes but not limited to the dashboard and report development, QA of existing reports, and documentation of system functionality.
    • Collaborate with the project team in identifying project activities, processes, and/or outcomes that are worthy of documentation and design a system for capturing lessons learned and best practices.

  • Quality, Safety, and Patient Experience
    • Develop strategic operational plans for the quality, safety, compliance, and patient experience:
    • Analyze data to identify improvement opportunities and challenges; monitor trends and proactively address future concerns across Brigham Health.
    • Collaborate with Department Administrators, Service Line Directors, Hospital subject matter experts in the quality, safety, compliance space, and other key stakeholders to define problems, establish approaches, gather information, develop action plans and implement recommendations.
    • Develop an infrastructure to support monitoring, reporting, and accountability related to ambulatory standardization/best practices.
    • Collaborate with key constituents to execute on key initiatives, and to develop and implement ambulatory standards, metrics, and performance measures related to safety and quality.
    • Provide oversight and planning support on a variety of initiatives within Ambulatory areas related to safety and quality issues including:
    • Evolving our patient satisfaction strategy to include design and implementation of standard approaches and processes within Ambulatory practices for reviewing, addressing, and monitoring performance at a practice level
    • Review, monitor and oversee ambulatory patient satisfaction surveying process. Leverages learnings and data to identify process improvement opportunities and Ambulatory metrics at a Brigham Health level.
    • Partners with practices and patients to ensure ambulatory processes are efficient, user friendly, and patient and family-focused.
    • Collaborate with hospital subject matter experts and practice leadership to ensure ambulatory practices across Brigham Health complies with regulations set forth by regulatory bodies such as the Joint Commission, Department of Public Health, and other regulatory bodies. This work includes but is not limited to:
    • Design and implementation of standard approaches and processes, in collaboration with Departments & Divisions, to ensure ongoing readiness
    • Review and maintain everyday readiness programs to ensure continued regulatory preparedness
  • Other
    • Represent the Vice President and/or SVP at meetings and on committees as appropriate or as requested.
    • Collaborates across MGB, including but not limited to Massachusetts General Hospital to ensure alignment and economies of scale, as applicable.
    • Perform other related duties as assigned and/or required.


  • Master’s Degree completed or in process, required (e.g., MBA/MPH)
  • Minimum of 10+ years of administrative experience in a health care setting, ideally a teaching hospital or academic group practice.
  • Prior supervisory/management experience required
  • Project management experience
  • Experience with practice operations, financial plans, physician practice & hospital finances, EMR, process improvement, and quality & safety

Skills/Abilities/Competencies Required:

  • Skilled at management, including strategy development, prioritization, action planning, execution, and development of monitoring tools
  • Demonstrated experience in clinical operations management, strategy development, communications strategy, business, and financial planning, and budgeting
  • Mastery knowledge of organizational theory, systems approaches to problem-solving, and interrelationships of clinical, teaching, and research activities.
  • Ability to work independently as well as collaboratively at all levels of a complex organization.
  • Excellent ability to work with senior organizational leadership and with staff across complex multi-entity organizations.
  • Strength in management of a team, including the development of team culture, as well as individual professional development
  • Demonstrated exceptional skills in financial, written, and oral communication.
  • Knowledge and experience in establishing and/or developing productive relationships with physicians, hospital administrators, other departmental leaders, and other healthcare industry leaders.
  • Ability to generate and encourage creative ideas, innovative thinking, and imaginative solutions to issues or problems.
  • Proven track record of maintaining the highest standards of performance, quality, credibility, and integrity.
  • Ability to manage multiple, competing priorities within the context of a complex and large organization; ability to operate in a matrixed environment.
  • Demonstrated ability to interact with all members of the organization in ways that enhance understanding, respect, collaboration, and problem-solving.
  • Extraordinarily professional discretion in the handling of highly confidential and/or political information and data.


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