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Job Description

Massachusetts General Hospital
Senior Director of Service
Boston, MA

Massachusetts General Hospital (MGH) and Massachusetts General Physician Organization (MGPO) seek a Senior Director of Service. This is an outstanding opportunity for a highly skilled professional with a demonstrated track record of progressive experience in leading and developing service excellence improvement programs. This is an opportunity to help transform one of the nation's most respected healthcare institutions into a leader in service and patient experience.

Based in Boston, Massachusetts, MGH has 19,500 employees and is the largest employer in Boston. MGH is the third oldest general hospital in the United States and the largest general hospital in New England. MGH clinical staff is comprised of 4,300 nurses and 3,900 physicians encompassing may specialties. MGH is a world renowned medical center which offers sophisticated diagnostic and therapeutic care in virtually every specialty and subspecialty of care. This non-profit teaching and research hospital is the largest and oldest teaching hospital of Harvard Medical School and has 900 beds. The Massachusetts General Physicians Organization (MGPO) is a physician-led organization and the largest multi-specialty group practice in New England, consisting of approximately 2,500 employees including 1,200 physicians. The focus of the MGPO is to provide the leadership and infrastructure that supports physicians' efforts in patient care, teaching, and research. The MGPO, along with the General Hospital, is a subsidiary of the Massachusetts General Hospital, a teaching affiliate of Harvard Medical School, and a member of the Partners Healthcare System.

This person will be the most senior service and patient experience leader at MGH/MGPO. He or she will support MGH/MGPO efforts to redefine service and patient experience by developing a cohesive and standardized service excellence program. MGH/MGPO seeks a progressive, pragmatic leader with significant experience and expertise in service excellence strategy, program development, metrics, and benchmarking. The ideal candidate will possess significant experience in the training of service improvement methodologies in a variety of industries and be passionate about service. He or she will be a strong communicator who possesses analytical skills with the ability to assess complex situations and define opportunities for service enhancement. A Bachelor's degree is required; Master's Degree in business administration, quality management, organizational development or a related field is a plus. Nominations, resumes, and inquires to receive a complete position overview should be directed to the office of Tom Quinn at MGHService@wittkieffer.com; Witt/Kieffer, 25 Burlington Mall Road, 6th Floor, Burlington, MA 01803; (781) 272-8899.

Massachusetts General Hospital is an Equal Opportunity Employer.