Massachusetts General Hospital

Boston, MA, 02117, USA

Responsibilities What we are Looking for:
Project Specialist Where does this live? Service Improvement Department Who does this report to? Senior Director of Service Improvement We are guided by our Mission, Credo and Boundaries Guided by the needs of our patients and their families, we aim to deliver the very best health care in a safe, compassionate environment; to advance that care through innovative research and education; and to improve the health and wellbeing of the diverse communities we serve. As a member of the MGH community and in service of our mission, I believe:
The first priority at MGH is the well-being of our patients, and all our work, including research, teaching and improving the health of the community, should contribute to that goal Our primary focus is to give the highest quality of care to each patient delivered in a culturally sensitive, compassionate and respectful manner My colleagues and I are MGH's greatest assets Teamwork and clear communication are essential to providing exceptional care As a member of the MGH community and in service of our mission, I will:
Listen and respond to patients, patients' families, my colleagues and community members Ensure that the MGH is safe, accessible, clean and welcoming to everyone Share my successes and errors with my colleagues so we can all learn from one another Waste no one's time Make wise use of the hospital's human, financial, and environmental resources Be accountable for my actions Uphold professional and ethical standards Boundaries Statement:
As a member of the MGH community and in service of our mission, I will never:
Knowingly ignore MGH policies and procedures Criticize or take action against any member of the MGH community raising or reporting a safety concern Speak or act disrespectfully toward anyone Engage in or tolerate abusive behaviors Look up or discuss private information about patients or staff for any purpose outside of my specified job responsibilities Work while impaired by any substance or condition that compromises my ability to function safely and competently Description of our Department The Service Improvement Department is part of the Practice Improvement Division, which touches the entire Massachusetts General Hospital campus and our outpatient practices within the Massachusetts General Physicians Organization and includes:
The Practice Support Unit The Electronic Medical Record (EMR) Workflow Analysis The Ambulatory Support Consulting Service. What are we doing in Service Improvement? Guided by our Mission, Credo and Boundaries we are:
Collaborating to support the notion that the highest quality of care, provided in the safest possible setting, by the best people in the business will result in a world class patient experience. Building strong relationships with all leadership levels involved in service initiatives across MGH/MGPO. Leading the development and execution of a strategy and vision for a stronger service culture at MGH. Creating and implementing plans to increase an understanding and focus on service. Creating and implementing formal change management and communications processes that help people do their work (LEAN, Work-Out, etc) with measurable outcomes and goals (soon is not a time and some is not a number) Developing and improving the standards and systems that support physicians and staff as we remain committed to developing a culture of patient and family centered care. Celebrating service success stories Working hard to share best practices and develop institutional standards. Who we aspire to be:
A group of committed, creative, caring professionals from a variety of backgrounds dedicated to improvement. Positive Deviants Hard workers Stuff we live by:
1. When given the opportunity to use our ability to reason, make decisions, and take responsibility for our actions, we experience joy at work. 2. We attempt to create the most fun workplace in the history of the world. 3. We work to eliminate management, organization charts, job descriptions, and hourly wages. 4. Fairness means treating everybody differently. 5. Principles and values guide all our decisions. 6. We put other stakeholders (patients, family members, colleagues, customers, suppliers, etc.) equal to or above ourselves. 7. Everyone must get advice before making a decision. 8. A "good" decision should make all the stakeholders somewhat unhappy because no individual or group got all they wanted. 9. Lead with passion, humility, and love. What we are looking for:
All of the above You exude warmth, energy and charisma You love meeting new people, you inspire them You thrive on the unexpected You get people, and people get you You make mistakes You ask questions You say Im sorry You have a passion for service You have a passion for healthcare Qualifications What you should have or have done:
Masters Degree or pursuing one and/or 10 years of work experience. Other advanced education certification that shows an interest in continual learning Strong knowledge of Microsoft suite of applications Proven leadership with financial systems and business development strategies Six Sigma, LEAN, or other Process Improvement methodology interest or expertise Want some of this? Come work with us!

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