Operations Analyst

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

The Operations Analyst I plays a key role in supporting daily operations and continuous improvement of Mass General Brigham’s Virtual Consults programs. The position is responsible for optimizing workflows, troubleshooting issues, and enhancing access, quality, and efficiency across virtual consults delivery. The Operations Analyst collaborates with clinical, operational, and technical stakeholders to collect, analyze, and present data that informs decision-making and advances organizational priorities in virtual healthcare. This role requires a proactive approach to identifying opportunities for improvement and implementing solutions that support exceptional patient and physician experiences.



Ideal candidates will demonstrate:

- Strong customer service and clinical operations experience

- Excellent organizational and problem-solving skills

- High emotional intelligence and adaptability

- A collaborative outlook within a team environment

- Capacity to engage effectively with stakeholders across the Virtual Consult enterprise

 

Qualifications

Education

• Bachelor's Degree in Related Field of Study required

• Equivalent experience may be accepted in lieu of a degree

Experience:

• 2-3 years of experience in data analysis, operations, and project support or project management required

• 2-3 years of ​experience working with senior clinical and administrative leadership preferred

• 2-3 years of demonstrated experience working within cross-functional teams to achieve operational goals and process improvement preferred

• 2-3 years of experience completing moderate to complex data analysis with a high degree of attention to detail preferred

• 2-3 years of ​demonstrated experience with Epic, data visualization tools, or performance reporting preferred.​ 

Knowledge, Skills, and Abilities 

• ​Analytical & Problem-Solving Skills: Interpret complex data sets, identify trends, and translate insights into actionable recommendations that improve operational performance. Advanced skills in Microsoft Excel (pivot tables, formulas, data modeling) and familiarity with data visualization tools.​ 

• Systems Proficiency: Work in and adapt to a variety of customer and systems focused data platforms, manage throughput, identify bottlenecks, and restore workflows.  ​ 

• Communication Excellence: Present information effectively, with strong verbal, written, and presentation skills. Convey technical and operational concepts clearly to diverse stakeholders.​ 

• Organizational Capacities: High degree of attention to detail and ability to manage multiple priorities in a fast-paced, matrixed healthcare environment.​ 

• Collaboration and Influence: ​Collaborative mindset and demonstrated success working in matrixed healthcare organizations.​ 

• ​Adaptability & Continuous Learning: Ability to embrace