Administration Manager, Contact Center

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 Opportunity

The Operations Administration Manager of the MGB Contact Center is responsible for providing operational and administrative leadership within a healthcare organization. This role is responsible for managing daily business functions, supporting departmental efficiency, and overseeing non-clinical services to ensure smooth and effective operations. The manager works closely with clinical and executive teams to align administrative processes with organizational goals and regulatory standards.

What You'll Do

There are 14 MGB entities we are interacting with, contact center is a large centralized and efficient group. The Manager must be able to influence and educate various directors, key stakeholders at practices, while communicating KPIs and metrics. Direct reports will include 2 supervisors, 2 team leaders, and schedulers roll up to this leader -there are 40 indirect reports. Strong presentation skills are required. Must be proactive to work together with peers and other operational leaders to find solutions, review ongoing trends, challenges, solutions and effectiveness.

-Oversee day-to-day administrative operations, including staff supervision, office management, scheduling, and resource allocation.
-Develop and implement policies, procedures, and workflows to support departmental and organizational efficiency.
-Collaborate with leadership on strategic planning, process improvement, and performance initiatives.
-Manage departmental budgets, monitor expenditures, and ensure cost-effective use of resources.
-Coordinate communication across departments and serve as a liaison between administrative and clinical teams.
-Ensure compliance with applicable regulations, accreditation requirements, and internal policies.
-Support onboarding, training, and development of administrative staff.
-Lead or participate in committees and projects focused on operational improvement, patient experience, or employee engagement.
-Prepare reports, dashboards, and documentation to support decision-making and performance monitoring.

 

What You'll Bring

• Bachelor's Degree Business Administration required or Bachelor's Degree Healthcare Administration required or Bachelor's Degree Related Field of Study required
• Master's Degree Related Field of Study preferred
• Can this role accept experience in lieu of a degree? No
• Experience in administrative or operational management in a healthcare or clinical setting
• 3-5 years required and Experience supervising staff
• 2-3 years required and Experience managing budgets, 2-3 years preferred or Experience and familiarity with regulatory compliance in healthcare 1-2 years preferred
• Exceptional leadership and organizational skills.
• Excellent communication and interpersonal abilities.
• Proficiency in Microsoft Office and administrative software systems.
• Ability to manage multiple priorities and lead process improvement initiatives.
• Knowledge of healthcare operations, policies, and documentation standards.

 

Working Model Requirements

• M-F Eastern Business Hours, days required M-F
• Fully Remote requires stable, secure, quiet, compliant workstation with MGB equipment in use including Teams Video meetings.
• Business Hours for operations are typically between 8a-6p ET, the manager must be present, available and covering employees or business needs as needed, this exempt role is Full Time, shifts can vary within reason based on business needs

 

Remote

 

399 Revolution Drive

 

40

 

Regular

 

Day (United States of America)

 

Pay Range

$78,000.00 - $113,453.60/Annual

 

Grade

7

 

At Mass General Brigham, we believe in recognizing and rewarding the unique value each team member brings to our organization. Our approach to determining base pay is comprehensive, and any offer extended will take into account your skills, relevant experience if applicable, education, certifications and other essential factors. The base pay information provided offers an estimate based on the minimum job qualifications; however, it does not encompass all elements contributing to your total compensation package. In addition to competitive base pay, we offer comprehensive benefits, career advancement opportunities, differentials, premiums and bonuses as applicable and recognition programs designed to celebrate your contributions and support your professional growth. We invite you to apply, and our Talent Acquisition team will provide an overview of your potential compensation and benefits package.

 

0100 Mass General Brigham Incorporated is an Equal Opportunity Employer. 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 law. We will ensure that all individuals with a disability are provided a reasonable accommodation to participate in the job application or interview process, to perform essential job functions, and to receive other benefits and privileges of employment. To ensure reasonable accommodation for individuals protected by Section 503 of the Rehabilitation Act of 1973, the Vietnam Veteran’s Readjustment Act of 1974, and Title I of the Americans with Disabilities Act of 1990, applicants who require accommodation in the job application process may contact Human Resources at (857)-282-7642.

 

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