Quality Improvement Specialist, Patient Experience - Radiology

Site: North Shore Medical Center, Inc.

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 Quality Improvement Specialist plays a key role in ensuring that the department performs at the highest levels on standardized, national measures of clinical care quality. The role ensures the accurate and timely collection of data from clinical records, identifies opportunities for improvement, communicates and works collaboratively with multidisciplinary improvement teams and facilitates the creation and implementation of improvements in care processes.

Primary Responsibilities:

• Assist with the development and coordination of all data reports related to performance management, patient experience and various additional quality-related initiatives.
• Support the development of quality improvement performance audit function processes and tools.
• Assist in designing, running, managing, and data review process for assuring accuracy and integrity of health services data reports to meet regulatory and operational requirements.
• Report outcomes and quality monitoring results to management.
• Assist with managing databases, policies and procedures related to assigned areas.
• Assist with related activities for various committees and meetings for assigned areas.
• Develop recommendations for process improvement.
• Consults on quality issues and develops solutions.
• Collaborate with leadership to develop performance dashboards, identify trends, and escalate concerns requiring process or behavioral interventions
• Assist in the design and maintenance of performance evaluation tools to ensure alignment with institutional goals and regulatory standards.
• Provide data-driven insights to support professional practice evaluations (e.g., OPPE/FPPE) and continuous performance improvement planning.
• Works closely with quality leadership to support programmatic needs and operational priorities.

Qualifications

Qualifications:

• Bachelor's Degree related field of study required. Related experience can be accepted in lieu of degree.

• 2+ years of patient experience or customer service experience in a healthcare setting required.

• 2+ years of experience in Quality Improvement, preferably in a healthcare setting preferred.

Additional Knowledge, Skills and Abilities:

• Demonstrated knowledge and use of quality improvement methodologies and tools.
• Must have strong interpersonal skills necessary to establish supportive, collegial relationships, and to interact effectively with administrative and clinical leadership, staff, clinical leads, and other healthcare professionals.
• Ability to manage multiple projects simultaneously and adhere to work deadlines.
• Excellent verbal and written communication skills.
• Excellent computer skills including Microsoft Office (Word, Excel, PowerPoint, Access), Flowcharting/mapping (QI Charts).
• Ability to learn and effectively use computer software, such as electronic health records and data entry tools.

Additional Job Details (if applicable)

Schedule and Working Model

• Full-time, Monday through Friday, standard business hours.

• Primarily remote with occasional team meetings in Boston, MA area.

• Employees must use a stable, secure, and compliant workstation in a quiet environment. Teams Video is required and must be accessed using MGB-provided equipment.

Remote Type

Remote

Work Location

1620 Tremont Street

Scheduled Weekly Hours

40

Employee Type

Regular

Work Shift

Day (United States of America)

Pay Range

$63,648.00 - $90,750.40/Annual

Grade

6

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.

EEO Statement:

3200 North Shore Medical Center, Inc. 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.

Mass General Brigham Competency Framework

At Mass General Brigham, our competency framework defines what effective leadership "looks like" by specifying which behaviors are most critical for successful performance at each job level. The framework is comprised of ten competencies (half People-Focused, half Performance-Focused) and are defined by observable and measurable skills and behaviors that contribute to workplace effectiveness and career success. These competencies are used to evaluate performance, make hiring decisions, identify development needs, mobilize employees across our system, and establish a strong talent pipeline.