New

Administration Manager, Contact Center

Mass General Brigham (Enterprise Services)
United States, Massachusetts, Somerville
399 Revolution Drive (Show on map)
Dec 31, 2025
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 Mass General Brigham Incorporated is an Equal Opportunity Employer. By embracing diverse skills, perspectives and ideas, we choose to lead. 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.