Operations Analyst, Virtual Care

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 plays a key role in supporting daily operations and continuous improvement of Mass General Brigham’s Virtual Care programs. The position is responsible for optimizing workflows, troubleshooting issues, and enhancing access, quality, and efficiency across virtual care 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.

Essential Functions

-Builds and manages collaborative relationships with partner hospitals to ensure an exceptional service experience, enable clear and proactive communication, and anticipate operational needs.

-Develops and maintains performance dashboards and reports that inform leadership decision-making, measure utilization, and support strategic growth of digital programs.

-Collaborates with cross-functional stakeholders to streamline workflows, improve provider experience, and enhance the reliability of Virtual Care operations.

-Supports systemwide implementation of new initiatives and process improvements, ensuring alignment with Mass General Brigham Digital strategy and regulatory standards.

-Serves as a liaison between program management, clinicians, hospital operations, and technical partners to promote clear communication and operational alignment.

-Contributes to the design and documentation of operational policies and procedures, ensuring accuracy, version control, and compliance with MGB governance standards.

-Monitors and analyzes performance metrics to identify trends, evaluate program outcomes, and identify opportunities for improvement.

-Supports training and onboarding efforts by preparing and maintaining educational materials and ensuring operational readiness for new programs or features.

-Participates in continuous improvement initiatives that enhance efficiency, scalability, and the patient and provider experience.

Qualifications

Education

• Bachelor's Degree in a related field of study required

• Equivalent experience may be accepted in lieu of degree

Experience

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

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 new technologies, systems changes, and evolving virtual care models.

Additional Job Details (if applicable)

Remote Type

Hybrid

Work Location

399 Revolution Drive

Scheduled Weekly Hours

40

Employee Type

Regular

Work Shift

Day (United States of America)

Pay Range

$63,648.00 - $90,750.40/Annual

Grade

6At 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:

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.

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.