Chief, Patient Care Services Officer
Mass General Brigham

The Chief Patient Care Services Officer has overall accountabilities for all non-provider clinical practice and leadership elements across nursing, therapies, social work, dietary, paramedic/EMS and other professionals supporting health care in the home. This includes overall authority and responsibility for establishing standards of practice across their respective role groups, developing and implementing plans for providing high-quality and industry-leading safe care-at home, while continuously improving the level of care provided across a portfolio of legacy and emerging services including Home Care, Home Hospital, and Palliative Care at Home. Additionally, the Chief Patient Care Services Officer is responsible for creating exceptional patient experiences, robust staff engagement through an inclusive work environment, and positive financial outcomes in all operational areas of responsibility. These areas include the leadership of a multidisciplinary clinical mobile workforce as well as the supportive administrative functions working in hybrid settings. The Chief Patient Care Services Officer leads the development and implementation of the patient care services strategic plan and ensures alignment with Healthcare at Home and Mass General Brigham (MGB) initiatives and goals. The Chief Patient Care Services Officer continuously builds collaborative relationships with leaders across the Healthcare at Home entity and the MGB system, including enterprise operations, providers, and multiple matrixed functional areas. This collaboration is to facilitate the best outcomes for patients, families, and the team in defining the optimal path forward for the systems imperative to increasing access to care for across the full continuum of care including the emerging home setting of care.

This position reports to the Healthcare at Home President and operates within established organizational and departmental policies and procedures.

ESSENTIAL JOB FUNCTIONS:

Professional Practice Leadership:

Collaborate in the development of a strategic direction for multidisciplinary clinical practice in the home setting of care and implement strategies, systems, and programs that support the achievement of the Healthcare at Home and Mass General Brigham's mission and goals.

Build, shape and continuously assess and promote a culture that focuses on care and quality by recognizing excellence in clinical practice, shared decision-making about practice issues, care delivery systems, and human resource management.

Work horizontally across multiple brick and mortar care settings to define the development and implementation of organization-wide patient care solutions, standards, policies, and procedures that describe how patients' needs, or patient populations receiving care at home, are risk stratified, assessed, evaluated, and met.

Lead and collaborate in the development of system, hospital, and departmental goals across a multi-licensed professional practice workforce. Incorporate all relevant goals and objectives of the organization's strategic plans into specific actions for assigned areas of responsibility.

Develop and implement the organization's plans for providing age-appropriate clinical care to those patients across the portfolio of Healthcare at Home service offerings employing industry and academic best practices to ensure effective use of emerging technologies.

Act as a consultant and mentor to create the support and systems necessary for excellence in clinical practice and quality of work life.

Provide visible leadership across multiple sites and settings of care, including the patients home, and lead the development of strategies to promote recruitment, retention, and recognition of excellence of multidisciplinary care in the home setting this includes engagement with staff and leadership periodically on off shifts and weekends.

Seek opportunities for recognition of the organizations and achievements.

Assure continuity and consistency of clinical services across the continuum of care provided by Healthcare at Home. Develop, support; model engagement and thought leadership in service line offerings that enhance the integration of offerings across the Hospital system and the patient continuum of care.

Actively participate in internal committees and routinely cascade both actionable expectations and create awareness.

Identify and articulate the common needs and viewpoints of patients and care staff to appropriate decision-making groups (Office of the Chief Operating Officer, Office of the Chief Medical Officer, Chief Nursing Officer Council, Employee Relations/Labor Relations, Office of the General Council, Health Plan Leaders) as well as advocate for recommendations and justify alternatives considered. Represent Healthcare at Home in MGB system-wide initiatives as a deep subject matter expert of care in the home setting.

Provider Collaboration:

Facilitate activities and act as a liaison with appropriate provider (MD/DO/NP/PA) staff. Interact proactively and develop partnerships with physicians, medical staff committees and Advanced Practice Provider leadership to create a collaborative practice approach to outcomes driven care across a variety of settings including Primary Care, Ambulatory Care, hospital facility based and others.

Include, involve, and engage providers in all key multidisciplinary strategies and implementation plans to develop an atmosphere of trust, collegiality, mutual respect, and shared learning.

Quality Leadership and Process Improvement:

Identify, model, and provide leadership oversight in collaboration with the Office of the Chief Medical Officer (OCMO) for quality assurance and performance improvement (QAPI) in patient care processes that support patient care progression across the continuum.

In conjunction with the OCMO, oversee the development and implementation of benchmarking patient care indicators for the home setting of care with action plans and ongoing analysis to make practice changes.

In collaboration with the OCMO, ensure that organizational wide performance improvement programs and training initiatives, are adapted for the home setting of care and implemented.

In partnership with the OCMO, develop, implement, and evaluate organizational policies and procedures to ensure compliance with requirements of regulatory bodies. Implement Joint Commission and/or state site visits readiness across each service offering.

Leadership accountability to ensure quality standards are defined, implemented, and measured to ensure patient safety, and customer satisfaction throughout the evolution of the portfolio of services within Healthcare at Home.

Human Resource Management:

Provide leadership guidance and input in identifying unique staffing needs for the care of patients in the home setting, maintaining proficiency understanding the changing demographics of licensed colleagues and challenges in both the short and long term to redesign staffing models for the tech enabled, highly autonomous mobile clinical workforce of today and tomorrow.

Model and evolve an inclusive work culture where every employee knows they are respected, and their work is valued.

Identify skills and competencies required to maintain and enhance quality care and service of a mobile clinical workforce. Collaborate with Human Resources Business Partners in developing recruitment, retention, and development strategies to meet identified needs as well as compensation trends.

Actively engage in and promote employee relations in all spheres of influence. Ensure staff communication channels are effective and issues are heard and acted upon across the entire multi-licensed team.

Promote activities and initiatives for all roles towards achieving cultural belonging.

In collaboration with Office of the General Counsel/ Employee Relations Labor Relations lead negotiations for union contracts.

Financial & Operational Management:

Collaborate with Executive Team in planning, implementing and leading operations including participating in strategic resource planning, providing clinical and staff input into designing new or evolving models of care delivery in hybrid sites of care.

Accountable for partnering with finance leaders to develop budgets for patient care services departments based on volume and acuity.

Develop and implement strategies to ensure cost effective patient care while ensuring clinical excellence as defined by national benchmarks and internal models.

Accountable for Emergency Preparedness including serving as Incident Commander or other Healthcare Incident Command System Staff positions. In conjunction with the Emergency Preparedness team, participate in Hazard Vulnerability Analysis (HVA) and assist with planning and implementing the Emergency Operations Plan as well as direct engagement for any HICS activation events

External and Community Activities:

Participate in the development and maintenance of a clinical leadership network both locally and nationally with the purpose of identifying areas of common need and potential for joint/coordinated efforts.

Participate in community service and educational programs that will enhance the delivery of quality patient care throughout the community and enhance the image of the organization.

Confer with other hospitals, universities, public organizations, and professional organizations for the purpose of sharing knowledge, skills, and promotion of public relations.

Participate in professional organizations appropriate to the position.

Build new and modify established policies and procedures, objectives, confidentiality, quality improvement program, safety, compliance, infection control, and environmental standards in collaboration with enterprise shared services functions and Healthcare at Home executive team.

Maintain professional growth and development through attendance at seminars, workshops, conferences or in-services, professional affiliations, or journals to ensure proficiency with industry and regulatory positions.

Accountable to ensure staff meets annual competency and retraining requirements.

Perform other functions/duties as requested.

Qualifications
REQUIREMENTS:

• Advanced degree in nursing, physical therapy, management, business, or hospital administration

• Current licensure in paramedicine, nursing, physical therapy, or as an Advanced Practice Provider in the Commonwealth of Massachusetts, or the ability to obtain licensure by time of hire, is preferred

• 5+ years of Clinical Operations experience, with a demonstrated ability to define, analyze, and achieve entity-level KPIs and national quality benchmarks, driving enterprise fiscal and operational excellence

• 7 to 10 years of progressively responsible experience in clinical workforce management and leadership

• Current American Heart Association BLS certification

• Experience with organized labor negotiations and managing union relationships is highly desired

• Experience in leading a mobile clinical workforce and a strong understanding of acute hospital care, including knowledge of policy and regulatory standards, is preferred

• Experience with budget oversight and management is preferred

• Familiarity with CMS Home Health payment models, Electronic Visit Verification, Value-Based Purchasing, and Star ratings, as well as traditional Acute Care reimbursement and healthcare payer economics

• Proven track record in clinical leadership, demonstrating positive outcomes in quality, safety, patient experience, staff engagement, and financial performance

• Strong skills in large-scale change management initiatives leading and influencing across a matrixed environment, involving diverse stakeholders and various care settings

• Competence in clinical product development and the ability to scale and optimize rapidly growing, novel models of care

• Comfortable leading a team to address the needs of high-risk patient populations in non-traditional care settings

Location:

Must live in the State of Massachusetts or willingness to relocate.

EEO Statement
Mass General Brigham 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 the law. We will ensure that all individuals with a disability are provided a reasonable accommodation to participate in the job application or interview process, perform essential job functions, and receive other benefits and privileges of employment.