Process Improvement Specialist I

Summary The inpatient Patient Services Liaison is responsible for providing appropriate, effective, and efficient services through non‑clinical care coordination, assistance during video swallow studies, and clinical operations support. This role interfaces with the patient and the speech‑language pathologist. The Patient Services Liaison is primarily involved in daily operations and special projects in the inpatient setting and is expected to maintain collaborative relationships at MGH to ensure quality care. This is a unique position within the MGH Department of Speech, Language and Swallowing Disorders that straddles supporting patient services, administrative management, and quality improvement. We are seeking someone who is interested in healthcare, works well in a team environment, enjoys impacting the care of patients, has strong interpersonal skills, and is organized and takes initiative. This role is on site, Monday‑Friday, with time spent in the hospital and in an office environment. Essential Functions Provide at the elbow support for patient care. This role will have direct contact with the patient within the hospital, assisting the inpatient SLP. Coordinate video swallow procedures, communicate information, and assist in and perform duties associated with these studies including schedule transport, set up, clean up, and transporting materials. Provide support for team and department‑lead projects, technology, and perform general clerical duties to support the team operations. Work with the inpatient coordinator and/or clinical manager to schedule meetings, maintain internal documents, run weekly operations reports to inform improvement efforts. Act as the liaison for troubleshooting issues requiring internal (within MGB) and external (vendor) support/provide technical support. Use the EHR to complete administrative clinical support activities including scheduling radiology appointments and running reports. Interface with patient transport departments to and from the unit to radiology in collaboration with SLP, Radiology Tech, and bedside nurse. Support outpatient administrative teams with tasks as needed. Participates in departmental and team‑based meetings. Performs all other duties as assigned. May participate in quality improvement projects to optimize patient care, patient safety, streamline processes, and improve healthcare outcomes. May gather and analyze data related to process performance and patient outcomes. Education Bachelor's Degree Related Field of Study required No Licenses and Credentials — Experience Process Improvement/Quality Management Experience 1-2 years preferred Knowledge, Skills and Abilities Healthcare operations, therapy assistant, and/or process improvement experience preferred. Familiarity with healthcare operations, patient care processes, and healthcare quality standards. Excellent communication and interpersonal skills to collaborate with various stakeholders and healthcare providers. Strong problem‑solving and critical‑thinking skills to identify process issues and implement effective solutions. Manage time and responsibilities with a sense of ownership and self‑drive. Proficient in Teams, Outlook, PowerPoint, and basic project management to lead and coordinate projects. Takes initiative; has a can‑do attitude; can function in a fast‑paced clinical environment and juggle multiple activities. Technologically inclined. Demonstrates effective written and oral communication skills. Participates in departmental and team‑based meetings. Performs all other duties as assigned. Equal Opportunity Employer Statement The General Hospital Corporation 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. #J-18808-Ljbffr Massachusetts General Hospital