Head of Client Support Services

Join a Mission-Driven Healthcare Team

Mass General Brigham is built on a mission of delivering exceptional patient care, advancing research, and serving our communities. Our teams-clinical and non-clinical-work collaboratively to support safe, innovative, and high-quality care.

We are seeking a Service Line Supervisor to play a key leadership role in supporting perioperative operations, ensuring that surgical teams have the tools, equipment, and coordination needed for successful patient care.

Close partnership with operating room teams and sterile processing

Comprehensive medical, dental, and vision insurance

• Tuition reimbursement
• 403(b) retirement plan, Cash Balance Plan, and Tax-Sheltered Annuity
• Employee "Perks" program (discounts on events, travel, and more)

The Service Line Supervisor oversees and coordinates the day-to-day operations of a designated service line, ensuring efficient workflows and high-quality service delivery. This role acts as a critical operational bridge between sterile processing and surgical services, supporting safe, timely, and effective perioperative care.

Supervise and coordinate service line staff, including task assignment, performance monitoring, and feedback

• Conduct performance evaluations and address performance concerns as needed
• Provide coaching, training, and development opportunities for team members
• Monitor daily operations to ensure timely and efficient service delivery
• Implement and uphold quality assurance processes and service standards
• Lead Clinic related activities in the Department
• Support clinical operations and other customer service team activity
• Participate in High Reliability Organization support activity and projects
• Ensure the smooth operation and compliance to the SPDR program, which facilitates revenue generation for the department

Summary: Responsible for overseeing and coordinating the activities of a specific service line within the organization. Supervise and coordinate the activities of service line staff, including assigning tasks, monitoring performance, and providing feedback.

• Conduct regular performance evaluations and address performance issues as necessary.
• Provide coaching, training, and development opportunities to enhance the skills and knowledge of team members.
• Monitor service line operations to ensure timely and efficient service delivery.
• Implement and enforce quality assurance processes and standards to maintain high-quality service levels. Education: High School Diploma or Equivalent required; Bachelor's Degree Related Field of Study preferred

Certified Registered Central Service Technician [CRCST] - Healthcare Sterile Processing Association (HSPA) required

Experience in a supervisory or managerial role, preferably in a service-oriented industry 1-2 years preferred

Strong leadership and people management skills.

• Ability to motivate and inspire a team to achieve targets and meet service standards.
• Knowledge of service line operations, processes, and best practices.
• Familiarity with quality assurance principles and methodologies.
• Proficient in using relevant software applications and systems.
• Excellent organizational and time management skills.

Brigham and Women's Faulkner Hospital, 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.