Sr. Director, Referral Operations and Clinical Alignment

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

Essential Functions:

• Lead and manage the referral operations to ensure efficient and effective patient flow.
• Develop and implement strategies to expand internal referral networks and enhance physician engagement partnerships.
• Collaborate with clinical, administrative, and training teams to ensure referral processes align with patient care objectives.
• Monitor and analyze referral data to identify opportunities for process improvements and growth.
• Establish relationships with stakeholders, including physicians, healthcare providers, and business partners, to drive access and growth.
• Oversee initiatives to promote services and expand departmental reach.
• Ensure compliance with healthcare regulations, policies, and industry standards in referral activities.
• Provide leadership and mentorship to teams, fostering professional growth and enhancing overall performance.
• Prepare and present reports to senior leadership on referral trends, operational efficiency, and business outcomes.

The Senior Director, Referral Operations and Clinical Alignment is a key leader who strengthens operational alignment, facilitates access to clinical services, and supports effective coordination of international patient care.

Working collaboratively with clinical and administrative stakeholders, the Senior Director ensures that IPS and physician practices maintain clear communication channels, coordinated workflows, and a shared understanding of operational priorities and patient needs. The role identifies and addresses barriers to clinical access, facilitates cross-departmental communication, and supports responsive coordination between IPS and the clinical teams delivering care.

The position requires a strong understanding of academic medical center operations, exceptional relationship-building skills, and the ability to navigate complex organizational structures. Success requires the ability to influence without direct authority and foster collaboration across multiple clinical specialties and administrative functions.

Duties and Responsibilities:

• Establish and maintain trusted, collaborative relationships with department administrators, clinical leaders, practice administrators, and other key stakeholders across Mass General Brigham.
• Serve as the primary liaison between IPS and clinical departments to promote effective communication, coordination, and operational alignment.
• Develop a comprehensive understanding of physician practice structures, clinical service offerings, and departmental workflows to support international patient access and coordination.
• Facilitate ongoing dialogue between IPS and clinical leadership to ensure mutual understanding of operational priorities, expectations, and patient needs.
• Representing IPS in relevant clinical and operational meetings to strengthen relationships and promote cross-functional collaboration.
• Collaborate with administrative teams to align operational workflows supporting international patient referrals, appointment coordination, and access to clinical services.
• Identify and address operational barriers, communication gaps, and workflow challenges that affect the coordination of international patient care.
• Work with clinical departments and IPS leadership to establish clear communication channels, defined points of contact, and effective escalation processes.
• Facilitate coordination across clinical and administrative teams to support efficient patient navigation and continuity of communication throughout the patient care process.
• Promote consistency in operational practices while recognizing the unique requirements and workflows of individual clinical departments.

Clinical Access and Patient Coordination

• Work collaboratively with clinical operations teams to facilitate appropriate and timely access to specialty care for international patients.
• Develop and maintain relationships with key contacts to support effective coordination of complex and multidisciplinary patient needs.
• Identify recurring access challenges and collaborate with appropriate stakeholders to develop practical, sustainable solutions.
• Serve as a resource to IPS leadership and operational teams in navigating clinical department structures, referral pathways, and practice-specific processes.

Communication and Continuous Improvement

• Establish regular communication and feedback mechanisms with stakeholders to identify opportunities for improved coordination and alignment.
• Collaborate with leadership to identify operational priorities and opportunities to strengthen relationships with clinical departments.
• Facilitate the exchange of information regarding changes in physician practice workflows, clinical services, and departmental processes that may affect international patient access and coordination.
• Support the development and communication of standardized processes, operational guidelines, and escalation pathways where appropriate.
• Monitor recurring operational challenges and collaborate with stakeholders to implement improvements that enhance responsiveness, efficiency, and international patient experience.
• Demonstrate the ability to lead through influence in a complex, matrixed environment while fostering strong relationships across clinical, operational, and administrative teams.

Pay Range

Grade

Mass General Brigham Competency Framework

Why work here?

Combat disease. Hold a hand. Help people. Impact the world.

Mass General Brigham is a passionate, welcoming community where minds meet caring hearts.

Come be a part of the world’s most powerful force in medicine, where every role is important in changing lives. Are you ready?

About Us?

Our history includes New England hospitals founded over 200 years ago, some of the first and most prestigious hospitals in the world.

Built on the legacy of two leading academic medical centers, we’re more than a system—we’re leaders in the practice of medicine. Mass General Brigham is committed to serving the community.

We are dedicated to enhancing patient care, teaching and research, and taking a leadership role as an integrated health care system.

We recognize that increasing value and continuously improving quality are essential to maintaining excellence.