Joslin Diabetes Center

  • Project Manager, Clinic (Performance Improvement)

    Location US-MA-Boston
    Job ID
    # Positions
    Pos. Type
    Full Time
  • Overview

    The Performance Improvement Project Manager (Clinic Administration) will lead, facilitate, manage, and support cross-functional teams charged with the responsibility to improve/(re)design systems and processes critical to achieving safe, timely, effective, equitable and patient centered  care.

    Understands the context of assignments and is able to be flexible and adaptable to changing roles & priorities. Acting as a change agent and partnering with administrative and physician leaders, the Performance Improvement Project Manager is responsible for the development, implementation and ongoing assessment of comprehensive performance improvement and redesign initiatives.


    • Provide expertise through the use of Quality Tools and Techniques to sustain process improvements.

    Lead and/or facilitate the use of statistical techniques for generating, organizing and processing data through the use of Excel, Access, and other database software programs. General Leverage best practices (internal & external) and projects across multiple departments. Lead and facilitate improvement within a function that will drive or have direct impact on process improvements, cost control and customer satisfaction.


    •   Advise on policy and procedural changes and develops measurement criteria.

    Assess departmental performance in relation to established goals and standards; recommend new approaches, policies and procedures to effect continual progress toward goals and standards. Work collaboratively to solve problems, to improve processes, and to integrate services within the Clinic and with other departments. Evaluate and recommend support strategies to meet Clinic operational and financial goals.


    • Assist Leadership and Business Unit Leaders in identifying key projects that will provide the optimum benefit  in improving Clinic processes and performance.

    Identify core processes for end-to-end focus and coordinate the implementation of Six Sigma/Lean Process Management in the business unit. Convert project ideas into scoped projects that are subsequently prioritized, resourced and executed. Develop charter and project plans including the gathering of information, estimates of cost, resources required, improvement action and implementation plans.


    •  Assist key stakeholders to define project parameters.

    Drive implementation of critical business metrics & ongoing end-to-end process reviews. This will include the following steps: a) Identify key processes and their indicators; b) Establish baseline metrics; c) Report through financial and business review process; and, d) Develop and maximize improvement plans.


    •  Communication

    Develop effective communication methods to keep staff and others informed about improvement/redesign activities of the Clinic. Conduct written and oral project updates for senior management  and Business Leaders. Utilize Best Practices where possible to accelerate change.


    • Manage relationships with internal and external partners, including meeting attendance, tracking deliverables, following up on issue resolutions.


    •  Treats colleagues with respect and dignity.

    Increase colleagues’ performance improvement capabilities to continuously improve their daily work and participate in process redesign efforts. Teach, mentor, coach and develop staff on process improvement and change management.  Provide Clinic Directors, Managers, Supervisors and staff with ongoing Clinic Improvement Model education and training.


    • Coach and mentor team members and process owners to utilize a defined Lean Six Sigma process improvement methodology that analyzes and interprets data for decision making.

    Assist in the delivery of Clinic operations improvement model training programs and initiatives. Develop staff by assisting them to identify goals and opportunities for learning. Serve as a role model by integrating quality customer service skills, leadership skills and communication skills when interfacing with both internal and external customers.


    •  Be a sought after resource/role model.

    Provide assistance and serve as a resource to departments and sections in identifying, planning and implementing Lean/Six Sigma projects. Serve as liaison with other Joslin business units, vendors, and other organizations on operational excellence and best practices. Actively seek opportunities for self-improvement through self-awareness and feedback. Actively pursues opportunities to become multi-skilled to serve a more diverse role in the organization.


    •  Maintains courteous and effective interactions with colleagues and patients.

    Demonstrates a commitment toward meeting and exceeding the needs of our customers and consistently adheres and exceeds our high customer service standards.


    • Bachelor’s Degree in Business, Quality or other related functional area required; MBA or Masters highly desirable or equivalent training and experience.
    • Minimum 4 years’ experience.
    • Certification in Lean and/or Six Sigma preferred.
    • Excellent analytical skills.                                           
    • Competent working knowledge of Microsoft Office applications.
    • Strong proven leadership, project management, and execution skills.
    • Superb communication skills, both written and verbal.
    • Demonstrated change agent, self-starter and team player.
    • Able to work independently and handle multiple priorities.
    • Capable of leading the charge (sometimes from behind) and thinking "out of the box".
    • Comfortable challenging the status quo while able to work while diplomatically to keep stakeholders engaged.
    • Able to persuade others and gain commitment.
    • Understands context of assignments and tasks and able to be flexible and adaptable to changing roles & priorities




    Joslin Diabetes Center is an Equal Opportunity Employer and all qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, genetic information, disability status, protected veteran status or any other status protected by law.


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