Director of Operations & Human Rights Office (HRO)

POSITION SUMMARY:

The Director of Operations is responsible for the management of services across our inpatient and CSS programs, specifically in the areas of administration, personnel, fiscal management, strategic planning, and operations.  The Director manages the departmental activities to meet hospital needs and objectives in accordance with operating policies and business plans.  Provides overall direction to other facility directors in planning, directing and controlling their respective departments and ensures the efficient, economic and quality performance of assigned areas in order to provide quality healthcare systems and to maximize hospital revenues.  

The Director provides leadership for continuous service and quality improvement, innovation and staff empowerment, accomplished through effective internal and external customer relations.

In addition, as the facility’s Human Rights Officer, the Director acts as the liaison to facilitate the resolution of patient and family inquiries and grievances in a timely manner and actively engages patients to improve their experience. The Director provides education to patients and staff about rights issues and regulatory expectations and partners with leadership, risk management, and quality to ensure compliance and promote a culture of dignity, safety, accountability, and responsiveness.

Position: Director of Operations & HRO       

Department: Brockton Admin

Schedule: Full Time

ESSENTIAL RESPONSIBILITIES / DUTIES:

Operations Responsibilities:

• Translates the overall hospital mission and goals into departmental goals and objectives.  Assists the Executive Director with defining, developing and implementing short- and long-term strategies and plans to meet organizational objectives. Identifies needs and problems in relation to attaining goals and objective based on an analysis of information.
• Ensures the highly productive and cost-effective quality performance of all departments and services.  Works with other facility Directors, to provide for the identification, analysis and development of operating policies, systems, programs and standards.  Establishes, approves, and implements administrative policies and procedures.  Recommends and implements changes in policies and procedures to improve the cost effectiveness of operations.
• Supports in maintaining the facility’s policy and procedure manual.  Adheres to performance standards as outlined by the Joint Commission.
• Ensures departmental productivity.  Develops productivity measurements and adjusts resources to meet hospital standards as required by the Executive Director.  Analyzes department productivity information and develops strategies to effect changes in operations and improvements in service using measurable criteria standards.
• Partners with the Executive Director to ensure the fiscal management of department activities ensuring that departments operate within allocated funds.  Analyzes department/division/section spending plans and monitors department compliance with budgetary policy.  Explores and resolves budgetary variances.
• Partners with the Executive Director to ensure efficiency of operations related to the revenue cycle and utilization management. 
• Works collaboratively with a variety of hospital leaders and staff to accomplish hospital goals and objectives.  Develops and maintains good communication and relationships within departments.
• Assists Executive Director with planning of departmental renovations and moves, including assessment of needs, and space utilization design.  Oversees and coordinates all aspects of departmental renovations or relocation.
• Coordinates with leadership from housekeeping and facilities to ensure adequate and timely maintenance, and repairs for clinical physical space, ensuring that all areas, equipment, and furnishings are kept clean and in good repair.  Recommends needs for capital renovation and works with the Executive Director to get projects approved by the hospital planning/approval process.
• Manages Department-wide projects, as required.
• Leads and manages supply chain operations including procurement, inventory control, vendor relationships, and expense stewardship strategies.
• Supports financial operations including operational budget development, departmental monitoring, revenue optimization strategies, and cost-efficient initiatives aligned with system goals.
• Plans and coordinates meetings, sets agendas, documents outcomes, and tracks follow-up actions to ensure accountability.
• Supports regulatory readiness activities and ensures ongoing compliance with state, federal, and accreditation requirements (e.g., DMH, BSAS, Joint Commission, CMS).
• Participates in hiring, onboarding, education, and performance evaluation processes, fostering a culture of teamwork, service excellence, and continuous improvement.
• Assists with emergency management planning, business continuity efforts, and incident command activities.
• Performs other duties as assigned or requested to meet the needs of BBHC and the Boston Medical Center Health System.

Human Rights Office (HRO) Responsibilities:

• Ensure compliance with Massachusetts DMH licensing standards and regulations regarding patient rights.
• Serve as the primary point of contact for all human rights matters within BBHC.
• Educate staff and patients on human rights policies, procedures, and available resources.
• Investigate and address any concerns or complaints related to patient rights and advocate for resolution.
• Maintain thorough and accurate documentation of human rights inquiries, investigations, and outcomes.
• Monitor, review, and report on the use of restraint, seclusion, or other restrictive interventions to ensure alignment with patient rights and hospital policy.
• Act as liaison to the Human Rights Committee, ensuring appropriate reporting, tracking, and follow-up of rights-related concerns.
• Develop, deliver, and coordinate patient rights education and training programs for staff during orientation and ongoing professional development.
• Maintain current knowledge of relevant laws, regulations, and accreditation standards, ensuring hospital compliance at all times.

Patient Advocate/Experience Responsibilities:

• Act as the facility’s patient advocate, routinely visiting all admitted patients to proactively identify and address care-related concerns.
• Facilitate patient feedback sessions and discussions with leadership to enhance the patient experience.
• Lead the patient experience program, including the distribution, collection, and analysis of patient satisfaction surveys.
• Monitor patient experience data and trends to drive quality improvement initiatives.
• Collaborate with interdisciplinary teams to implement strategies that improve patient engagement and satisfaction.
• Serve as the primary point of contact for patients and families seeking assistance with concerns, grievances, or complaints.
• Educate patients and families about their rights and responsibilities upon admission and throughout their hospital stay.
• Investigate and document complaints and grievances; ensure timely resolution in compliance with hospital policy and regulatory standards.
• Provide individualized support and advocacy to ensure patients receive safe, respectful, and equitable care.

Collaboration & Systems Improvement

• Collaborate with clinical, risk management, and quality teams to address systemic issues and implement corrective actions that enhance the patient experience.
• Facilitate feedback collection (e.g., patient satisfaction surveys, focus groups) and contribute data to Quality Assessment and Performance Improvement (QAPI) initiatives.
• Provide guidance and support to staff in understanding and upholding patient rights, including formal re-education and consultation as needed.

(The above statements in this job description are intended to depict the general nature and level of work assigned to the employee(s) in this job. The above is not intended to represent an exhaustive list of accountable duties and responsibilities required

JOB REQUIREMENTS

REQUIRED EDUCATION AND EXPERIENCE:

• Bachelor’s degree in Business Administration, Healthcare Administration, Nursing, Social Work, Public Health, or a related field.
• Minimum of 5 years of progressive experience in healthcare operations, financial oversight, or project leadership.
• Experience coordinating cross-functional initiatives and delivering outcomes in a complex environment.
• Experience handling patient complaints, grievances, or rights-based issues.
• Experience in data collection, analysis, and reporting for patient experience initiatives.

PREFERRED EDUCATION AND EXPERIENCE (If none, please enter “N/A”):

• Master’s degree in Business Administration, Healthcare Administration, Nursing, Social Work, Public Health, or related discipline.
• Behavioral health or inpatient hospital experience strongly preferred.
• Prior experience as a Patient Advocate, Human Rights Officer, or Patient Relations professional within a behavioral health or hospital setting.
• Experience collaborating with interdisciplinary clinical teams and Human Rights Committees.

CERTIFICATIONS, LICENSES, REGISTRATIONS PREFERRED (If none, please enter “N/A”):

• License to practice professional nursing as a Registered Nurse or Social Worker in the Commonwealth of Massachusetts.
• Project Management certification (e.g., PMP, Lean Six Sigma) preferred.
• Certification in Patient Advocacy (e.g., Board Certified Patient Advocate – BCPA).

KNOWLEDGE, SKILLS & ABILITIES (KSAs) (If none, please enter “N/A”):

• Strong operational leadership and project management skills with the ability to oversee multiple initiatives.
• Comprehensive knowledge of hospital operations, including supply chain, budgeting, and quality improvement principles.
• Ability to build effective working relationships with cross-functional teams and influence organizational change.
• Strong analytical skills, judgment, and ability to use data to inform decisions.
• Proficiency with data analytics tools and the ability to develop operational dashboards and reports.
• Strong written and verbal communication skills, including the ability to facilitate meetings and present to leadership.
• Knowledge of Massachusetts DMH regulations and patient rights standards applicable to psychiatric facilities.
• Knowledge of behavioral health regulatory standards (e.g., DMH, DPH, CMS, TJC).
• Skill in managing sensitive or confidential situations with professionalism and discretion.
• Ability to investigate, document, and support resolution of complaints and grievances.
• Ability to work independently, manage competing priorities, and meet deadlines.
• Ability to work effectively with diverse patient populations and multidisciplinary teams.
• Knowledge of risk management and quality improvement concepts.

Compensation Range:

This range offers an estimate based on the minimum job qualifications. However, our approach to determining base pay is comprehensive, and a broad range of factors is considered when making an offer. This includes education, experience, skills, and certifications/licensures as they directly relate to position requirements; as well as business/organizational needs, internal equity, and market-competitiveness. In addition, BMCHS offers generous total compensation that includes, but is not limited to, benefits (medical, dental, vision, pharmacy), discretionary annual bonuses and merit increases, Flexible Spending Accounts, 403(b) savings matches, paid time off, career advancement opportunities, and resources to support employee and family well-being. 

NOTE: This range is based on Boston-area data, and is subject to modification based on geographic location.

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