Program Manager SUD Operations (Emergency Medicine Grants)

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This position may have a signing bonus available a member of the Recruitment Team will confirm eligibility during the interview process.

At UMass Memorial Health, everyone is a caregiver - regardless of their title or responsibilities. Exceptional patient care, academic excellence and leading-edge research make UMass Memorial the premier health system of Central Massachusetts, and a place where we can help you build the career you deserve. We are more than 16,000 employees, working together as one health system in a relentless pursuit of healing for our patients, community and each other. And everyone, in their own unique way, plays an important part, every day.

Program Manager

Substance Use Disorder (SUD) Operations

Job Summary

The Operations Manager - SUD Programs is responsible for the overall management, execution, and supervision of our hospital-based substance use disorder (SUD) initiative, ensuring high-quality service delivery, regulatory compliance, and effective data-driven decision-making. This position combines program operations, logistics management, clinical data collection, and supervision, working closely with internal teams, program leadership, external stakeholders, and funding agencies to advance the program's mission.

This role requires strong leadership, organizational skills, process improvement expertise, project management, and written communication abilities to optimize workflows, oversee survey-based data collection, and ensure efficient program execution. The Operations Manager will also play a key role in interpreting and reporting clinical data, coordinating logistics, identifying and addressing operational issues, managing quality improvement initiatives, and supporting policy and funding efforts.

This work is funded through a four-year contract with the Massachusetts Department of Public Health (MA DPH) / Bureau of Substance Addiction Services (BSAS).

Key Responsibilities

1. Program Operations & Logistics Management

• Lead day-to-day operations of the hospital-based SUD program, ensuring effective and efficient service delivery.
• Oversee program logistics, including scheduling, resource allocation, and workflow coordination across teams.
• Supervise and support program staff, including survey/data coordinators and clinical support roles.
• Develop, implement, and refine policies and procedures to enhance program efficiency and regulatory compliance.
• Ensure compliance with all state and federal regulations, including reporting requirements for MA DPH/BSAS.
• Utilize Lean methodologies to streamline processes, eliminate inefficiencies, and enhance program performance.
• Assist with training and education of new standards, operations and technology solutions, and new regulations.
  

2. Data Collection & Reporting

• Manage survey and data collection processes, ensuring accuracy and completeness.
• Work closely with hospital teams to collect relevant clinical information and coordinate reporting efforts.
• Conduct quality assurance checks on collected data and oversee reporting dashboards to track program performance.
• Prepare and present reports for hospital leadership, state agencies, and community partners on program performance and patient outcomes.
• Utilize BSAS online portal for data entry, tracking, and compliance reporting.
• Establish, monitor, and maintain operational dashboards and metrics.

3. Stakeholder Engagement & Communications

• Serve as the primary liaison with internal teams, external partners, leadership, and funding agencies to communicate program progress and impact.
• Develop written communications, presentations, and reports to share program findings, progress, and updates.
• Collaborate with clinical teams, community organizations, and regulatory bodies to enhance program accessibility and effectiveness.
• Assist in grant writing, funding proposals, and strategic planning to sustain and expand SUD services.

4. Quality Improvement & Innovation

• Identify and implement process improvements to enhance operational efficiency and patient outcomes.
• Apply Lean principles to improve workflows, reduce waste, and drive programmatic enhancements.
• Evaluate new technology, reporting tools, and data tracking methods to optimize workflow.
• Coordinate training initiatives for staff to ensure best practices in data collection, logistics, and patient engagement.

Qualifications

Education & Experience

Required:

• Bachelor's Degree in Public Health, Communications, Business Administration, Healthcare Administration, or a related field.
• Minimum 5 years of experience in operations management, project management, logistics, or program administration, preferably in healthcare, social services, or an operationally complex setting.

Preferred:

• Lean Yellow Belt certification or experience with Lean process improvement methodologies.
• Experience with BSAS survey administration and the online portal for data entry and reporting.
• Strong background in logistics management, workflow coordination, and program execution.
• Experience in marketing, communications, or writing professional reports and documentation.
• Familiarity with healthcare data management, regulatory compliance, or community health programs.
• Experience with grant-funded programs, healthcare policy, and stakeholder engagement.

Skills & Competencies

• Excellent organizational and logistics management skills to coordinate program activities efficiently.
• Strong written and verbal communication abilities, with experience developing reports, presentations, and stakeholder communications.
• Analytical expertise in data collection, quality assurance, and program evaluation.
• Proficiency in Microsoft Office (Excel, Word, Outlook) and BSAS online data entry systems.
• Ability to apply Lean methodologies to improve efficiency and program performance.
• Commitment to cultural competence, patient-centered care, and inclusivity.

Work Environment

• Hybrid work with virtual and in-person meetings for stakeholder engagement and program monitoring
• Primarily hospital-based with interaction across clinical and administrative teams.
• \Flexible schedule may be necessary to accommodate participant availability and program needs.

All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability or protected veteran status.

We're striving to make respect a part of everything we do at UMass Memorial Health - for our patients, our community and each other. Our six Standards of Respect are: Acknowledge, Listen, Communicate, Be Responsive, Be a Team Player and Be Kind. If you share these Standards of Respect, we hope you will join our team and help us make respect our standard for everyone, every day.

As an equal opportunity and affirmative action employer, UMass Memorial Health recognizes the power of a diverse community and encourages applications from individuals with varied experiences, perspectives and backgrounds. All qualified applicants will receive consideration for employment without regard to race, color, religion, gender, sexual orientation, national origin, age, disability, gender identity and expression, protected veteran status or other status protected by law.

If you are unable to submit an application because of incompatible assistive technology or a disability, please contact us at talentacquisition@umassmemorial.org. We will make every effort to respond to your request for disability assistance as soon as possible.