Mary O. Cramer is the Executive Director, Organizational Effectiveness and Chief Experience Officer at the Massachusetts General Hospital and the Massachusetts General Physicians Organization. Founded in 1811, the MGH is a 1,000 bed, quaternary hospital with 26,000 employees and 4,000 medical staff with the largest and oldest teaching program of the Harvard Medical School. The MGH cares for more than 50,000 inpatients and 1.7 million outpatients annually and conducts the largest hospital-based research program in the United States with an annual budget of more than $900 million. 

 

Ms. Cramer provides executive oversight to internal consultants dedicated to improvement of patient experience and operational performance. Position responsibilities include strategic planning and programmatic oversight of Patient Experience and Process Improvement internal consulting teams including program design, project prioritization and execution, staff recruitment and development, and organization-wide training and mentoring. 

 

Previously Ms. Cramer was Director of Performance Excellence at the 2200 bed NewYork-Presbyterian Hospital, the University Hospital for Columbia and Cornell. She has also provided administrative oversight to healthcare quality and safety departments, patient case management, infection control, medical staff credentialing, health information management and regulatory compliance programs among others. 

 

Ms. Cramer earned an M.B.A. from Suffolk University, Boston, Massachusetts and a B.A., magna cum laude from Boston College. She also obtained post-baccalaureate certification in health information management. Ms. Cramer is a Certified Professional in Healthcare Quality, a Six Sigma Master Black Belt and lectures nationally and internationally on a variety of topics related to quality in healthcare.