Mary O. Cramer, MBA, CPHQ, MBB is the Executive Director, Organizational Effectiveness and Chief Experience Officer at Massachusetts General Hospital and the Massachusetts General Physicians Organization. Founded in 1811, Mass General is a 999-bed quaternary hospital with 25,000 employees and 4,000 medical staff with the largest and oldest teaching program of the Harvard Medical School. Mass General cares for more than 50,000 inpatients and 1.5 million outpatients annually and conducts the largest hospital-based research program in the United States with an annual budget of more than $800 million. Ms Cramer provides executive oversight to internal consultants dedicated to improvement of service and organizational performance. Position responsibilities include strategic planning and programmatic oversight of Patient Experience, Process Improvement and Ambulatory Management and Performance consulting groups 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 New York-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.