A look at medical system UMass Memorial Health Care (plus advice on getting hired)

UMass Memorial Health Care, a not-for-profit health care network, is the largest health care system in Central and Western Massachusetts. While the organization consists of around 14,000 employees, CEO Eric Dickson told Ladders that it still has a unique and distinct company culture. Find out more about the organization that aims to treat each patient with respect, including all about the organization’s culture and even inside advice on how to get hired there.

UMass Memorial Health Care rundown

Size: About 14,000 employees

Industry: Hospital & Health Care

Locations: The organization’s headquarters is in Worcester, Massachusetts. 

Founded: In 1999, the University of Massachusetts Medical Center merged with Memorial Medical Center to create UMass Memorial Health Care.

CEO: Eric Dickson

Mission: “UMass Memorial Health Care is committed to improving the health of the people of our diverse communities of Central New England through culturally sensitive excellence in clinical care, service, teaching, and research,” is the organization’s mission statement, according to its website.

How much do UMass Memorial Health Care employees make?

The average salary for a UMass Memorial Health Care employee is $99,349 per year. Ladders’ estimates are based on our calculations.

UMass Memorial Health Care Jobs

UMass Memorial Health Care is currently hiring for a Child Psychologist in the Ambulatory department and a Chief Quality Officer to join the team in Worcester.  In Webster, the company is looking for a General Pediatrician. View Ladders’ UMass Memorial Health Care Jobs page for a full list of open roles and information on how to apply.

UMass Memorial Health Care company culture

According to CEO Eric Dickson, there are two pillars of culture that define the organization. The first pillar is that everyone at the company is involved in problem-solving.

“Every person on the way in the door as a new employee here is taught process improvement, industrial engineering techniques and problem-solving,” Dickson said.

Pillar two of the company culture is that each person, whether employee or patient, is treated with respect during every moment of every day. The company outlines what they mean by the respect with six pillars.

The six pillars of respect are:

  • acknowledge people
  • celebrate their success
  • be responsive
  • be a team player
  • listen to people
  • be kind

In addition to receiving training on problem-solving, new hires are also trained on this culture of respect, and managers are measured annually against the pillars during 360-degree evaluations.

“So those are definitely the defining pillars of our culture,” Dickson said. “Do we get it right 100% of the time with 14,000 people and 120 practice sites? No, but we get a little bit better every day in terms of being able to implement that. And for me especially, the respect one, it all starts with me treating everyone with respect every minute of every day, and works from there.”

A position at UMass Memorial may not have you interacting with patients on a daily basis, but all employees are expected to adhere to the defining pillars.

“At UMass Memorial Health Care, we are all caregivers – regardless of your title or responsibilities nor whether you interact daily with our patients,” said Kaitlyn Urlaub, the Senior Director of Talent Acquisition. “We are all on the same team with a united goal of providing the best care possible for our patients.”

Echoing Dickson, Urlaub emphasizes that respect is truly key in an organization like UMass Medical.

“We have six standards of respect that we reaffirm in our actions with fellow caregivers, patients, and families: acknowledge, listen, communication, be responsive, be a team player, and be kind,” Urlaub said. “If you share these standards of respect, we hope you will join our team of caregivers. Finally, as a health system we have a variety of opportunities and work locations – from a level 1 trauma center to the community-based practices – you’ll find a place to grow at UMMHC.”

Interview advice from UMass Memorial Health Care CEO Eric Dickson

When asked for his interview advice, Dickson recommends that candidates go into an interview ready to prove their value before asking for more resources.

“I don’t need somebody that can take new resources and improve performance for an area, there are lots of people who can do that. I need managers to come in and improve the performance of an existing area with existing resources,” Dickson said. “That’s a special person.”

In the case of hiring department chairs, Dickson told Ladders that he is impressed not by the candidates that come in and know exactly what resources they want, but instead he would be impressed if a candidate asked to use existing resources to fix the problem before asking for additional ones. Dickson is impressed with candidates who are able to show their value before asking for more from the organization.

Additionally, what really impresses Dickson is when employees are able to step up and take on extra work and impress him with the results.

“Volunteer to do some extra work for one of your bosses on a project that wouldn’t otherwise be your responsibility, and you will get their attention if you can solve the problem,” Dickson said : Now, if you can’t, thanks for the effort. And if makes things worse, that’s a bad career trajectory. So you still got to deliver results.”

Respect is woven into the organization’s culture, so it’s no surprise that Dickson recommends candidates show respect as well.

“You’ve got to always treat people with respect,” he said. “If you’re remembered as a jerk that didn’t treat people well, somewhere along your track, somebody will impede you from moving forward because they will say ‘that person was a total jerk, that person was a womanizer, that person was this, that person was that.’ So you have to find a way to treat everybody with kindness, and even in difficult situations.”

Employee benefits

  • Medical
  • Dental
  • Vision
  • Life Insurance
  • Flexible spending account (FSA)
  • Employee assistance program (EAP)
  • Emergency assistance support for employees (EASE)
  • Competitive compensation
  • 401K plan (with employer match)
  • 403b plan
  • Pension plan
  • Legal assistance
  • Disability insurance
  • Paid time off
  • Holidays
  • Tuition assistance
  • Employee wellness program
  • Gym membership discounts
  • Professional & leadership development

Employee perks 

  • Everyone is a Caregiver program
  • Innovation celebrations
  • Champions of Excellence recognition events
  • Employee Service Recognition events
  • Ice cream socials & food vendors
  • Healthcare Professionals Week celebrations
  • Retail & entertainment discounts

Employee reviews 2019

Reviews on Glassdoor range from two-star reviews titled “poor management” to five-star reviews stating that it is a “learning atmosphere” with “excellent pay.”

“I loved the people and awesome benefits,” one reviewer wrote.

Another reviewer stated that it is “a great place to work” with an “awesome work environment.”

What does UMass Memorial Healthcare do?

UMass Memorial Healthcare is the largest health care system in Central and Western Massachusetts.

In addition to UMass Memorial Medical Center, the region’s academic medical center, the system has two hospitals, Clinton Hospital and Marlborough Hospital.

UMass Memorial is also the clinical partner of UMass Medical School, which allows it to train tomorrow’s physicians, nurses and other health care professionals and participate in research efforts.

UMass Memorial Medical Center includes three campuses located in Worcester, MA: the University Campus, the Memorial Campus, and the Hahnemann Campus.

The organization has specialists in clinical areas including:

  • Cardiology
  • Orthopedics
  • Cancer
  • Emergency medicine
  • Surgery
  • Women’s health
  • Children’s medical services