Patient Family Relations Specialist

Patient Relations Advocate

Mass General Brigham relies on a wide range of professionals, including doctors, nurses, business people, tech experts, researchers, and systems analysts to advance our mission. As a not-for-profit, we support patient care, research, teaching, and community service, striving to provide exceptional care. We believe that high-performing teams drive groundbreaking medical discoveries and invite all applicants to join us and experience what it means to be part of Mass General Brigham.

Job Summary

Responsible for promoting positive patient experiences, resolving concerns, and ensuring that patient and family feedback is addressed effectively through patient-centered care, patient satisfaction, and excellent customer service. Does this position require patient care? Yes

Essential Functions:

• Serve as a primary point of contact for patients and their families, addressing their inquiries, concerns, and feedback.
• Provide emotional support and guidance to patients and families during challenging situations.
• Advocate for patients' rights, ensuring that their voices are heard and respected in decision-making processes related to their care.
• Mediate and resolve patient and family concerns or complaints promptly and with empathy.
• Gather and analyze patient feedback, surveys, and satisfaction data to identify areas for improvement in patient care and services.
• Educate patients and families about hospital policies, procedures, and available resources to facilitate better understanding and engagement in the healthcare process.
• Collect and maintain records of patient concerns, feedback, and resolution outcomes in a confidential and organized manner.
• Ensure compliance with patient rights, privacy regulations, and hospital policies related to patient and family interactions.

Qualifications

Education: Bachelor's Degree Healthcare Management preferred or Bachelor's Degree Social Work preferred or Bachelor's Degree Related Field of Study preferred

Can this role accept experience in lieu of a degree? Yes

Experience: Patient Relations/Advocacy Experience 2-3 years required

Knowledge, Skills and Abilities:

• Knowledge of patient rights, healthcare regulations, and quality improvement principles.
• Proficiency in data collection, reporting, and analysis to drive patient experience improvement initiatives.
• Strong communication and interpersonal skills to effectively interact with patients, families, and hospital staff.
• Excellent conflict resolution skills and the ability to handle challenging situations with sensitivity and professionalism.
• Ability to maintain confidentiality and handle sensitive information with discretion.

Additional Job Details (if applicable)

Remote Type: Onsite

Work Location: 75 Francis Street

Scheduled Weekly Hours: 40

Employee Type: Regular

Work Shift: Day (United States of America)

Pay Range: $58,136.00 - $84,656.00/Annual

EEO Statement:

2200 The Brigham and Women's Hospital, Inc. is an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, religious creed, national origin, sex, age, gender identity, disability, sexual orientation, military service, genetic information, and/or other status protected under law. We will ensure that all individuals with a disability are provided a reasonable accommodation to participate in the job application or interview process, to perform essential job functions, and to receive other benefits and privileges of employment. To ensure reasonable accommodation for individuals protected by Section 503 of the Rehabilitation Act of 1973, the Vietnam Veteran's Readjustment Act of 1974, and Title I of the Americans with Disabilities Act of 1990, applicants who require accommodation in the job application process may contact Human Resources.