Patient Family Relations Representative

Patient Relations Liaison

Site: The Brigham and Women's Hospital, Inc.

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 serving as a liaison between patients, their families, and the hospital to address concerns, provide information, and ensure a positive experience. Works to resolve issues related to patient care, facilitates communication between patients and staff, and supports patient satisfaction initiatives within the hospital.

Essential Functions:

• Acts as the primary point of contact for patients and families regarding concerns, complaints, and feedback about hospital services.
• Facilitates communication between patients, families, and healthcare providers to ensure clear understanding and resolution of concerns.
• Investigates and addresses patient and family complaints, working closely with hospital staff to find appropriate solutions.
• Educates patients and families about hospital policies, procedures, and available resources to support their care experience.
• Documents and tracks patient and family interactions, ensuring timely follow-up and resolution of issues.
• Collaborates with the patient experience team to identify trends and implement improvements in patient care and services.
• Provides emotional support to patients and families during difficult situations, ensuring their concerns are acknowledged and addressed.
• Assists in coordinating meetings between patients, families, and healthcare teams to discuss care plans and address concerns.
• Promotes a positive hospital environment by advocating for patient and family needs and ensuring their voices are heard.

Qualifications:

Education: Bachelor's Degree Healthcare Administration required or Bachelor's Degree Social Work required or Bachelor's Degree Related Field of Study required.

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

Experience in a healthcare setting, preferably in patient relations or customer service roles 2-3 years required and Experience in a hospital environment 1-2 years preferred.

Knowledge, Skills and Abilities:

• Strong interpersonal and communication skills.
• Ability to handle sensitive and complex situations with empathy and professionalism.
• Problem-solving and conflict-resolution skills.
• Organizational skills and attention to detail.
• Ability to collaborate effectively with teams comprising individuals of many different backgrounds.
• Proficiency in using healthcare management software and systems.

Additional Job Details (if applicable):

Remote Type: Onsite

Work Location: 1620 Tremont Street

Scheduled Weekly Hours: 40

Employee Type: Regular

Work Shift: Day (United States of America)

Pay Range: $20.84 - $29.79/Hourly

Grade: 4

At Mass General Brigham, we believe in recognizing and rewarding the unique value each team member brings to our organization. Our approach to determining base pay is comprehensive, and any offer extended will take into account your skills, relevant experience if applicable, education, certifications and other essential factors. The base pay information provided offers an estimate based on the minimum job qualifications; however, it does not encompass all elements contributing to your total compensation package. In addition to competitive base pay, we offer comprehensive benefits, career advancement opportunities, differentials, premiums and bonuses as applicable and recognition programs designed to celebrate your contributions and support your professional growth. We invite you to apply, and our Talent Acquisition team will provide an overview of your potential compensation and benefits package.

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 at View phone number on click.appcast.io.

Mass General Brigham Competency Framework

At Mass General Brigham, our competency framework defines what effective leadership "looks like" by specifying which behaviors are most critical for successful performance at each job level. The framework is comprised of ten competencies (half People-Focused, half Performance-Focused) and are defined by observable and measurable skills and behaviors that contribute to workplace effectiveness and career success. These competencies are used to evaluate performance, make hiring decisions, identify development needs, mobilize employees across our system, and establish a strong talent pipeline.