Patient Family Relations Specialist

Patient Family Relations Specialist

The Brigham and Women's Hospital, Inc. is seeking a Patient Family Relations Specialist to serve as a liaison between patients, loved ones, and staff in acknowledging and responding to feedback and other requests in a compassionate and supportive manner. This role will report to the MGH/MEE Sr. Manager, Patient and Family Relations.

Principal duties and responsibilities include providing telephone coverage and in person support for the needs of patients and loved ones, concerns, or complaints at Mass General; conducting a timely investigation and response to patient concerns, complaints, grievances, including interviewing staff and reviewing medical records; mediating and mitigating expectations to promote satisfaction, ensure quality and safety, and minimize the risk of adversarial outcomes; providing assistance to patients and families regarding patient rights and responsibilities, responding to patient complaints or concerns in accordance with regulatory standards for patient complaints and grievances; documenting information regarding patient and/or staff concerns and requests in a confidential department database; utilizing data management system to meet regulatory requirements for grievance/complaint management and resolution process; conducting rounds with patients and loved ones to obtain preemptive feedback regarding the inpatient hospital experience; preparing formal correspondence and documentation; demonstrating a commitment to supporting MGB diversity, equity, and inclusion initiatives; and other duties as assigned.

Qualifications include a Bachelor's degree, 3-5 years of experience in a healthcare setting or other industry with relevant skills and competencies, ability to communicate clearly and compassionately, flexible thinker with ability to advocate for patients and families, excellent interpersonal service skills, ability to manage multiple tasks and functions, high level of sensitivity to confidential information, excellent teamwork and collaboration skills, experience working with data and data tracking, and computer skills proficient in Microsoft Word, Excel, and PowerPoint.

This position is hybrid and located at 75 Francis Street. The scheduled weekly hours are 40, and the work shift is day. The pay range is $58,136.00 - $84,656.00/Annual.

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.

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.