About this Patient Family Relations Specialist role at Mass General Brigham
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
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
Work Location
Scheduled Weekly Hours
Employee Type
Work Shift
Pay Range
$58,136.00 - $84,656.00/Annual
Grade
6
EEO Statement:
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.