Sobre este puesto de Patient Family Relations Representative en 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 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.
Does this position require Patient Care? No
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
Work Location
Scheduled Weekly Hours
Employee Type
Work Shift
Pay Range
$20.84 - $29.79/Hourly
Grade
4
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.