Patient Family Relations Representative

Mass General Brigham•Boston, MA

3d•Onsite

About The Position

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.

Requirements

Bachelor's Degree Healthcare Administration required or Bachelor's Degree Social Work required or Bachelor's Degree Related Field of Study required
Experience in a healthcare setting, preferably in patient relations or customer service roles 2-3 years required
Experience in a hospital environment 1-2 years preferred
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.

Responsibilities

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.