Patient Family Relations Specialist

Brigham and Womens Hospital • Boston, MA

397d • Hybrid

About The Position

The Patient Family Relations Specialist serves as a vital link between patients, families, and the healthcare organization, addressing concerns and requests with compassion and support. This role is essential in promoting Patient and Family Centered Care values throughout the hospital, ensuring effective communication and resolution of patient grievances, and enhancing overall patient satisfaction.

Requirements

• Bachelor's degree required.
• 5 years of experience in customer service development, training, and implementation.
• Ability to advocate for patients and families in a complex clinical environment.
• Excellent interpersonal skills with individuals in crisis.
• Skills in working with teams to achieve goals.
• Excellent negotiation skills in a diverse and multicultural environment.
• High level of sensitivity to confidential information.
• Excellent verbal, written, and presentation skills.
• Superior organizational skills with the ability to function independently and manage time effectively.
• Experience working with data and databases.

Nice To Haves

• Experience in healthcare settings.
• Knowledge of patient and family-centered care principles.

Responsibilities

• Manage timely investigation and response to all patient concerns, complaints, and grievances for clinical service areas.
• Facilitate effective communication between patients, families, and providers to enhance patient/family-centered care.
• Negotiate and mitigate expectations to promote satisfaction and minimize the risk of adversarial outcomes.
• Provide consultation for professional staff regarding disclosure in collaboration with Risk Management.
• Respond to requests for intervention to assist in managing difficult patient/family situations.
• Collaborate with clinical service area management and administrative leadership to provide real-time support and improvement strategies.
• Document information regarding patient and/or staff concerns in the department database for quality assurance purposes.
• Generate reports to highlight opportunities for improvement in clinical service areas.
• Review data to identify trends and develop strategies to improve quality and satisfaction.
• Utilize data management systems to meet regulatory requirements for complaint management and resolution process.
• Draft formal responses on behalf of senior leadership to patients and families regarding their experiences.
• Conduct rounds with patients/families to obtain feedback on the inpatient hospital experience.
• Proactively monitor trends in patient/family concerns to identify barriers to care delivery.
• Assist with the development and implementation of service improvement initiatives.
• Provide training/education on effective tools for establishing interpersonal connections with patients and families.
• Connect patients and families with appropriate hospital services and resources.
• Educate and market the Center for Patients and Families services to leadership and staff.
• Provide coverage for other service lines as needed.
• Maintain department service standards with attention to teamwork and communication.

Benefits

• Full benefits: Medical, Dental, Vision, 403b retirement and match, Pension, STD, LTD
• PTO - 30 days per year
• Weekly pay
• Discounted MBTA pass
• Education Reimbursement

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level
• Industry: Hospitals
• Education Level: Bachelor's degree