Patient Family Relations Specialist

Mass General Brigham•Dover, NH

5d•Onsite

About The Position

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 The Patient/Family Relations Specialist works under the direction of the Senior Manager of Patient Family Relations MGB Community Division, and is responsible for overseeing all patient/family relations efforts. The role works with patients, families, and Wentworth-Douglass staff and leadership in acknowledging and responding to patient/family concerns and complaints in a compassionate, supportive, and timely manner. The role fosters teamwork and partnerships between hospital staff, physician and department leaders, Safety, Risk, and Compliance to ensure responses are patient/family centric. The patient/family relations specialist role requires strong interpersonal skills, highly effective communication skills, superior organizational skills, and ability to work effectively in a complex environment.

Requirements

Minimum Required Experience working in a healthcare environment
Familiarity with healthcare/hospital and /or non-profit organizations/agencies.
Three to five years' experience with people, both one-on-one and in groups.
Experience problem solving in highly complex situations
Minimum Required Ability to communicate in both written and verbal format; ability to give and receive information over the telephone; ability to use effective judgment and decisions based on objective criteria; ability to operate a computer; ability to problem solve.
Ability to display compassion and patience.
Ability to provide good internal and external customer service.

Nice To Haves

Education Preferred/Desired RN, BS Degree or equivalent
Master's Degree Social Work Background

Responsibilities

Demonstrates competence in the performance of duties and responsibilities related to representing the patient needs through advocacy.
Meets with staff, patients & family to assess needs and anticipate issues
Investigates issues with departments to determine cause and solution
Develops action plans in consultation with Director of Service Excellence
Demonstrates competence in the performance of duties related to patient complaint documentation and follow-up
Utilizes Feedback Monitor Pro software to enter patient complaint data
Communicates effectively with patients and families through written and verbal methods.
Creates reports and communicates with departments concerning patient complaint data.
Utilizes Feedback Monitor Pro to document and manage patient complaints.
Demonstrates competence in the performance of duties related to customer service and interpersonal interactions.
Serves as a role model for positive customer service behaviors dealing with patients, families and staff.
Employs strategies to effectively communicate in high stress and complex situations, i.e., Crucial Conversation skills.
Participates in presentation for new employee orientation and as requested
Demonstrates competence in the performance of duties related to leading the Patient Family Advisory Council
Coordinates the meeting schedule, agenda, minutes
Demonstrates competence in the performance of duties related to the patient experience
Serves as a resource for staff in use of patient satisfaction data analysis and action planning
Supports initiatives to improve the patient care experience within the health system.