Patient Family Relations Specialist

Mass General Brigham•Boston, MA

2d•Onsite

About The Position

The Patient Family Relations Specialist is responsible for managing all incoming communications (calls, emails, visits, correspondence) to act as a liaison between patients, their loved ones, and staff. This role involves acknowledging and responding to feedback, including complaints, grievances, and compliments, as well as other requests, in a compassionate and supportive manner. The primary focus is to uphold patient rights, address patient/family needs, resolve feedback concerns, and highlight positive feedback. This position is crucial in demonstrating the institution's dedication to a strong patient and family-centered culture and service excellence.

Requirements

Bachelor’s degree required.
3-5 years of experience in a healthcare setting, or other industry with relevant skills and competencies.
Ability to communicate (both verbally and in writing) clearly, compassionately, sensitively and in a health literate way, with colleagues, patients and their loved ones, in a complex clinical environment.
Flexible thinker, with ability to advocate for patients and families in a complex clinical environment, balancing the needs of the care team.
Excellent interpersonal service skills with demonstrated qualities of compassion, respect, calm demeanor, and strong emotional self-regulation via phone and in person, while providing assistance to a wide range of customers with varying needs and concerns.
Ability to continuously respect and value diversity.
Excellent mediation skills in a diverse and multicultural environment.
Experience in managing multiple tasks and functions, prioritizing and meeting deadlines.
High level of sensitivity to confidential information.
Exhibits excellent organizational skills.
Excellent teamwork and collaboration skills.
Experience working with data and data tracking.
Proficient in Microsoft Word, Excel, and PowerPoint.

Responsibilities

Provides telephone coverage and in person support of Patient and Family Relations for the needs of patients and loved ones, concerns, or complaints at Mass General.
With guidance from the MGH/MEE Sr. Manager, Patient and Family Relations, conducts a timely investigation and response to patient concerns, complaints, grievances, including interviewing staff and reviewing medical records.
Facilitates effective communication between patients, families, and staff to enhance patient/family-centered care and ensure common goals.
Mediates and mitigates expectations to promote satisfaction, ensure quality and safety, and minimize the risk of adversarial outcomes.
Provides assistance to patients and families regarding patient rights and responsibilities, responds to patient complaints or concerns in accordance with DPH, CMS and The Joint Commission regulatory standards for patient complaints and grievances.
Documents information regarding patient and/or staff concerns and requests in confidential department database and disseminates data to appropriate leadership staff for quality assurance purposes.
Utilizes data management system to meet regulatory requirements for CMS, DPH and The Joint Commission for grievance/complaint management and resolution process.
Conducts rounds with patients and loved ones to obtain preemptive feedback regarding the inpatient hospital experience (when appropriate and aligned with hospital safety policies).
Prepares formal correspondence and documentation (both patient facing and internally) such as letters, messages, and reports, with efficiency and accuracy.
Demonstrate a commitment to supporting MGB DEI initiatives, using the organizational tools and training provided to help identify and dismantle systemic racism within departmental processes, and all other forms of possible discrimination.
Other duties as assigned.