Patient Family Relations Specialist

Mass General Brigham•Boston, MA

7d•Onsite

About The Position

Responsible for promoting positive patient experiences, resolving concerns, and ensuring that patient and family feedback is addressed effectively through patient-centered care, patient satisfaction, and excellent customer service. This role serves as a primary point of contact for patients and their families, addressing their inquiries, concerns, and feedback. It involves providing emotional support and guidance during challenging situations, advocating for patients' rights, and mediating/resolving concerns or complaints promptly and with empathy. The specialist will also gather and analyze patient feedback to identify areas for improvement, educate patients and families about hospital resources, and maintain confidential records of interactions and outcomes. Ensuring compliance with patient rights, privacy regulations, and hospital policies is also a key aspect of this role.

Requirements

Bachelor's Degree Healthcare Management preferred or Bachelor's Degree Social Work preferred or Bachelor's Degree Related Field of Study preferred
Patient Relations/Advocacy Experience 2-3 years required
Knowledge of patient rights, healthcare regulations, and quality improvement principles.
Proficiency in data collection, reporting, and analysis to drive patient experience improvement initiatives.
Strong communication and interpersonal skills to effectively interact with patients, families, and hospital staff.
Excellent conflict resolution skills and the ability to handle challenging situations with sensitivity and professionalism.
Ability to maintain confidentiality and handle sensitive information with discretion.

Nice To Haves

Healthcare Management preferred
Social Work preferred
Related Field of Study preferred

Responsibilities

Serve as a primary point of contact for patients and their families, addressing their inquiries, concerns, and feedback.
Provide emotional support and guidance to patients and families during challenging situations.
Advocate for patients' rights, ensuring that their voices are heard and respected in decision-making processes related to their care.
Mediate and resolve patient and family concerns or complaints promptly and with empathy.
Gather and analyze patient feedback, surveys, and satisfaction data to identify areas for improvement in patient care and services.
Educate patients and families about hospital policies, procedures, and available resources to facilitate better understanding and engagement in the healthcare process.
Collect and maintain records of patient concerns, feedback and resolution outcomes in a confidential and organized manner.
Ensure compliance with patient rights, privacy regulations, and hospital policies related to patient and family interactions.