Patient Family Relations Specialist

Mass General Brigham • Boston, MA

1d • Hybrid

About The Position

The Patient Family Relations Specialist promotes positive patient experiences by resolving concerns and ensuring patient and family feedback is addressed effectively. The role supports patient-centered care, patient satisfaction, and excellent customer service, and requires patient care. The specialist serves as a key contact for patients and families, provides support and guidance, advocates for patients' rights, and helps resolve concerns. The position also gathers and analyzes feedback to identify opportunities to improve care and services, educates patients and families about hospital policies and resources, maintains confidential records, and ensures compliance with patient rights, privacy regulations, and hospital policies.

This is a regular, 40-hour-per-week position with a day shift at 75 Francis Street. The role is hybrid and offers an annual pay range of $58,136 to $84,656. The position is with The Brigham and Women's Hospital, Inc., part of Mass General Brigham.

Requirements

• Two to three years of patient relations or advocacy experience.
• Knowledge of patient rights, healthcare regulations, and quality improvement principles.
• Proficiency in data collection, reporting, and analysis to support patient experience improvement initiatives.
• Strong communication and interpersonal skills for interacting 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.
• A bachelor's degree is preferred in Healthcare Management, Social Work, or a related field; experience may be accepted in lieu of a degree.

Nice To Haves

• Bachelor's degree in Healthcare Management, Social Work, or a related field.

Responsibilities

• Serve as a primary point of contact for patients and their families, addressing inquiries, concerns, and feedback.
• Provide emotional support and guidance to patients and families during challenging situations.
• Advocate for patients' rights and ensure their voices are heard and respected in care-related decision-making.
• Mediate and resolve patient and family concerns or complaints promptly and empathetically.
• Gather and analyze patient feedback, surveys, and satisfaction data to identify opportunities to improve patient care and services.
• Educate patients and families about hospital policies, procedures, and available resources.
• Collect and maintain confidential, organized records of patient concerns, feedback, and resolution outcomes.
• Ensure compliance with patient rights, privacy regulations, and hospital policies concerning patient and family interactions.

Benefits

• Comprehensive benefits
• Career advancement opportunities
• Differentials, premiums, and bonuses as applicable
• Recognition programs designed to celebrate contributions and support professional growth

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level