Patient Family Relations Specialist

Mass General Brigham•Boston, MA

2d•$58,136 - $84,656•Onsite

About The Position

The Patient Family Relations Specialist promotes positive patient experiences by resolving concerns and ensuring patient and family feedback is addressed effectively through patient-centered care, patient satisfaction, and excellent customer service. The role serves as a primary contact for patients and families, provides support and guidance, advocates for patient rights, and helps patients and families understand hospital policies, procedures, and resources. It also gathers and analyzes feedback to identify improvements, maintains confidential records of concerns and resolutions, and ensures compliance with patient rights, privacy regulations, and hospital policies. Patient care is required.

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 sensitively and professionally.
Ability to maintain confidentiality and handle sensitive information with discretion.

Nice To Haves

Bachelor's degree in Healthcare Management, Social Work, or a related field; experience may be accepted in lieu of a degree.

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 related to patient and family interactions.