Patient Family Relations Representative

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The Brigham and Women's Hospital, Inc.

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.

General Summary/ Overview:
The Patient Family Relations Representative is responsible for being the first impression and “front door” of the office, which includes answering a high volume of incoming calls, opening cases in the PFR database, triaging them to PFR specialists, while welcoming patients and family members to the office. The representative responds to requests in a compassionate and supportive manner. This role reports to the senior manager, Patient and Family Relations.

Because this role in an active change management environment, the representative will need to demonstrate flexibility and open mindedness as the contours of this position will actively evolve over time.

• Provide phone coverage for Patient & Family Relations (PFR), addressing calls from patients, families, and employees to address needs, concerns, or complaints.
• Assist a wide range of customers with varying needs and concerns, triaging calls to appropriate PFR staff and ensuring urgent patient and family needs are immediately addressed.
• Greet patients who visit the PFR office and direct them to appropriate resources within the institution. May assist with concierge services such as parking, hotel information, interpreter and disability services, chaplaincy, patient education, etc.
• Enter and update intakes in the PFR database, including type of feedback and assignment of cases to appropriate PFR specialists or advocates.
• Manage compliments from patients and family, including sending commendation letters to staff and acknowledgement letters to patients.
• Prepare formal correspondence and documentation, both patient-facing and internally, such as letters and emails, professionally and with efficiency and accuracy.
• Demonstrate commitment to supporting MGB DEI initiatives and utilize organizational tools and training to identify and dismantle systemic racism within departmental processes and other forms of discrimination.
• Perform any other duties as assigned.

• 1 - 3 years of experience in customer service, healthcare, or another industry with relevant skills and competencies.
• Bachelor’s degree preferred, but not required.
• A combination of education and experience may substitute for the above requirements.

• Excellent interpersonal service skills with compassion, respect, calm demeanor, and strong emotional self-regulation via phone and in person.
• Ability to communicate (verbally and in writing) clearly, compassionately, and sensitively with colleagues, patients, and loved ones in a complex clinical environment.
• Ability to navigate confusing conversations, identify core issues, and clarify with callers.
• Ability to handle confidential and sensitive information.
• Strong organizational and multitasking skills with the ability to prioritize and meet deadlines.
• Flexible thinker with teamwork and collaboration skills.
• Ability to comfortably accept and incorporate feedback in a nuanced and dynamic environment.
• Strong computer skills, proficient in Microsoft Suite, and ability to learn new programs and applications.
• Experience working with data and data tracking.

No direct reports.

No direct budgetary responsibility.

Demonstrates fiscal responsibility by effectively using Mass General Brigham resources.

• The duties require daily use of computer, phone, printer, and fax.
• The employee is frequently required to sit; talk, hear, use hands to finger; handle; or feel; reach with hands and arms, and occasionally required to stand and walk.
• The employee must frequently lift and/or move…