Patient and Family Relations Specialist

Site:
Newton-Wellesley Hospital

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.

Job Summary

The Patient and Family Relations Specialist (PFR) supports the PFR Manager at NWH to oversee and manage hospital-wide patient family relations initiatives and daily work  PFR Specialist is responsible for all incoming calls, visits and correspondence to serve as a liaison between patients, loved ones, and staff in acknowledging and responding to feedback (complaints/grievances/compliments) and other requests in a compassionate and supportive manner.

Principal Duties and Responsibilities:

* Provide dedicated support to community sites based on volume and capacity

* Provide interim or surge support for Patient and Family Relations services across assigned hospitals and departments

* A significant portion of the role involves supporting care teams in managing challenging behaviors, up to and including care agreements and dismissal management.

* Respond to patient and family concerns, complaints, and grievances with empathy, timeliness, and adherence to regulatory requirements (e.g., CMS, DPH, Joint Commission)

* Collaborate with interdisciplinary teams to investigate concerns and ensure appropriate follow-up and communication

* Support complaint documentation and grievance workflows in accordance with institutional policies

* Promote a culture of patient-centered care by educating staff on communication best practices and de-escalation strategies

* Participate in systemwide efforts to standardize PFR practices and improve processes

* Performs other duties as required and assigned.

Qualifications

Qualifications:

* Bachelor's degree in social work, psychology, human services or related field preferred.

* 1-3 years experience working with patients/consumers in a healthcare setting required

* 3 years experience in community outreach/engagement working with diverse populations preferred

* Familiarity with healthcare regulatory requirements for patient complaints and grievances

* Strong written and verbal communication skills, with the ability to navigate sensitive conversations and diverse populations

* Willingness and ability to travel between facilities as needed

* A combination of education and experience may be substituted for requirements

* Computer and Internet skills and experience required: familiarity and comfort with MS Office products is essential for success in this position (Word, Excel, PowerPoint, and Access)

Additional Job Details (if applicable)

Skills/Abilities/

Competencies:

* Ability to communicate (both verbally and in writing) clearly, compassionately, sensitively and in a health literate way with patients and their loved ones in a complex clinical environment.

* Ability to continuously respect and value diversity

* Excellent customer service skills to patients, loved ones, and staff via phone or in person and able to provide immediate assistance to a wide range of customers with varying needs and concerns.

* Excellent interpersonal skills with individuals in crisis.

* Excellent negotiation skills in a diverse and multicultural environment.

* High level of sensitivity to confidential information.

* Exhibits excellent organizational skills.

* Excellent teamwork and collaboration skills.

* Experience in managing multiple tasks and functions at the same time.

Working Conditions:

* Office setting

* Frequent, daily use of computer, telephone, fax machine

* Occasional early or late meetings to accommodate clinicians' schedules

* Highly confidential data and medical records materials require extreme discretion

Special Requirements :

* Must be available to work in the case of a hospital-declared emergency.

* Must be available to assist during regulatory agency reviews.

* Willingness and ability to travel…