Patient and Family Relations Specialist

Site: Newton-Wellesley Hospital

About Mass General Brigham

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 at NWH. The 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
• Support 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

• 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)

Skills, Abilities, and 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 between facilities as needed

Job Details

• Work Location: 2014 Washington Street
• Remote Type: Onsite
• Scheduled Weekly Hours: 40
• Employee Type: Regular
• Work Shift: Day (United States of America)
• Pay Range: $55,390.40 - $80,485.60/Annual
• Grade: 6

At Mass General Brigham, we believe in recognizing and rewarding the unique value each team member brings to our organization. Our approach to determining base pay is comprehensive, and any offer extended will take into account your skills, relevant experience if applicable, education, certifications and other essential factors. The base pay information provided offers an estimate based on the minimum job qualifications; however, it does not encompass all elements contributing to your total compensation package. In addition to competitive base pay, we offer comprehensive benefits, career advancement opportunities, differentials, premiums and bonuses as applicable and recognition programs designed to celebrate your contributions and support your professional growth. We invite you to apply, and our Talent Acquisition team will provide an overview of your potential compensation and benefits package.

Equal Opportunity Statement

Newton-Wellesley Hospital is an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, religious creed, national origin, sex, age, gender identity, disability, sexual orientation, military service, genetic information, and/or other status protected under law. We will ensure that all individuals with a disability are provided a reasonable accommodation to participate in the job application or interview process, to perform essential job functions, and to receive other benefits and privileges of employment. To ensure reasonable accommodation for individuals protected by Section 503 of the Rehabilitation Act of 1973, the Vietnam Veteran's Readjustment Act of 1974, and Title I of the Americans with Disabilities Act of 1990, applicants who require accommodation in the job application process may contact Human Resources at (857)-282-7642.