Patient Experience & Family Liaison

Brigham and Women's Hospital, Inc.

Boston (MA)

On-site

USD 58,000 - 85,000

Full time

14 days+

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Job summary

Brigham and Women's Hospital, Inc. is seeking a Patient and Family Relations Specialist to act as a compassionate liaison for patients, loved ones, and staff at our Mass General Brigham site in Boston.

This role handles feedback, complaints, and inquiries with adherence to regulatory standards, striving for patient-centered service excellence. Reporting to the MGH/MEE Senior Manager, Patient and Family Relations, you will investigate concerns, document interactions, and support DEI initiatives

Qualifications

Bachelor’s degree required.
3-5 years of experience in a healthcare setting, or other industry with relevant skills and competencies.
A combination of education and experience may be substituted for requirements.

Responsibilities

Provide telephone coverage and in-person support for patient and family relations.
Investigate and respond to patient concerns and complaints with appropriate documentation.
Facilitate communication between patients, families, and staff to enhance patient-centered care.
Mediate and manage expectations to promote satisfaction and safety.
Document information in confidential systems and report to leadership for QA purposes.
Maintain compliance with CMS, DPH and Joint Commission standards for grievances.