Patient & Family Experience Advocate

2200 The Brigham and Women's Hospital, Inc.; Boston (MA); On-site; USD 59,661,000 - 85,360,000; Full time

Benefits offered by this job

Comprehensive benefits

Career advancement opportunities

Differentials and bonuses as relevant

Job summary

The Brigham and Women's Hospital, Inc. is seeking a Patient Relations Liaison to serve as the primary contact for patients and families, address concerns, and support overall patient experience at the hospital located at 1620 Tremont Street.

This onsite role emphasizes clear communication, issue resolution, and collaboration with care teams. Qualified candidates will have a Bachelor’s degree in Healthcare Administration or related field, with 2–3 years in patient relations or customer service in

Qualifications

• Bachelor's Degree Healthcare Administration required
• Bachelor's Degree Social Work required
• Bachelor's Degree Related Field of Study required
• Experience in a healthcare setting, preferably in patient relations or customer service roles 2-3 years required
• Experience in a hospital environment 1-2 years preferred

Responsibilities

• Acts as primary contact for patients and families regarding concerns, complaints, and feedback about hospital services.
• Facilitates communication between patients, families, and healthcare providers to ensure clear understanding and resolution of concerns.
• Investigates and addresses patient and family complaints, working closely with hospital staff to find appropriate solutions.
• Educates patients and families about hospital policies, procedures, and available resources to support their care experience.
• Documents and tracks patient and family interactions, ensuring timely follow-up and resolution of issues.
• Collaborates with the patient experience team to identify trends and implement improvements in patient care and services.
• Provides emotional support to patients and families during difficult situations, ensuring their concerns are acknowledged and addressed.
• Assists in coordinating meetings between patients, families, and healthcare teams to discuss care plans and address concerns.
• Promotes a positive hospital environment by advocating for patient and family needs and ensuring their voices are heard.

Skills

Interpersonal skills

Communication skills

Problem solving

Organizational skills

Team collaboration

Healthcare software knowledge

Education

Bachelor's Degree Healthcare Administration

Bachelor's Degree Social Work

Bachelor's Degree Related Field of Study

Tools

EHR systems

Healthcare information systems

Job description

The Brigham and Women's Hospital, Inc. is seeking a Patient Relations Liaison to serve as the primary contact for patients and families, address concerns, and support overall patient experience at the hospital located at 1620 Tremont Street.

This onsite role emphasizes clear communication, issue resolution, and collaboration with care teams. Qualified candidates will have a Bachelor’s degree in Healthcare Administration or related field, with 2–3 years in patient relations or customer service in