Patient/Family Relations Manager

Mass General Brigham Health Plan, Inc.; Massachusetts; On-site; USD 80,000 - 100,000; Full time

Job summary

An established industry player is seeking a Patient/Family Relations Manager to enhance the patient experience. This role involves managing feedback, resolving concerns, and implementing service excellence initiatives. You will collaborate with clinical and administrative staff to ensure patient-centered care, analyze satisfaction data, and lead training programs. Join a team committed to compassionate, high-quality care and diverse perspectives, making a significant impact in the healthcare community. If you are passionate about improving patient experiences and fostering a culture of service excellence, this opportunity is perfect for you.

Qualifications

• 3-5 years of experience in patient relations or customer service in healthcare.
• 2-3 years in a supervisory or leadership role preferred.

Responsibilities

• Oversee patient feedback and ensure timely resolution of concerns.
• Develop strategies to enhance patient satisfaction and experience.
• Lead training for hospital staff on patient-centered care.

Skills

Communication Skills

Problem-Solving

Empathy

Interpersonal Skills

Data Analysis

Education

Bachelor's Degree in Health Administration

Bachelor's Degree in Related Field

Tools

Healthcare Management Software

Job description

Patient/Family Relations Manager page is loaded

Patient/Family Relations Manager

Apply remote type: Onsite

Location: Newton-MA

Time type: Full time

Posted on: Posted Yesterday

Job Requisition ID: RQ4012835

Site: Newton-Wellesley Hospital

At Mass General Brigham, we know it takes a surprising range of talented professionals to advance our mission—from doctors, nurses, business people and tech experts, to dedicated researchers and systems analysts. As a not-for-profit organization, Mass General Brigham is committed to supporting patient care, research, teaching, and service to the community. We place great value on being a diverse, equitable and inclusive organization as we aim to reflect the diversity of the patients we serve.

At Mass General Brigham, we believe a diverse set of backgrounds and lived experiences makes us stronger by challenging our assumptions with new perspectives that can drive revolutionary discoveries in medical innovations in research and patient care. Therefore, we invite and welcome applicants from traditionally underrepresented groups in healthcare—people of color, people with disabilities, LGBTQ community, and/or gender expansive, first and second-generation immigrants, veterans, and people from different socioeconomic backgrounds—to apply.

Job Summary

Responsible for overseeing and improving the overall patient experience by managing patient feedback, resolving concerns, and implementing service excellence initiatives. Ensures that patient interactions align with the mission to provide compassionate and high-quality care.

Essential Functions

1. Monitors and addresses patient feedback, ensuring timely resolution of concerns and complaints.
2. Develops and implements strategies to enhance patient satisfaction and experience.
3. Coordinates with clinical and administrative staff to ensure patient-centered care practices.
4. Leads patient experience training and education for hospital staff to foster a culture of service excellence.
5. Analyzes patient satisfaction data and reports trends to hospital leadership.
6. Collaborates with departments to implement process improvements based on patient feedback.
7. Maintains patient experience records and documentation in accordance with hospital policies.
8. Acts as a liaison between patients, families, and hospital staff to ensure clear communication and support.

Qualifications

Education
Bachelor's Degree in Health Administration required or Bachelor's Degree in Related Field of Study required.

Experience
Experience in patient relations or customer service within a healthcare setting: 3-5 years required. Experience in a supervisory or leadership role: 2-3 years preferred.

Knowledge, Skills and Abilities
- Familiarity with healthcare regulations and patient rights.
- Proficient in healthcare management software and tools.
- Empathy and patient-focused approach.
- Strong communication and interpersonal skills.
- Excellent problem-solving and conflict-resolution abilities.
- Ability to analyze data and generate actionable insights.

Additional Job Details (if applicable)

Remote Type
Onsite

Work Location
2014 Washington Street

Scheduled Weekly Hours
40

Employee Type
Regular

Work Shift
Day (United States of America)

EEO Statement:
Newton-Wellesley Hospital is an Equal Opportunity Employer. By embracing diverse skills, perspectives and ideas, we choose to lead. 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.

Mass General Brigham Competency Framework

At Mass General Brigham, our competency framework defines what effective leadership “looks like” by specifying which behaviors are most critical for successful performance at each job level. The framework is comprised of ten competencies (half People-Focused, half Performance-Focused) and are defined by observable and measurable skills and behaviors that contribute to workplace effectiveness and career success. These competencies are used to evaluate performance, make hiring decisions, identify development needs, mobilize employees across our system, and establish a strong talent pipeline.