Patient/Family Relations Manager

Mass General Brigham; Newton (MA); On-site; USD 60,000 - 100,000; Full time

Job summary

An established healthcare organization is seeking a Patient/Family Relations Manager to enhance patient experiences and satisfaction. In this vital role, you will oversee patient feedback, resolve concerns, and implement service excellence initiatives. Your efforts will ensure that patient interactions align with the mission of providing compassionate, high-quality care. This position offers the opportunity to collaborate with clinical and administrative staff, lead training sessions, and analyze patient satisfaction data, all while contributing to a diverse and inclusive workplace that values unique perspectives and backgrounds. If you are passionate about improving patient care, this role is for you.

Qualifications

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

Responsibilities

• Oversee patient feedback and resolve concerns to enhance satisfaction.
• Lead training for staff to foster a culture of service excellence.

Skills

Empathy

Communication Skills

Problem-Solving

Conflict Resolution

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 locations Newton-MA time type Full time posted on Posted 15 Days Ago 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 Health Administration required or Bachelor's Degree Related Field of Study required

Experience
Experience in patient relations or customer service within a healthcare setting 3-5 years required and 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.