Patient Family Relations Representative

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

Site

Site: The Brigham and Women's Hospital, Inc. 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

Responsible for serving as a liaison between patients, their families, and the hospital to address concerns, provide information, and ensure a positive experience. Works to resolve issues related to patient care, facilitates communication between patients and staff, and supports patient satisfaction initiatives within the hospital. Does this position require Patient Care? No

Essential Functions

• Acts as the primary point of 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.

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

Knowledge, Skills and Abilities

• Strong interpersonal and communication skills.
• Ability to handle sensitive and complex situations with empathy and professionalism.
• Problem-solving and conflict-resolution skills.
• Organizational skills and attention to detail.
• Ability to collaborate effectively with teams comprising individuals of many different backgrounds.
• Proficiency in using healthcare management software and systems.

Additional Job Details

Remote Type: Onsite

Work Location: 1620 Tremont Street

Scheduled Weekly Hours: 40

Employee Type: Regular

Work Shift: Day (United States of America)

Pay Range: $20.84 - $29.79/Hourly

Grade: 4

Benefits and Compensation

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.

EEO Statement

The Brigham and Women's Hospital, Inc. 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.

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.

• Combat disease
• Hold a hand
• Help people
• Impact the world

Mass General Brigham is a passionate, welcoming community where minds meet caring hearts. Come be a part of the world’s most powerful force in medicine, where every role is important in changing lives. Are you ready? Our history includes New England hospitals founded over 200 years ago, some of the first and most prestigious hospitals in the world. Built on the legacy of two leading academic medical centers, we’re more than a system—we’re leaders in the practice of medicine. Mass General Brigham is committed to serving the community. We are dedicated to enhancing patient care, teaching and research, and taking a leadership role as an integrated health care system. We recognize that increasing value and continuously improving quality are essential to maintaining excellence.