Patient Family Relations Specialist

Mass General Brigham; Boston (MA); On-site; USD 58,000 - 85,000; Full time

Job summary

Mass General Brigham in Boston seeks a Patient Relations Advocate to promote positive patient experiences, resolve concerns, and ensure feedback is addressed through patient-centered care and excellent service.

The role requires 2-3 years of patient relations/advocacy experience, knowledge of patient rights, and strong communication skills. Work is onsite at 15 Parkman Street with a 40-hour week and a base pay range discussed during the interview process.

Qualifications

• Bachelor's Degree preferred in Healthcare Management, Social Work, or related field
• 2-3 years experience in Patient Relations/Advocacy required
• Knowledge of patient rights, healthcare regulations, and quality improvement principles
• Proficiency in data collection, reporting, and analysis to drive patient experience improvements
• Strong communication and interpersonal skills with patients, families, and staff
• Excellent conflict resolution skills and ability to handle challenging situations with discretion

Responsibilities

• Serve as primary point of contact for patients and families, addressing inquiries, concerns, and feedback
• Provide emotional support and guidance to patients and families during challenging situations
• Advocate for patients' rights and ensure their voices are heard in care decisions
• Mediate and resolve patient and family concerns promptly and empathetically
• Gather and analyze patient feedback and satisfaction data to identify improvement areas
• Educate patients and families about hospital policies and available resources
• Collect and maintain records of patient concerns and resolutions confidentially
• Ensure compliance with patient rights, privacy regulations, and hospital policies

Skills

Patient relations

Communication

Conflict resolution

Data collection & analysis

Privacy & confidentiality

Policy knowledge

Education

Bachelor's Degree in Healthcare Management

Bachelor's Degree in Social Work

Job description

Site: The General Hospital Corporation 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

Summary: -Responsible for promoting positive patient experiences, resolving concerns, and ensuring that patient and family feedback is addressed effectively through patient-centered care, patient satisfaction, and excellent customer service. Does this position require Patient Care? Yes

Essential Functions

• Serve as a primary point of contact for patients and their families, addressing their inquiries, concerns, and feedback.
• Provide emotional support and guidance to patients and families during challenging situations.
• Advocate for patients' rights, ensuring that their voices are heard and respected in decision‑making processes related to their care.
• Mediate and resolve patient and family concerns or complaints promptly and with empathy.
• Gather and analyze patient feedback, surveys, and satisfaction data to identify areas for improvement in patient care and services.
• Educate patients and families about hospital policies, procedures, and available resources to facilitate better understanding and engagement in the healthcare process.
• Collect and maintain records of patient concerns, feedback, and resolution outcomes in a confidential and organized manner.
• Ensure compliance with patient rights, privacy regulations, and hospital policies related to patient and family interactions.

Qualifications

• Education Bachelor's Degree Healthcare Management preferred or Bachelor's Degree Social Work preferred or Bachelor's Degree Related Field of Study preferred. Can this role accept experience in lieu of a degree? Yes
• Experience Patient Relations/Advocacy Experience 2-3 years required.
• Knowledge of patient rights, healthcare regulations, and quality improvement principles.
• Proficiency in data collection, reporting, and analysis to drive patient experience improvement initiatives.
• Strong communication and interpersonal skills to effectively interact with patients, families, and hospital staff.
• Excellent conflict resolution skills and the ability to handle challenging situations with sensitivity and professionalism.
• Ability to maintain confidentiality and handle sensitive information with discretion.

Additional Job Details (if applicable)

• Remote Type Onsite
• Work Location 15 Parkman Street
• Scheduled Weekly Hours 40
• Employee Type Regular
• Work Shift Day (United States of America)
• Pay Range $58,136.00 - $84,656.00/Annual Grade 6

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

1200 The General Hospital Corporation 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.