Patient Family Relations Specialist

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

Job summary

The General Hospital Corporation, doing business as Mass General Brigham, seeks a Patient Relations/Advocacy professional to promote positive patient experiences at 15 Parkman Street in Boston. This onsite role focuses on addressing inquiries, resolving concerns, and guiding families with empathy and respect.

Responsibilities include collecting feedback, educating patients on policies, and ensuring rights and privacy are safeguarded.

Qualifications

• Bachelor's degree preferred; experience may be considered in lieu of degree.
• 2–3 years patient relations/advocacy experience required.
• Knowledge of patient rights and healthcare regulations.
• Strong communication and interpersonal skills; ability to handle sensitive information.

Responsibilities

• Serve as a primary point of contact for patients and their families, addressing inquiries, concerns, and feedback.
• Provide emotional support and guidance to patients and families during challenging situations.
• Advocate for patients' rights, ensuring their voices are heard in decisions related to 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 improvement areas in care and services.
• Educate patients and families about hospital policies, procedures, and resources to enhance engagement.
• Collect and maintain records of patient concerns, feedback, and resolution outcomes confidentially.
• Ensure compliance with patient rights, privacy regulations, and hospital policies.

Skills

Communication skills

Patient rights knowledge

Data collection & analysis

Confidentiality

Conflict resolution

Education

Bachelor's Degree Healthcare Management

Bachelor's Degree Social Work

Bachelor's Degree Related Field of Study

Job description

Site: The General Hospital Corporation

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

Enrollment: 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, Skills and Abilities

• 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

6At

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.