The Patient and Family Relations Specialist (PFR) supports the PFR Manager at NWH to oversee and manage hospital-wide patient family relations initiatives and daily work at NWH. The PFR Specialist is responsible for all incoming calls, visits and correspondence to serve as a liaison between patients, loved ones, and staff in acknowledging and responding to feedback (complaints/grievances/compliments) and other requests in a compassionate and supportive manner. The focus of this position is to support patient's rights, patient/family needs, and assisting to resolve feedback concerns and highlight feedback compliments. This role embodies the institution's commitment to service excellence, and a strong patient and family centered culture.


Because this role in an active change management environment, this specialist will need to demonstrate flexibility and open mindedness as the contours of this position will actively evolve over time.


The focus of this role is in the following key areas:


• Provides telephone coverage and in person support of Patient and Family Relations for patient and loved one needs, concerns, or complaints at NWH.


• With guidance from the PFR Manager at NWH, conducts a timely investigation and response to patient concerns/complaints/ grievances including interviewing staff and reviewing medical records. Facilitates effective communication between patients, families, and staff to enhance patient/family-centered care and ensure common goals.


• Negotiates and mitigates expectations to promote satisfaction, ensure quality and safety, and minimize the risk of adversarial outcomes.


• Provides assistance to patients and families with needs or concerns regarding patient rights and responsibilities, responds to patient complaints or concerns in accordance with DPH, CMS and The Joint Commission regulatory standards for patient complaints and grievances.


• Documents information regarding patient and/or staff concerns and requests in confidential department database and disseminates data to appropriate leadership staff for quality assurance purposes.


• Utilizes data management system to meet regulatory requirements for CMS, DPH and The Joint Commission for complaint management and resolution process.


• Conducts rounds with patients and loved ones to obtain preemptive feedback regarding the inpatient hospital experience (when appropriate and aligned with hospital safety policies).


• Prepares formal correspondence and documentation (both patient facing and internally) such as letters, messages, and reports, with efficiency and accuracy.


•



Qualifications

• Bachelor's degree in social work, psychology, human services or related field preferred.


• 1-3 years of experience working with patients/consumers in a healthcare setting required


• 3 years of experience in community outreach/engagement working with diverse populations preferred


• A combination of education and experience may be substituted for requirements


• Experience working in a large and complex health care organization preferred


• Computer and Internet skills and experience required: familiarity and comfort with MS Office products is essential for success in this position (Word, Excel, PowerPoint, and Access)



EEO Statement

Mass General Brigham 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.