Patient/Family Relations Manager at Partner's Healthcare in Newton, Massachusetts

Job Description:

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
-Monitors and addresses patient feedback, ensuring timely resolution of concerns and complaints.
-Develops and implements strategies to enhance patient satisfaction and experience.
-Coordinates with clinical and administrative staff to ensure patient-centered care practices.
-Leads patient experience training and education for hospital staff to foster a culture of service excellence.
-Analyzes patient satisfaction data and reports trends to hospital leadership.
-Collaborates with departments to implement process improvements based on patient feedback.
-Maintains patient experience records and documentation in accordance with hospital policies.
-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.