Patient Care Specialist

2 months ago

Boston, United States Medasource Full time

Position: Patient/Family Relations Specialist

Location: Boston, MA (3-4 days on site)


Job Description:

Our client in Boston is looking to bring on a P/FR Specialist to support the Patient / Family Relations program at the Institute, including the outpatient and inpatient locations, by serving as a liaison between patients (adult and pediatric), families, and staff by ensuring an effective complaint and grievance process. The role will engage in intake and triage of patient complaints and requests. The P/FR Specialist will ensure a coordinated and timely response, in accordance with state and federal regulatory guidelines and Institute policies, to patients/families who have expressed a concern, complaint, grievance, compliment, question and/or a request regarding care, treatment or services.


In addition, the P/FR Specialist will be available to staff to assist and guide staff with challenging patients/families and to provide guidance in the utilization of other Institute resources (e.g., the Division of Social Work, Psychosocial Oncology, or Patient & Family Programs & Services).


Minimum Qualifications:

  • Bachelor’s degree required, preferably in healthcare administration, education, psychology, or a related field.
  • Minimum 5 years of healthcare related experience demonstrating excellent customer service, writing, and problem-solving skills required.
  • 1 year of experience as a Clinical Scheduling Lead, Supervisor, Manager, or similar role strongly preferred.
  • 2 years of experience managing patient family complaints/grievances preferred.


Primary Responsibilities:

Complaint/Grievance Management

  • Leads the coordination of assigned cases from intake to resolution, including ensuring accurate documentation.
  • Works closely with the P/FR Director, along with clinical and operational leaders to write, review, edit, and format response letters to patients and/or families.
  • Ensures that communication and documentation meet all regulatory requirements for content and timeliness.
  • Collaborates with P/FR staff, Risk Management staff, Senior Director of Patient Safety, and QPS Medical Directors on case reviews.
  • Interfaces closely with affiliates, Brigham and Women’s Hospital and Boston Children’s Hospital, to insure coordinated investigation and feedback.
  • Partners with respective leadership of various areas (e.g. disease centers, departments, clinical floors, etc.) to address the patient / family feedback and the associates challenges.
  • Participates in process improvement efforts to provide a PFR lens/perspective.


Patient / Family / Staff communications

  • Shares responsibility for the coverage of Patient/Family Relations Office phone, pager, and email during operational hours.
  • Respond to patient, family, staff queries / feedback.
  • Triages patient, family, and staff queries appropriately and efficiently.
  • Respond to urgent patient/family needs as requested.
  • Completes documentation related to patient/family/staff encounters to gather pertinent information.
  • Enters case summary and related information into the PFR database timely.
  • Troubleshoots a wide variety of issues that arise related to navigating difficult and complex patient/family cases.
  • Participates, leads, and coordinates with clinical operations leadership, social work, risk management, and the attorneys in the Office of General Counsel as required regarding difficult patients and challenging cases.
  • Provides feedback and input on patient care agreements in collaboration with the patient care team and senior leadership.
  • Collaborates with senior leadership, risk management, Office of General Counsel, and others as necessary regarding terminations of patient care.


Patient/Family Relations Program

  • Assists in maintaining the Service Recovery Program inventory and log.
  • Tracks Service Recoveries in the PFR database.
  • Supports Patient Experience initiatives.
  • Participates in Institute-wide committees.
  • Participates in the orientation of new staff.
  • Interacts with Institute staff and departments, such as but not limited to Social Work, Nursing, Psychosocial Oncology & Palliative Care, Volunteer Services, Medical, Surgical and Pediatric Oncology.
  • Responds to requests for information related to or witnessing Advance Directives (e.g., health care proxy).
  • Assists in the coordination of PFR activities, education, and training programs.


ADA Program

  • Ensures DFCI’s timely response to patient disability accommodation requests and complaints, seeking guidance from and collaborating with the ADA Coordinator as needed.
  • Maintains Department and Institute service standards.
  • All other duties as assigned.

Knowledge, Skills & Abilities Required:

  • Ability to appropriately manage challenging situations in real time.
  • Proficiency in rL Solutions Feedback Reporting System and the ability to use all Institute related systems.
  • Knowledge of Institute policies and procedures.
  • Knowledge of the Massachusetts Department of Public Health, The Joint Commission on Accreditation of Healthcare Organizations and Center for Medicare and Medicaid Services’ Conditions of Participation regulations regarding patient rights.
  • Excellent listening, interpersonal, and customer service skills with a high degree of emotional intelligence.
  • Excellent verbal and written communication skills with attention to detail and the ability to communicate with all levels of staff; Proficiency in formal letter writing – grammar, punctuation, spelling, content, format.
  • Exceptional organization and prioritization skills.
  • Ability to provide immediate assistance to a wide range of customers with varying needs.
  • Ability to demonstrate flexibility and provide customer-service oriented, thoughtful guidance to staff and clinicians.
  • Confidence with public speaking
  • Aptitude and interest in patient advocacy, health care quality, non-discrimination, inclusion and patient safety.
  • Sensitivity to multi-cultural, cultural, racial, economic and gender diversity.
  • High degree of professionalism, discretion and diplomacy.

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