Patient Family Relations
2 months ago
Description:
ABOUT US:
With energy and purpose, Cooley Dickinson Health Care, a member of the Mass General Brigham system, is advancing health care in western Massachusetts, and has been since 1886. Our network employs more than 2,000 medical professionals and support staff, at our main Hospital campus in Northampton and additional locations in twelve towns throughout the Pioneer Valley.
OUR BENEFITS:
In addition to competitive pay, all Cooley Dickinson employees who work 20 hours or more per week have access to the following benefits with no waiting period:
- A range of health, dental, vision, prescription, and life insurance benefits.
- A generous and flexible Earned Time Off program starting at six weeks accrual per year.
- 403(b) retirement plan with various investment options.
- Opportunities and support for continued education including tuition reimbursement.
General Summary/Overview Statement:
The Patient and Family Relations (PFR) Specialist will support the Sr. Manager of Patient Safety, Risk, and PFR at Cooley Dickinson Hospital (CDH) to oversee and manage hospital-wide patient safety and risk initiatives and daily work at CDH. 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 patients rights, patient/family needs, and assisting to resolve feedback concerns and highlight feedback compliments. This role embodies the institutions 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.
Principal Duties and Responsibilities
:
- Provides telephone coverage and in person support of Patient and Family Relations for patient and loved one needs, concerns, or complaints at CDH.
- With guidance from the Sr. Manager of Patient Safety, Risk, and PFR at CDH, 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.
- Performs other duties as required and assigned.
Skills/Abilities/Competencies:
- Ability to communicate (both verbally and in writing) clearly, compassionately, sensitively and in a health literate way with patients and their loved ones in a complex clinical environment.
- Ability to continuously respect and value diversity.
- Excellent customer service skills to patients, loved ones, and staff via phone or in person and able to provide immediate assistance to a wide range of customers with varying needs and concerns.
- Excellent interpersonal skills with individuals in crisis.
- Excellent negotiation skills in a diverse and multicultural environment.
- High level of sensitivity to confidential information.
- Exhibits excellent organizational skills.
- Excellent teamwork and collaboration skills.
- Experience working with data and data tracking.
- Experience in managing multiple tasks and functions at the same time.
Working Conditions:
- Office setting
- Frequent, daily use of computer, telephone, fax machine
- Occasional early or late meetings to accommodate clinicians schedules
- Highly confidential data and medical records materials require extreme discretion
Special Requirements:
- Must be available to work in the case of a Hospital declared emergency.
- Must be available to assist during regulatory agency reviews.
MINIMUM REQUIREMENTS:
- Bachelors degree in social work, psychology, human services, or related field preferred.
- 1-3 years experience working with patients/consumers in a healthcare setting required.
- 3 years 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).
It is the policy of Cooley Dickinson Health Care to provide equal employment opportunity (EEO) to all persons regardless of age, color, national origin, citizenship status, physical or mental disability, race, religion, creed, gender, sex, sexual orientation, gender identity and/or expression, genetic information, marital status, status with regard to public assistance, veteran status, or any other characteristic protected by federal, state or local law. In addition, Cooley Dickinson Health Care will provide reasonable accommodations for qualified individuals with disabilities.
Cooley Dickinson Health Care embraces diverse skills, perspectives and ideas, and encourages people of color, veterans, people with disabilities, LGBTQ candidates, and people from other underrepresented groups to apply.
Primary Location MA-Northampton-CDH Cooley Dickinson Hospital
Work Locations CDH Cooley Dickinson Hospital 30 Locust Street Northampton 01060
Job Professional/Managerial
Organization Cooley Dickinson Hospital (CDH)
Schedule Full-time
Standard Hours 40
Shift Day Job
Employee Regular
Job Posting Jun 28, 2024
-
Patient Family Relations Specialist
4 weeks ago
Northampton, Massachusetts, United States Mass General Brigham Full timeJob SummaryThe Patient Family Relations Specialist will play a vital role in supporting the Sr. Manager of Patient Safety, Risk, and PFR at Cooley Dickinson Hospital (CDH) in overseeing and managing hospital-wide patient safety and risk initiatives. This position will serve as a liaison between patients, loved ones, and staff, acknowledging and responding to...
-
Patient Family Relations Specialist
3 weeks ago
Northampton, Massachusetts, United States Mass General Brigham Full timeAbout UsCooley Dickinson Health Care, a member of the Mass General Brigham system, is a leading healthcare provider in western Massachusetts. With a rich history dating back to 1886, our network employs over 2,000 medical professionals and support staff across multiple locations.Our BenefitsWe offer a comprehensive benefits package, including health, dental,...
-
Family Medicine Physician
3 weeks ago
Northampton, Massachusetts, United States Partners HealthCare Full timeCooley Dickinson Medical Group is seeking a talented Family Medicine Physician to join our dynamic team in Northampton, MA. As a member of our practice, you will have the opportunity to provide high-quality, compassionate care to patients of all ages. Our practice is committed to advancing the health of individuals and families through comprehensive primary...
-
Family Medicine Physician
5 months ago
Northampton, United States Partners HealthCare Full timeCooley Dickinson Medical Group is excited to grow our practice with a BE/BC Family Medicine Physician to join our thriving practice in Northampton, MA. Cooley Dickinson Medical Group’s Northampton Family Medicine is an award-winning family practice where providers are dedicated to advancing the health of individuals and families with compassionate,...
-
Family Medicine Physician
2 weeks ago
Northampton, United States Partners HealthCare Full timeCooley Dickinson Medical Group is excited to grow our practice with a BE/BC Family Medicine Physician to join our thriving practice in Northampton, MA. Cooley Dickinson Medical Group’s Northampton Family Medicine is an award-winning family practice where providers are dedicated to advancing the health of individuals and families with compassionate,...
-
Patient Services Representative, Multispecialty
4 weeks ago
Northampton, Massachusetts, United States Mass General Brigham Full timeAbout UsCooley Dickinson Health Care, an affiliate of Mass General Brigham, is a leading healthcare provider in western Massachusetts. Our mission is to deliver exceptional patient care and advance healthcare in our community.Job SummaryWe are seeking a full-time Patient Services Representative to serve as the face of our medical group. This role will play a...
-
Family Medicine Physician
3 weeks ago
Northampton, Massachusetts, United States Partners HealthCare Full timePrimary Care OpportunityCooley Dickinson Medical Group is seeking a Family Medicine Physician to join our thriving practice in Northampton, MA. Our award-winning family practice is dedicated to advancing the health of individuals and families with compassionate, comprehensive primary care.Our practice is complemented by experienced advanced practice...
-
Northampton, Massachusetts, United States Mass General Brigham Community Physicians Full timePractice OverviewCooley Dickinson Medical Group is a dynamic and award-winning family practice in Northampton, MA, seeking a board-certified Family Medicine Physician to join our team. Our practice is dedicated to providing compassionate, comprehensive primary care to individuals and families in our community.Benefits of the PracticeOur practice offers a...
-
Patient Services Representative, Multispecialty
4 weeks ago
Northampton, United States Mass General Brigham Full timeDescription: About Us With energy and purpose, Cooley Dickinson Health Care, an affiliate of Mass General Brigham, is advancing health care in western Massachusetts. With a broad network of providers and facilities serving the Pioneer Valley, our services span a spectrum of medical and surgical needs, diagnostic care, rehabilitation, social work,...
-
Northampton, United States Mass General Brigham Full timeDescription: About Us With energy and purpose, Cooley Dickinson Health Care, an affiliate of Mass General Brigham, is advancing health care in western Massachusetts. With a broad network of providers and facilities serving the Pioneer Valley, our services span a spectrum of medical and surgical needs, diagnostic care, rehabilitation, social work,...
-
Rehab Patient Scheduler
2 weeks ago
Northampton, United States Partners HealthCare Full timeABOUT US: With energy and purpose, Cooley Dickinson Health Care, a member of the Mass General Brigham system, is advancing health care in western Massachusetts, and has been since 1886. Our network employs more than 2,000 medical professionals and support staff, at our main Hospital campus in Northampton and additional locations in twelve towns throughout...
-
Patient Services Representative, Multispecialty
3 weeks ago
Northampton, United States Mass General Brigham Full timeDescription: About Us With energy and purpose, Cooley Dickinson Health Care, an affiliate of Mass General Brigham, is advancing health care in western Massachusetts. With a broad network of providers and facilities serving the Pioneer Valley, our services span a spectrum of medical and surgical needs, diagnostic care, rehabilitation, social work, behavioral...
-
Patient Care Associate
1 month ago
Northampton, United States Mass General Brigham Full timeDescription: Cooley Dickinson is the hospital for individuals to learn, grow and accelerate their career. We are seeking professionals who are committed to the highest quality patient care and will contribute to our on-going pursuit of excellence. About Us With energy and purpose, Cooley Dickinson Health Care, a member of the Mass General Brigham system, is...
-
Northampton, Massachusetts, United States Mass General Brigham Full timeAbout UsCooley Dickinson Health Care, an affiliate of Mass General Brigham, is a leading healthcare provider in western Massachusetts. Our mission is to advance healthcare in the region, providing comprehensive and sensitive services to our patients.We are committed to delivering exceptional patient care, with a focus on innovation, quality, and compassion....
-
Licensed Practical Nurse
3 weeks ago
Northampton, Massachusetts, United States Compunnel Full timeJob Title: Licensed Practical NurseJob Summary:Compunnel is seeking a skilled Licensed Practical Nurse to join our team in providing high-quality patient care in our dermatology department. As a Licensed Practical Nurse, you will work closely with physicians and other healthcare professionals to deliver compassionate and personalized care to our patients.Key...
-
Patient Care Associate
1 month ago
Northampton, United States Mass General Brigham Full timeDescription: Cooley Dickinson is the hospital for individuals to learn, grow and accelerate their career. We are seeking professionals who are committed to the highest quality patient care and will contribute to our on-going pursuit of excellence. About Us With energy and purpose, Cooley Dickinson Health Care, a member of the Mass General Brigham system, is...
-
Northampton, United States Mass General Brigham Community Physicians Full timeCooley Dickinson Medical Group is excited to grow our practice with a BE/BC Family Medicine Physician to join our thriving practice in Northampton, MA. Cooley Dickinson Medical Group’s Northampton Family Medicine is an award-winning family practice where providers are dedicated to advancing the health of individuals and families with compassionate,...
-
Northampton, United States Mass General Brigham Community Physicians Full timeCooley Dickinson Medical Group is excited to grow our practice with a BE/BC Family Medicine Physician to join our thriving practice in Northampton, MA. Cooley Dickinson Medical Group’s Northampton Family Medicine is an award-winning family practice where providers are dedicated to advancing the health of individuals and families with compassionate,...
-
Patient Care Associate
3 months ago
Northampton, United States Mass General Brigham Full timePatient Care Associate - W2 Med/Surg-(3295252) Description Cooley Dickinson is the hospital for individuals to learn, grow and accelerate their career. We are seeking professionals who are committed to the highest quality patient care and will contribute to our on-going pursuit of excellence. About Us With energy and purpose, Cooley Dickinson...
-
Family Practice
4 weeks ago
Northampton, United States VOHRA Wound Physicians Full timePart-Time Family Medicine Physician Position in Northampton, MA with National Wound Physician Group Clinical satisfaction, autonomy and flexibility, work-life balance No Nights, No Call, No Weekend Clinical Responsibilities Become an expert in wound management, learn from highly qualified wound certified physician trainers and Fellowship Directors. Utilize...