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Patient Family Relations Specialist
4 months ago
Wentworth-Douglass Hospital, an affiliate of 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 in equal access to quality care, employment and advancement opportunities encompassing the full spectrum of human diversity: race, gender, sexual orientation, ability, religion, ethnicity, national origin and all the other forms of human presence and expression that make us better able to provide innovative and cutting-edge healthcare and research.
The Patient/Family Relations Specialist works under the direction of the Director of Patient Experience and is responsible for overseeing all patient/family relations efforts. The role works with patients, families, and Wentworth-Douglass staff and leadership in acknowledging and responding to patient/family concerns and complaints in a compassionate, supportive, and timely manner. The role fosters teamwork and partnerships between hospital staff, physician and department leaders, Quality, Risk, and Compliance to ensure responses are patient/family centric. The patient/family relations specialist role requires strong interpersonal skills, highly effective communication skills, superior organizational skills, and ability to work effectively in a complex environment.
1. Represents patient and family needs through advocacy
a. Meets with staff, patients & family to assess needs and anticipate issue
b. Investigates issues with departments to determine cause and solution
c. Develops action plans in consultation with department leadership and patient experience team
2. Maintains patient complaint documentation and follow-up
. Utilizes RL Solutions software to enter patient complaint data
a. Communicates effectively with patients and families through written and verbal methods.
b. Creates reports and communicates with departments concerning patient complaint data.
c. Utilizes RL Solutions to document, track, and manage patient complaints to ensure regulatory requirements are met
3. Demonstrates highest levels of service excellence through customer service and interpersonal interactions
. Serves as a role model for positive customer service behaviors working with patients, families and staff.
a. Employs strategies to effectively communicate in high stress and complex situation
b. Provides staff education on customer service principles and philosophie
4. Gathers patient/family feedback, recognizes and identifies trends, and partners with staff on improvement efforts
. Actively engages in Patient/Family Advisory Council efforts
a. Proactively monitors trends in patient/family feedback to identify systematic, process, or cultural barriers to the delivery of patient/family centered care
b. Serves as an internal resource in understanding patient feedback analysis and facilitates action planning
5. Provides project support and completes special project
. Supports initiatives to improve the patient care experience within the health system
a. Performs patient experience special projects as requested
Qualifications
Experience Minimum Required
• 3-5 Experience working in a healthcare environment, problem solving highly complex situations. Experience 1:1 and in groups; familiarity with hospital and/or non-profit organizations and agencie
• Familiarity with healthcare/hospital and /or nonprofit organizations/agencies.
• Three to five years' experience with people, both one-on-one and in groups.
• Experience problem solving in highly complex situation
Education Minimum Required
• Bachelor's Degree
Education Preferred/Desired
• Master's Degree
Training Minimum Required
• Highly effective written and verbal communication skill
Special Skills Minimum Required
• Strong interpersonal skills; ability to work effectively in a complex environment with various stakeholders; superior organizational skills; ability to use effective judgment and critical thinking skills; ability to problem solve; excellent internal and external customer service
EEO Statement
Wentworth-Douglass 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.
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