Patient/Family Relations Manager

2 months ago

Boston, United States Brigham and Women's Hospital Full time

Job Description - Patient/Family Relations Manager (3296859) Patient/Family Relations Manager - (3296859) The PFR Manager at Brigham and Women’s Faulkner Hospital will directly report to the Senior Manager PFR BWH/BWFH. The PFR Manager will help to oversee PFR staff and assist with the execution of PFR at BWFH. The PFR Manager must have a passion and expertise for making a difference in patients' lives and be able to clearly see the patient viewpoint. A successful candidate will thrive in a fast-paced environment; work effectively with cross-functional teams, both within the department and within inpatient and outpatient settings; and, have significant patient communications and service recovery experience. 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. This role is majority on-site with the possibility of hybrid in the future. Complaints, Grievances & Compliments Support the build-out of BWFH PFR infrastructure, ensuring standardization in training, processes, and responses that are in line with MGB. Under the direction of the Sr. Manager of PFR, implement the system-wide feedback event reporting system at BWFH including conversion from legacy, siloed systems. Supports Sr. Manager of PFR for BWFH in executing MGB PFR strategy and management of PFR for BWFH. This includes ensuring that PFR processes and tracking at BWFH are in line with MGB processes and policies. Oversee a team of local PFR employees. Responds to requests for intervention to assist in managing difficult patient/family situations. Collaborates with clinical and administrative leadership, frontline staff, or other hospital services to provide support and/or improvement strategies to reach effective resolution. Provides training/education and empowers frontline staff and local leadership to manage patient feedback. Provides backup telephone and written coverage, in-person support of Patient and Family Relations for patient and loved one needs, concerns, or complaints at BWFH. Carries and manages their own PFR caseload. Performs other duties as required and assigned. Committee Support/Other: Manages the Patient Family Advisory Council including recruitment, onboarding and orientation of new members, regulatory reporting and promotes/facilitates the inclusion in hospital work including but not limited to improvement initiatives, committees, and consultations. Participate on committees/projects to represent Patient and Family Relations department. Brigham and Women’s Faulkner 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 identity, 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. Brigham and Women's Faulkner Hospital is a 171-bed non-profit, community teaching hospital located in Jamaica Plain directly across the street from the Arnold Arboretum. Founded in 1900, Brigham and Women's Faulkner Hospital offers comprehensive care in a wide variety of specialties. Brigham and Women’s Faulkner Hospital is a designated Magnet hospital by the American Nurses Credentialing Center, a recognition that fewer than nine percent of all US hospitals receive. At Brigham and Women’s Faulkner Hospital, we believe that everyone should have the chance to live a healthy life. From creating breakthroughs that have paved the way for treatments around the globe to training the next generation of providers, our patients, and those we may never meet, are at the center of everything we do. If you’re looking for more than a career, join Brigham and Women’s Faulkner Hospital. Our patients call it better care. Our employees call it home. Bachelor’s Degree required. HealthCare Administration, Business, clinical, or a healthcare-related field preferred. Master’s degree preferred. 5 plus years of experience in patient and customer service or hospitality experience. Minimum of 3 years of conflict resolution and service recovery, as well as training/coaching experience with a focus on results. Demonstrated experience working with nurses, PCAs, and providers. Success with assessment and feedback loop on communication and patient/customer service experience. Excellent organizational skills necessary to prioritize and address multiple priorities. Must demonstrate excellent problem-solving skills and attention to detail. Must possess the ability to effectively, with empathy, interact with a wide range of personality types, ages, and diverse cultural and religious backgrounds in a rapidly changing and growing environment. Must be available to work in the case of a Hospital declared emergency. Must be available to assist during regulatory agency reviews. 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. Excellent negotiation skills in a diverse and multicultural environment. High level of sensitivity to confidential information. Excellent teamwork and collaboration skills. Experience working with data and data tracking. Experience in managing multiple tasks and functions at the same time. Strong project management skills required. Brigham and Women’s Faulkner Hospital is an Affirmative Action 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 the 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. Primary Location

MA-Boston-BWFH Brigham and Women's Faulkner Hospital Main Work Locations

BWFH Brigham and Women's Faulkner Hospital Main Job

Professional/Managerial Organization

Brigham & Women's Faulkner Hospital(BWFH) Schedule

Full-time Standard Hours 40 Shift

Day Job Employee Status

Regular Recruiting Department BWFH Patient And Family Relations

#J-18808-Ljbffr

  • Patient/Family Relations Manager

    6 days ago

    Boston, United States Brigham & Women's Faulkner Hospital Full time

    Description The PFR Manager at Brigham and Women's Faulkner Hospital will directly report to the Senior Manager PFR BWH/BWFH. The PFR Manager will help to oversee PFR staff and assist with the execution of PFR at BWFH. The PFR Manager must have a passion and expertise for making a difference in patients' lives and be able to clearly see the patient...

  • Patient/Family Relations Specialist

    4 weeks ago

    Boston, United States Medasource Full time

    Position: Patient/Family Relations Specialist Location: Boston, MA (3-4 days on site) Duration: 6 Months to Hire 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...

  • Patient/Family Relations Specialist

    2 months ago

    Boston, United States Medasource Full time

    Position: Patient/Family Relations SpecialistLocation: Boston, MA (3-4 days on site)Duration: 6 Months to HireJob 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...

  • Patient/Family Relations Specialist

    2 months ago

    Boston, United States Medasource Full time

    Position: Patient/Family Relations SpecialistLocation: Boston, MA (3-4 days on site)Duration: 6 Months to HireJob 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...

  • Patient Family Relations Specialist

    2 weeks ago

    Boston, United States Brigham & Women's Hospital(BWH) Full time

    What does a Patient Family Relations Specialist do? The mission of the Center for Patients and Families is to serve as a liaison between patients, families, and the organization in acknowledging and responding to concerns and requests in a compassionate supportive manner. The Patient Family Specialist integral to accomplishing this mission and is responsible...

  • Patient Family Relations Specialist

    1 week ago

    Boston, United States Mass General Brigham Full time

    Description: What does a Patient Family Relations Specialist do? The mission of the Center for Patients and Families is to serve as a liaison between patients, families, and the organization in acknowledging and responding to concerns and requests in a compassionate supportive manner. The Patient Family Specialist integral to accomplishing this mission...

  • Patient Family Relations Specialist

    5 days ago

    Boston, United States Brigham & Women's Hospital(BWH) Full time

    What does a Patient Family Relations Specialist do? The mission of the Center for Patients and Families is to serve as a liaison between patients, families, and the organization in acknowledging and responding to concerns and requests in a compassionate supportive manner. The Patient Family Specialist integral to accomplishing this mission and is responsible...

  • Patient Family Relations Specialist

    1 month ago

    Boston, United States Brigham & Women's Hospital(BWH) Full time

    What does a Patient Family Relations Specialist do? The mission of the Center for Patients and Families is to serve as a liaison between patients, families, and the organization in acknowledging and responding to concerns and requests in a compassionate supportive manner. The Patient Family Specialist integral to accomplishing this mission and is...

  • Patient Family Relations Specialist

    1 week ago

    Boston, United States Mass General Brigham Full time

    Description: What does a Patient Family Relations Specialist do? The mission of the Center for Patients and Families is to serve as a liaison between patients, families, and the organization in acknowledging and responding to concerns and requests in a compassionate supportive manner. The Patient Family Specialist integral to accomplishing this mission and...

  • Patient/Family Relations Program Specialist

    2 months ago

    Boston, United States Medasource Full time

    Position: Patient/Family Relations Specialist Location:Boston, MA (3-4 days on site) Duration: 6 Months to Hire 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...

  • Patient/Family Relations Program Specialist

    2 months ago

    Boston, United States Medasource Full time

    Position: Patient/Family Relations SpecialistLocation: Boston, MA (3-4 days on site)Duration: 6 Months to Hire 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...

  • Patient/Family Relations Program Specialist

    2 months ago

    Boston, United States Medasource Full time

    Position: Patient/Family Relations SpecialistLocation: Boston, MA (3-4 days on site)Duration: 6 Months to Hire 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...

  • Manager, Media Relations

    3 weeks ago

    Boston, United States The Ladders Full time

    Weber Shandwick is seeking a Manager (Account Supervisor level) to join our Integrated Media team within our Boston Consumer Practice.We Are Seeking We are seeking a strong Manager to join our Media Relations team within our Consumer Practice. You love the thrill of the pitch, building relationships with media, and constantly immersing yourself in pop...

  • Manager, Media Relations

    2 weeks ago

    Boston, United States Circa - IPG DXTRA Full time

    Weber Shandwick is seeking a Manager (Account Supervisor level) to join our Integrated Media team within our Boston Consumer Practice.We Are Seeking We are seeking a strong Manager to join our Media Relations team within our Consumer Practice. You love the thrill of the pitch, building relationships with media, and constantly immersing yourself in pop...

  • Manager, Media Relations

    2 months ago

    Boston, Massachusetts, United States IPG DXTRA Full time

    Weber Shandwick is seeking a Manager (Account Supervisor level) to join our Integrated Media team within our Boston Consumer Practice.We Are SeekingWe are seeking a strong Manager to join our Media Relations team within our Consumer Practice. You love the thrill of the pitch, building relationships with media, and constantly immersing yourself in pop...

  • Manager, Media Relations

    2 weeks ago

    Boston, United States IPG DXTRA Full time

    Weber Shandwick is seeking a Manager (Account Supervisor level) to join our Integrated Media team within our Boston Consumer Practice. We Are Seeking We are seeking a strong Manager to join our Media Relations team within our Consumer Practice. You love the thrill of the pitch, building relationships with media, and constantly immersing yourself in pop...

  • Client Relations Manager

    1 month ago

    Boston, Massachusetts, United States Fish & Richardson Full time

    Fish & Richardson, the premier global intellectual property law firm, is trusted by the world's most innovative and influential companies. Fish was established in 1878, and now has more than 400 attorneys and technology specialists in the U.S., Europe, and China. Our success is rooted in our creative and inclusive culture, which values the diversity of...

  • Lead Client Relations Manager

    2 weeks ago

    Boston, Massachusetts, United States EVERSANA INTOUCH Full time

    Job OverviewCompany Overview:EVERSANA INTOUCH stands as a premier, comprehensive global healthcare agency dedicated to the life sciences and pharmaceutical sectors. Our mission is to deliver innovative creative and media solutions, enterprise services, and data analytics tailored for our clients.We harness the synergy of top-tier creative and digital teams...

  • Patient Care Specialist

    2 months ago

    Boston, United States Medasource Full time

    Position: Patient/Family Relations SpecialistLocation: 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...

  • Government Relations Manager

    2 months ago

    Boston, United States The Greater Boston Chamber of Commerce Full time

    Job DescriptionJob DescriptionTitle: Government Relations ManagerReports to: Vice President, Government Relations Date: June 2024 Position Overview: The Government Relations Manager will support GBCC's public policy functions by being a lobbyist for theorganization and assisting in developing and promoting the Chamber's public policy priorities. They...