Patient and Family Relations Liaison
1 month ago
Mass General Brigham is seeking a highly skilled Patient and Family Relations Specialist to join our team at Newton-Wellesley Hospital. This role is responsible for providing exceptional support to patients, families, and staff, ensuring a positive and compassionate experience for all.
Key Responsibilities:
- Provide telephone and in-person support to patients and families, addressing concerns and complaints in a timely and effective manner.
- Conduct investigations and respond to patient concerns, facilitating communication between patients, families, and staff to enhance patient-centered care.
- Negotiate and mitigate expectations to promote satisfaction, ensure quality and safety, and minimize the risk of adversarial outcomes.
- Assist patients and families with needs or concerns regarding patient rights and responsibilities, responding to complaints or concerns in accordance with regulatory standards.
- Document information regarding patient and/or staff concerns and requests in a confidential database, disseminating data to appropriate leadership staff for quality assurance purposes.
- Utilize data management systems to meet regulatory requirements for complaint management and resolution processes.
- Conduct rounds with patients and loved ones to obtain preemptive feedback regarding the inpatient hospital experience, aligned with hospital safety policies.
- Prepare formal correspondence and documentation, such as letters, messages, and reports, with efficiency and accuracy.
Requirements:
- Bachelor's degree in social work, psychology, human services, or a related field preferred.
- 1-3 years of experience working with patients/consumers in a healthcare setting required.
- 3 years of 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 healthcare organization preferred.
- Computer and Internet skills and experience required, with familiarity and comfort with MS Office products essential for success in this position.
Mass General Brigham is an Equal Opportunity Employer, committed to diversity, equity, and inclusion. We welcome applications from qualified candidates who share our values and are passionate about delivering exceptional patient care.
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