Patient and Family Relations Specialist

19 hours ago

Newton Lower Falls, United States Mass General Brigham Full time

Job Summary:

The Patient and Family Relations Specialist plays a vital role in ensuring exceptional patient experiences at Mass General Brigham. This position requires a compassionate and empathetic individual who can effectively communicate with patients, families, and staff to resolve concerns and provide support.

Key Responsibilities:

  • Provide telephone and in-person support to patients and families, addressing their needs, concerns, and complaints in a timely and professional manner.
  • Conduct thorough investigations into patient concerns and complaints, gathering information from staff and reviewing medical records as necessary.
  • Facilitate effective communication between patients, families, and staff to enhance patient-centered care and ensure common goals.
  • Negotiate and mitigate expectations to promote satisfaction, ensure quality and safety, and minimize the risk of adverse 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, ensuring alignment with hospital safety policies.
  • Prepare formal correspondence and documentation, including letters, messages, and reports, with efficiency and accuracy.

Qualifications:

  • Bachelor's degree in social work, psychology, human services, or a related field.
  • 1-3 years of experience working with patients/consumers in a healthcare setting.
  • 3 years of experience in community outreach/engagement working with diverse populations.
  • A combination of education and experience may be substituted for requirements.
  • Experience working in a large and complex healthcare organization.
  • Computer and Internet skills, with familiarity and comfort with MS Office products (Word, Excel, PowerPoint, and Access).

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