Senior Patient Family Relations Specialist

Site: The Brigham and Women's Hospital, Inc.

Mass General Brigham relies on a wide range of professionals, including doctors, nurses, business people, tech experts, researchers, and systems analysts to advance our mission. As a not-for-profit, we support patient care, research, teaching, and community service, striving to provide exceptional care. We believe that high-performing teams drive groundbreaking medical discoveries and invite all applicants to join us and experience what it means to be part of Mass General Brigham.

Summary
Job Summary
Responsible for fostering positive relationships between the organization and its patients and their families. This role involves addressing concerns, enhancing patient satisfaction, and ensuring that patient and family feedback is effectively communicated to leadership to improve care quality.

Does this position require Patient Care? Yes

Essential Functions: Act as a liaison between patients, families, and hospital staff to address concerns and resolve issues related to patient care and services.

• Conduct interviews and gather feedback from patients and families to assess their experiences and satisfaction levels.
• Develop and implement programs and initiatives aimed at enhancing the patient and family experience within the hospital.
• Collaborate with clinical and administrative departments to ensure that patient and family needs are met and that feedback is integrated into operational improvements.
• Provide education and support to patients and families regarding hospital services, resources, and policies.
• Prepare reports and presentations for hospital leadership on patient satisfaction trends, concerns, and improvement initiatives.

Qualifications
Education

Bachelor's Degree Healthcare Administration required or Bachelor's Degree Related Field of Study required or Master's Degree Related Field of Study preferred

Experience
Experience in patient relations, healthcare customer service, or a related role, preferably within a hospital setting 3-5 years required

Knowledge, Skills And Abilities

• Exceptional ability to build rapport with patients and families, demonstrating empathy and understanding.
• Strong problem-solving skills and the ability to mediate and resolve conflicts effectively.
• Excellent verbal and written communication skills for interacting with diverse stakeholders.
• Ability to analyze feedback data and identify trends to inform quality improvement initiatives.
• Strong organizational abilities to manage multiple cases and projects simultaneously.

Additional Job Details (if Applicable)
Remote Type
Onsite

Work Location
75 Francis Street

Scheduled Weekly Hours
40

Employee Type
Regular

Work Shift
Day (United States of America)

Pay Range
$69, $101,202.40/Annual

Grade
7

At Mass General Brigham, we believe in recognizing and rewarding the unique value each team member brings to our organization. Our approach to determining base pay is comprehensive, and any offer extended will take into account your skills, relevant experience if applicable, education, certifications and other essential factors. The base pay information provided offers an estimate based on the minimum job qualifications; however, it does not encompass all elements contributing to your total compensation package. In addition to competitive base pay, we offer comprehensive benefits, career advancement opportunities, differentials, premiums and bonuses as applicable and recognition programs designed to celebrate your contributions and support your professional growth. We invite you to apply, and our Talent Acquisition team will provide an overview of your potential compensation and benefits package.

EEO Statement
The Brigham and Women's Hospital, Inc. is an Equal Opportunity Employer. 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. To ensure reasonable accommodation for individuals protected by Section 503 of the Rehabilitation Act of 1973, the Vietnam Veteran's Readjustment Act of 1974, and Title I of the Americans with Disabilities Act of 1990, applicants who require accommodation in the job application process may contact Human Resources at

Mass General Brigham Competency Framework
At Mass General Brigham, our competency framework defines what effective leadership "looks like" by specifying which behaviors are most critical for successful performance at each job level. The framework is comprised of ten competencies (half People-Focused, half Performance-Focused) and are defined by observable and measurable skills and behaviors that contribute to workplace effectiveness and career success. These competencies are used to evaluate performance, make hiring decisions, identify development needs, mobilize employees across our system, and establish a strong talent pipeline.