General Summary/ Overview:



The Patient Family Relations Specialist is responsible for all incoming calls, emails, visits and correspondence to serve as a liaison between patients, loved ones, and staff in acknowledging and responding to feedback (complaints, grievances, compliments) and other requests in a compassionate and supportive manner. The focus of this position is to support patient's rights, patient/family needs, and assisting in resolving feedback concerns and in highlighting feedback compliments. This role embodies the institution's commitment to a strong patient and family centered culture and service excellence. This role will report to the MGH/MEE Sr. Manager, Patient and Family Relations.



Principal Duties and Responsibilities:



1. Provides telephone coverage and in person support of Patient and Family Relations for the needs of patients and loved ones, concerns, or complaints at Mass General.


2. With guidance from the MGH/MEE Sr. Manager, Patient and Family Relations, conducts a timely investigation and response to patient concerns, complaints, grievances, including interviewing staff and reviewing medical records. Facilitates effective communication between patients, families, and staff to enhance patient/family-centered care and ensure common goals.


3. Mediates and mitigates expectations to promote satisfaction, ensure quality and safety, and minimize the risk of adversarial outcomes.


4. Provides assistance to patients and families regarding patient rights and responsibilities, responds to patient complaints or concerns in accordance with DPH, CMS and The Joint Commission regulatory standards for patient complaints and grievances.


5. Documents information regarding patient and/or staff concerns and requests in confidential department database and disseminates data to appropriate leadership staff for quality assurance purposes.


6. Utilizes data management system to meet regulatory requirements for CMS, DPH and The Joint Commission for grievance/complaint management and resolution process.


7. Conducts rounds with patients and loved ones to obtain preemptive feedback regarding the inpatient hospital experience (when appropriate and aligned with hospital safety policies).


8. Prepares formal correspondence and documentation (both patient facing and internally) such as letters, messages, and reports, with efficiency and accuracy.


9. Diversity, Equity, and Inclusion (DEI) - Demonstrate a commitment to supporting MGB DEI initiatives, using the organizational tools and training provided to help identify and dismantle systemic racism within departmental processes, and all other forms of possible discrimination.


10. Other duties as assigned.



Qualifications

Qualifications:



• Bachelor's degree required.


• 3-5 years of experience in a healthcare setting, or other industry with relevant skills and competencies.


• A combination of education and experience may be substituted for requirements.



Skills/Abilities/Competencies:


• Ability to communicate (both verbally and in writing) clearly, compassionately, sensitively and in a health literate way, with colleagues, patients and their loved ones, in a complex clinical environment.


• Flexible thinker, with ability to advocate for patients and families in a complex clinical environment, balancing the needs of the care team.


• Excellent interpersonal service skills with demonstrated qualities of compassion, respect, calm demeanor, and strong emotional self-regulation via phone and in person, while providing assistance to a wide range of customers with varying needs and concerns.


• Ability to continuously respect and value diversity.


• Excellent mediation skills in a diverse and multicultural environment.


• Experience in managing multiple tasks and functions, prioritizing and meeting deadlines.


• High level of sensitivity to confidential information.


• Exhibits excellent organizational skills.


• Excellent teamwork and collaboration skills.


• Experience working with data and data tracking.


• Computer Skills: Proficient in Microsoft Word, Excel, and PowerPoint.



Supervisory Resonsibilities:



• No direct reports; may indirectly provide leadership and guidance to less seasoned and new staff.



Fiscal Responsibility:



• No direct budgetary responsibility.


• Demonstrates fiscal responsibility by effectively using Mass General Brigham resources.



Working Conditions: Describe the conditions in which the work is performed.



• The duties require daily use of computer, telephone, printer and fax machine.


• The employee is frequently required to sit; talk, hear, use hands to finger; handle; or feel; reach with hands and arms, and is occasionally required to stand and walk.


• The employee must frequently lift and/or move up to 5 pounds and occasionally lift and/or move up to 20 pounds. Specific vision abilities required by this job include close and distance vision, and depth perception.


• Possible local travel to Mass General Brigham sites.



EEO Statement

Massachusetts General 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 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.