Patient Family Relations Specialist at Mass General Brigham
Overview
The Patient Family Relations Specialist leads patient and family communications at Mass General Brigham. This role ensures compassionate responses to feedback and promotes a patient‑centered culture. It reports to the Sr. Manager, Patient and Family Relations.
What You'll Do11
- 1Provide telephone and in‑person support for patient and family inquiries and complaints
- 2Investigate concerns following manager guidance and facilitate communication among stakeholders
- 3Mediate expectations to improve satisfaction and reduce adverse outcomes
- 4Advise patients and families on rights and responsibilities while handling complaints per regulatory standards
- 5Document concerns in a secure database and share data for quality assurance
- 6Use a data management system to satisfy CMS DPH and Joint Commission requirements
- 7Participate in patient rounds to gather proactive feedback on the inpatient experience
- 8Draft formal correspondence and reports with precision and efficiency
- 9Demonstrate DEI principles by supporting initiatives that eliminate systemic discrimination
- 10Communicate clearly and empathetically in diverse settings
- 11Manage multiple priorities, prioritize tasks, and meet deadlines
Requirements9
- 1Bachelor’s degree or equivalent experience
- 23‑5 years of healthcare or related professional experience
- 3Expertise with Microsoft Word Excel and PowerPoint
- 4Strong confidentiality and data‑management skills
- 5Experience mediating complex stakeholder interactions
- 6Commitment to diversity equity and inclusion practices
- 7Ability to work independently and lead without direct reports
- 8High emotional intelligence and stress tolerance
- 9Proficiency in documenting and analyzing patient feedback
Salary Insight
$58 - $85k per year
Location
Required Skills
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