Patient Family Relations Specialist
$58,136–$84,656 year
On-siteBoston, Massachusetts, United States
Job Summary
Handle incoming calls, emails, visits, and correspondence to serve as a liaison between patients, loved ones, and staff, acknowledging and responding to feedback, complaints, grievances, compliments, and requests in a compassionate manner. Conduct timely investigations and responses to patient concerns by interviewing staff and reviewing medical records, while mediating expectations to promote satisfaction, ensure quality and safety, and minimize adversarial outcomes. Provide assistance regarding patient rights and responsibilities in accordance with DPH, CMS, and The Joint Commission standards, and document all concerns in a confidential department database for leadership review. Utilize data management systems to meet regulatory requirements for grievance and complaint management, and conduct rounds to obtain preemptive feedback on the inpatient experience. Prepare formal correspondence and documentation with efficiency and accuracy.
Required Qualifications
- Bachelor's degree
- 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
- 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
- Proficient in Microsoft Word, Excel, and PowerPoint
- 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
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