Senior Patient Family Relations Specialist
$70,990–$103,230 year
On-siteBoston, Massachusetts, United States
Job Summary
Conduct chart reviews, clarify medical terminology, and interact with clinical care teams as an internal resource for the Patient and Family Relations team. Meet with patients and families in the ED, inpatient units, and the PFR office to negotiate expectations, mediate challenging behaviors, and manage care agreements or dismissals. Lead meetings with safety specialists and risk managers while investigating grievances, interviewing staff, and preparing formal correspondence. Mentor and coach specialists on best practices for correspondence, family meetings, and rounding. Identify patterns of service breakdowns and escalate findings to senior leadership.
Required Qualifications
- Bachelor's Degree Healthcare Administration
- Bachelor's Degree Related Field of Study
- Master's Degree Related Field of Study preferred
- Experience in patient relations
- Experience in healthcare customer service
- Experience in a related role
- Experience preferably within a hospital setting
- 3-5 years required
- Exceptional ability to build rapport with patients and families
- Demonstrating empathy and understanding
- Strong problem-solving skills
- Ability to mediate and resolve conflicts effectively
- Excellent verbal and written communication skills
- Ability to analyze feedback data
- Ability to identify trends
- Inform quality improvement initiatives
- Strong organizational abilities
- Manage multiple cases
- Manage projects simultaneously
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