Patient Family Relations Specialist at Mass General Brigham

Site: The Brigham and Womens 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.Job SummaryGeneral Summary/ Overview The Patient Family Relations Specialist is responsible for 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 rights patient and family needs and to assist in resolving feedback concerns and highlighting feedback compliments. This role embodies the institutions commitment to a strong patient and family centered culture and service excellence. The PFR specialist reports to the Senior Manager Patient and Family Relations. Because this role in an active change management environment the senior specialist will need to demonstrate maturity flexibility and open mindedness as the contours of this position will actively evolve over time. Principal Duties and Responsibilities: Provides in person support of Patient and Family Relations for the needs of patients and loved ones concerns or complaints at AMC hospitals. Meets patients and families in the ED inpatient units and the PFR office. With guidance from the Sr. Manager Patient and Family Relations conducts timely investigations and responses 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. Mediates and mitigates expectations to promote satisfaction ensure quality and safety and minimize the risk of adversarial outcomes. Supports patients and families in understanding 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. Participates in family meetings and Apology and Disclosure conversations as requested. Serves as a resource to care teams in managing challenging behaviors and patient dismissals. 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. Uses department database to meet regulatory requirements for CMS DPH and The Joint Commission for grievance/complaint management and resolution process. Rounds with patients and loved ones to obtain preemptive feedback regarding the inpatient hospital experience (when appropriate and aligned with hospital safety policies). Prepares formal correspondence and documentation (both patient-facing and internally) such as letters messages and reports with efficiency and accuracy. Identifies patterns of service breakdowns and escalates to senior manager to share with Patient Experience measurement and improvement team. 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. Other duties as assigned. Qualifications: (Must be realistic neither overstated nor understated and related to the essential functions of the job.)QualificationsManages a timely investigation and response to all patient concerns/complaints/grievances for clinical service areas including interviewing staff and reviewing medical records. Facilitates effective communication between patients families and providers to enhance patient/family-centered care and ensure common goals. Negotiate and mitigate expectations to promote satisfaction ensure quality and safety and minimize the risk of adversarial outcomes.Provide consultation for professional staff and hospital regarding disclosure in collaboration with Risk Management.Responds to requests for intervention to assist in managing difficult patient/family situations. Collaborates with clinical service area management and administrative leadership frontline staff or other hospital services to provide real-time support and/or improvement strategies to reach effective resolution. Accessible by pager during Family Centers hours of operation.Documents information regarding patient and/or staff concerns and requests in the department database and disseminates data to appropriate leadership staff for quality assurance purposes. Generates specific reports to highlight clinical service areas opportunities for improvement efforts including progress obstacles and trends in compliment/complaint data. Review data to identify trends in collaboration with clinical and administrative leadership to develop strategies to improve quality and satisfaction and reduce risk and liability. Utilizes data management system to meet regulatory requirements for CMS DPH and JCAH for complaint management and resolution process.Drafts formal responses on behalf of senior clinical and administrative leadership (including the CEO COO CMO and CNO) in writing to patients and families to compassionately relay regret for their perceived poor experience and inform them of how their feedback is being utilized to implement beneficial practice changes. Meet regulatory compliance requirements for CMS 42 CFR 482.13 for investigating and responding to most informal grievances in 7 days.Conducts rounds with patients/families in assigned clinical areas to obtain preemptive feedback regarding the inpatient hospital experience.Proactively monitors trends in patient/family concerns/complaints to identify systematic process or cultural barriers to the delivery of patient/family-centered care. Seeks opportunities for appropriate patient participation in the development of institutional improvement strategies.Assists with the development and implementation of service improvement initiatives (organizational and area-specific) within clinical service areas.Develops appropriate resolutions with Risk Management staff to effectively manage patient incidents and prevent adversarial outcomes.Provides training/education in clinical service areas and throughout the institution on effective tools for establishing interpersonal connections with patients and families. Identifies opportunities for staff education and facilitates competency learning of clinicians administrative management and staff in customer service improvement. Connects patients and families with appropriate hospital services and resources (i.e. social work interpreter services chaplaincy library services etc.).Educates and markets the Center for Patients and Families services to leadership and frontline staff including patient consultation and intervention compliment/complaint facilitation written responses amenity services staff training and patient satisfaction and project improvement support.Provides coverage for other service lines as needed to cover vacations evening and weekend shifts.Maintains department service standards with attention to staff teamwork communication cultural respect and time/priority management.All other duties as assigned.Qualifications:Additional Job Details (if applicable)Qualifications: (Must be realistic neither overstated nor understated and related to the essential functions of the job.)Bachelors degree in social work psychology human services or related field preferred.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: (Must be realistic neither overstated nor understated and related to the essential functions of the job.)Ability to communicate 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 assisting a wide range of customers with varying needs and concerns.Excellent verbal written and presentation skills; ability to effectively communicate with all levels of the organization (senior management and physician leadership to front-line staff)Superior organizational skills with the ability to function independently and effectively in a changing environment develop timelines and meet deadlines.Ability to continuously respect and value diversity.Excellent mediation skills in a diverse and multicultural environment.Experience managing multiple tasks in a fast-paced environment 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: List the number of FTEs supervised.No direct reports; may indirectly provide leadership and guidance to less seasoned and new staff.Fiscal Responsibility: Indicate financial scope information i.e.: size of budget volume revenue etc.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 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.Remote TypeHybridWork Location75 Francis StreetScheduled Weekly Hours40Employee TypeRegularWork ShiftDay (United States of America)Pay Range$56992.00 - $82992.00/AnnualGrade6At 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 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 Womens 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 Veterans 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 FrameworkAt 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.Required Experience:IC Key Skills Apache Tomcat,C++,Administration Support,LNG,Hotel Front Office Employment Type : Full-Time Experience: years Vacancy: 1 Monthly Salary Salary: 56992 - 82992