Senior 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 SummaryThe focus of this position is to support patient and family rights and needs assist in resolving concerns highlight compliments of staff and foster a welcoming environment. The role serves as a liaison between patients loved ones and staff in acknowledging and responding to feedback (grievances complaints assists and compliments) in a compassionate and supportive manner. The Patient and Family Relations senior specialist serves as an internal clinical and operations resource for PFR serving as a mentor and coach for specialists and representatives performing chart reviews clarifying medical terminology and modeling best practices related to correspondence family meetings rounding and interacting with clinical care teams. The senior specialist takes lead on cases escalated from staff and those referred by senior leaders. A significant portion of the role involves supporting care teams in managing challenging behaviors up to and including care agreements and dismissal management. The senior specialist embodies the institutions commitment to optimizing the patient experience and cultivating a strong patient and family centered culture. This role reports to the AMC 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: Indicate key areas of responsibility major job duties special projects and key objectives for this position. These items should be evaluated throughout the year and included in the written annual evaluation. Serves as an internal clinical and operations resource for the rest of the team performing chart reviews clarifying medical terminology and interacting with clinical care teams. Serves as a role model mentor and coach for recruiting onboarding training evaluating and integrating staff into PFR and PFR workflow. Performs chart reviews clarifying medical terminology and interacting with clinical care teams. Meets with patients and families in the ED inpatient units and the PFR office. Negotiates and mitigates expectations to promote satisfaction ensure quality and safety and minimize the risk of adversarial outcomes. Serves as a team lead for meetings with safety specialists risk managers and leadership. Serve as a team lead for Apology and Disclosure and other family meetings and as a resource to care teams in managing challenging behaviors and patient dismissals. Conducts timely investigations and response to patient grievances complaints and concerns including interviewing staff and reviewing medical records. Facilitates effective communication between patients families and staff to enhance patient and family-centered care and support mutual goals. Prepares formal correspondence and documentation both patient-facing and internally such as letters emails and reports with efficiency and accuracy. Mediates and mitigates expectations to promote satisfaction ensure quality and safety and minimize risk of adversarial outcomes. Identifies patterns of service breakdowns and escalates to senior manager to share with Patient Experience measurement and improvement team. 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. Documents patient and staff concerns/requests in confidential department database. Rounds in high-volume clinical areas to obtain preemptive feedback from patients visitors and staff regarding AMC care experiences when appropriate and aligned with hospital safety policies. 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.QualificationsQualifications:Bachelors degree in clinical field social work psychology human services or related field preferred.5-8 years of clinical and/or operational experience in a hospital or health care setting or 4 years of demonstrated high performance in a Patient and Family Relations specialist position.A combination of education and experience may be substituted for requirements.Skills/Abilities/Competencies:Strong understanding of health care operations with particular expertise in understanding and communicating clinical aspects of chart review and clinical conversations with care teams.Models succinct and comprehensive patient care report narratives so the ask and context are clear for the reader or listener.Ability to communicate both verbally and in writing clearly compassionately sensitively and in a health literate way with patients and their loved ones physicians colleagues and all levels of the organization.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.Flexible thinker with the ability to advocate for patients and families balancing the needs of the care team.Experience in managing multiple tasks and functions in a fast-paced environment prioritizing and meeting deadlines.High level of sensitivity to confidential information.Exhibits excellent organizational and collaboration skills.Excellent maturity and mediation skills in a diverse and multicultural environment.Ability to continuously respect and value diversity.Experience working with data and data tracking.Computer Skills: Proficient in Microsoft Word Excel and PowerPoint.Supervisory Responsibilities: No direct reports; indirectly provides leadership and guidance to colleagues with less experience.Fiscal ResponsibilityNo direct budgetary responsibility.Demonstrates fiscal responsibility by effectively using Mass General Brigham resources.Working Conditions: The duties require daily use of computer phone printer and fax.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.Duties require frequently lifting and/or moving up to 5 pounds and occasionally lifting or moving up to 20 pounds. Specific vision abilities required by the job include close and distance vision and depth perception. Possible local travel to Mass General Brigham sites.Additional Job Details (if applicable)Remote TypeOnsiteWork Location75 Francis StreetScheduled Weekly Hours40Employee TypeRegularWork ShiftDay (United States of America)Pay Range$69596.80 - $101202.40/AnnualGrade7At 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:Senior IC Key Skills Apache Tomcat,C++,Administration Support,LNG,Hotel Front Office Employment Type : Full-Time Experience: years Vacancy: 1 Monthly Salary Salary: 69596 - 101202