Mass General Brigham is looking for a Patient Family Relations Specialist, Float to provide flexible support for patient experience across multiple hospitals and care settings within our health system. This role addresses patient and family concerns, facilitates communication, and supports resolution processes, requiring adaptability and a compassionate presence in dynamic environments.
What You'll Do
- Provide interim or surge support for Patient and Family Relations services across assigned hospitals and departments.
- Respond to patient and family concerns, complaints, and grievances with empathy, timeliness, and adherence to regulatory requirements.
- Collaborate with interdisciplinary teams to investigate concerns and ensure appropriate follow up and communication.
- Support complaint documentation and grievance workflows in accordance with institutional policies.
- Promote a culture of patient-centered care by educating staff on communication best practices and de-escalation strategies.
- Participate in systemwide efforts to standardize PFR practices and improve processes.
- Serve as the primary administrative resource for the CARe (Communication, Apology, and Resolution) program for assigned hospitals, facilitating operations and supporting case coordination.
- Perform other duties as required and assigned.
What We're Looking For
- 1-3 years experience working with patients/consumers in a healthcare setting.
- Familiarity with healthcare regulatory requirements for patient complaints and grievances.
- Strong written and verbal communication skills, with the ability to navigate sensitive conversations and diverse populations.
- Willingness and ability to travel between facilities as needed.
- Computer and Internet skills required: familiarity and comfort with MS Office products.
- Must be available to work in the case of a hospital-declared emergency.
- Must be available to assist during regulatory agency reviews.
Nice to Have
- Bachelor’s degree in social work, psychology, human services or related field.
- 3 years experience in community outreach/engagement working with diverse populations.
Technical Stack
- MS Office (Word, Excel, PowerPoint, Access)
Team & Environment
Reports into the Senior Manager PFR, MGH, MEE.
Benefits & Compensation
- Compensation: $56,992.00 - $82,992.00/Annual
- Comprehensive benefits
- Career advancement opportunities
- Differentials, premiums and bonuses as applicable
- Recognition programs
Work Mode
This is an onsite position requiring travel to the following locations: MGH, McLean, Brigham.
The General Hospital Corporation 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.
