Mass General Brigham is hiring a Senior Manager, Patient Family Relations to provide day-to-day oversight for Brigham and Women's Hospital and Brigham and Women's Faulkner Hospital. In this key role, you will coordinate and implement PFR operations, serve as the escalation point for serious patient experience issues, and ensure enterprise standards are met.
What You'll Do
- Oversee, coordinate, and implement the daily operations of Patient and Family Relations at BWH and BWFH.
- Respond to family grievances, patient complaints, and service recovery.
- Ensure grievances and complaints are handled and tracked according to enterprise standards.
- Serve as the escalation point for any serious patient experience PFR related issues.
- Work with the team to respond to patient inquiries/complaints directed to hospital leadership.
- Lead the facilitation of all Patient and Family Advisory Councils for BWH/BWFH.
- Collaborate with BWH and BWFH safety, risk leaders, and the site ACMO.
- Facilitate the creation of MGB-wide PFR policies and processes as assigned.
- Collaborate with other PFR leaders at MGB and support MGB-wide PFR activities.
- Provide input into MGB PFR strategies and PFAC strategies.
- Support the VP of PFR in strategic priorities for the PFR teams across MGB.
- Lead the BWH and BWFH PFR teams to ensure concerns are addressed appropriately and timely.
- Ensure the team supports clinical teams with patient and family communication and relationships.
- Manage the complaints and grievances process to ensure consistent review, resolution, and response across MGB.
- Support the build-out of safety/risk/PFR infrastructure, ensuring standardization in training, processes, and safety responses.
- Execute MGB safety plans including event analysis, safety event reporting/management/mitigation.
- Implement the standardized risk management strategy, policies, and procedures.
- Implement the system-wide safety event reporting system.
- Support system-wide safety events such as recalls, shortages, and other events impacting safety.
- Understand data to identify areas of opportunity for patient safety improvement and communicate areas at risk.
What We're Looking For
- Bachelor's Degree in a Related Field of Study or Bachelor's Degree in Patient Safety Leadership.
- 3-5 years of experience in Safety, Risk Management, and patient family relations.
- 3-5 years of experience leading process improvement and initiatives and managing teams.
- Ability to successfully negotiate and collaborate with others of different skill sets, backgrounds, and levels.
- Ability to manage a team to manage all PFR activities at BWH/BWFH.
- Understands data and reporting principles.
- Strong interpersonal skills.
Nice to Have
- Master's Degree in Nursing.
Team & Environment
You will report to the VP, PFR for MGB. You will collaborate with BWH and BWFH safety and risk leaders and the site ACMO, as well as other PFR leaders and Program Managers at MGB.
Benefits & Compensation
- Annual salary range: $97,510.40 - $141,804.00
Work Mode
This is a hybrid role based at 399 Revolution Drive.
Mass General Brigham Incorporated is an Equal Opportunity Employer.
