Patient Family Relations Specialist

Wentworth-Douglass Hospital, an affiliate of Mass General Brigham, is committed to supporting patient care, research, teaching, and service to the community. We place great value on being a diverse, equitable and inclusive organization as we aim to reflect the diversity of the patients we serve. At Mass General Brigham, we believe in equal access to quality care, employment and advancement opportunities encompassing the full spectrum of human diversity: race, gender, sexual orientation, ability, religion, ethnicity, national origin and all the other forms of human presence and expression that make us better able to provide innovative and cutting-edge healthcare and research.

The Patient/Family Relations Specialist works under the direction of the Senior Manager of Patient Safety, Risk Management, and Patient Family Relations and is responsible for overseeing all patient/family relations efforts. The role works with patients, families, and Wentworth-Douglass staff and leadership in acknowledging and responding to patient/family concerns and complaints in a compassionate, supportive, and timely manner. The role fosters teamwork and partnerships between hospital staff, physician and department leaders, Safety, Risk, and Compliance to ensure responses are patient/family centric. The patient/family relations specialist role requires strong interpersonal skills, highly effective communication skills, superior organizational skills, and ability to work effectively in a complex environment.

1. Demonstrates competence in the performance of duties and responsibilities related to representing the patient.
   needs through advocacy
   a. Meets with staff, patients & family to assess needs and anticipate issues
   b. Investigates issues with departments to determine cause and solution
   c. Develops action plans in consultation with Director of Service Excellence
   2. Demonstrates competence in the performance of duties related to patient complaint documentation and follow-up
   a. Utilizes Feedback Monitor Pro software to enter patient complaint data
   b. Communicates effectively with patients and families through written and verbal methods.
   c. Creates reports and communicates with departments concerning patient complaint data.
   d. Utilizes Feedback Monitor Pro to document and manage patient complaints.
   3. Demonstrates competence in the performance of duties related to customer service and interpersonal interactions.
   a. Serves as a role model for positive customer service behaviors dealing with patients, families and staff.
   b. Employs strategies to effectively communicate in high stress and complex situations, i.e., Crucial
   Conversation skills.
   c. Participates in presentation for new employee orientation and as requested
   4. Demonstrates competence in the performance of duties related to leading the Patient Family Advisory Council
   a. Coordinates the meeting schedule, agenda, minutes
   5. Demonstrates competence in the performance of duties related to the patient experience
   a. Serves as a resource for staff in use of patient satisfaction data analysis and action planning
   b. Supports initiatives to improve the patient care experience within the health system

• Experience Minimum Required

• Experience working in a healthcare environment

• Familiarity with healthcare/hospital and /or non-profit organizations/agencies.

• Three to five years' experience with people, both one-on-one and in groups.

• Experience problem solving in highly complex situations

Education Minimum Required

• Bachelor's Degree

• Education Preferred/Desired

• RN, BS Degree or equivalent

• Master's Degree

• Social Work Background

• Special Skills Minimum Required

• Ability to communicate in both written and verbal format; ability to give and receive information over the telephone; ability to use effective judgment and decisions based on objective criteria; ability to operate a computer; ability to problem solve.

• Ability to display compassion and patience.

• Ability to provide good internal and external customer service.

Wentworth-Douglass Hospital, an affiliate of Mass General Brigham, is committed to supporting patient care, research, teaching, and service to the community. We place great value on being a diverse, equitable and inclusive organization as we aim to reflect the diversity of the patients we serve. At Mass General Brigham, we believe in equal access to quality care, employment and advancement opportunities encompassing the full spectrum of human diversity: race, gender, sexual orientation, ability, religion, ethnicity, national origin and all the other forms of human presence and expression that make us better able to provide innovative and cutting-edge healthcare and research.