Patient and Family Relations Specialist, Mass General Brigham Medical Group, Hybrid

About Us

Mass General Brigham Medical Group (MGBMG) represents the merger of separate community medical groups within the Mass General Brigham system into one harmonized and high-performing organization:

• Brigham and Women's Harbor Medical Associates
• Cooley Dickinson Medical Group
• Mass General Brigham Community Physicians
• Mass General Brigham Integrated Care
• Mass General Brigham Urgent Care
• Newton Wellesley Medical Group
• North Shore Physicians Group
• Pentucket Medical Associates
• Wentworth Douglass Health Partners

This work stems from Mass General Brigham's unified system strategy to bring high quality health care closer to patients while lowering total health care costs. MGBMG provides a wide range of offerings, including primary care, behavioral and mental health, specialty care, outpatient surgery, endoscopy, imaging, lab services, infusion, and urgent care both digitally and in person in Massachusetts and New Hampshire.

The Opportunity:

Are you driven by a passion for patient advocacy and excellence in healthcare? In this pivotal role, you will be the compassionate bridge between patients, their families, and our dedicated healthcare staff, helping to ensure every voice is heard and every concern is addressed.

About the Role: As the PFR Specialist, you will support the Sr. Manager of Patient Safety, Risk, and PFR in overseeing hospital-wide patient safety and risk initiatives. Your responsibilities will include managing incoming calls, visits, and correspondence from patients and their loved ones. You'll be instrumental in fostering a patient-centered environment that prioritizes service excellence and respects patient rights.

Main duties to include:

• Facilitate investigations and respond to patient concerns, ensuring effective communication between patients, families, and providers
• Collaborate with staff and management to find timely solutions and improve patient satisfaction
• Provide consultation on patient disclosure with the Risk Management team
• Prepare formal correspondence and reports, ensuring accuracy and efficiency
• Be a resource and real-time support for frontline staff, contributing to the overall patient experience

Qualifications

Who We're Looking For

• Education: A Bachelor's degree in social work, psychology, human services, or a related field is preferred.
• Experience: 1-3 years in a healthcare setting, with experience in community outreach and working with diverse populations preferred.
• Skills: Strong communication skills, proficiency with MS Office, and comfort in a fast-paced, large healthcare organization.

When hiring, we look for candidates who not only meet the qualifications, but also possess positive attitudes, innovative spirits, and genuine passion for the work. A combination of skills, competencies, education, and experience may be substituted for our minimum requirements.

What We Offer

• Professional Development: Opportunities for growth within a prestigious healthcare system
• Work-Life Balance: Flexible hybrid working model with the support and technology needed for remote work
• Purposeful Work: The chance to directly influence and improve patient experiences

Special Requirements:

• Must be available to assist during regulatory agency reviews and in the event of a hospital-declared emergency.
• This position is primarily remote, but team members will also be expected to go onsite (Assembly Row Corporate Headquarters and System Hospital Sites) as needed.

EEO Statement

Mass General Brigham is an Equal Opportunity Employer. By embracing diverse skills, perspectives, and ideas, we choose to lead. 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.