Patient/Family Relations Manager

The PFR Manager at Brigham and Women's Faulkner Hospitalwill directly report to the Senior Manager PFR BWH/BWFH. The PFR Manager will help to oversee PFR staff and assist with the execution of PFR at BWFH. The PFR Manager must have a passion and expertise for making a difference in patients' lives and be able to clearly see the patient viewpoint. A successful candidate will thrive in a fast-paced environment; work effectively with cross-functional teams, both within the department and within inpatient and outpatient settings; and, have significant patient communications and service recovery experience.

Because this role in an active change management environment, this specialist will need to demonstrate flexibility and open mindedness as the contours of this position will actively evolve over time. This role is majority on site with the possibility of hybrid in the future.

Complaints, Grievances & Compliments

• Support the build out of BWFH PFR infrastructure, ensuring standardization in training, processes, and responses that are in line with MGB.
• Under the direction of the Sr. Manager of PFR, implement the system-wide feedback event reporting system at BWFH including conversion from legacy, siloed systems.
• Supports Sr. Manager of PFR for BWFH in executing MGB PFR strategy and management of PFR for BWFH. This includes ensuring that PFR processes and tracking at BWFH are in line with MGB processes and policies.
• Oversee a team of local PFR employees. Responds to requests for intervention to assist in managing difficult patient/family situations. Collaborates with clinical and administrative leadership, frontline staff or other hospital services to provide support and/or improvement strategies to reach effective resolution.
• Provides training/education and empowers frontline staff and local leadership to manage patient feedback.
• Provides back up telephone and written coverage, in person support of Patient and Family Relations for patient and loved one needs, concerns, or complaints at BWFH.
• Carries and manages their own PFR caseload.
• Performs other duties as required and assigned.

Committee Support/Other:

• Manages the Patient Family Advisory Council including recruitment, on-boarding and orientation of new members, regulatory reporting and promotes/facilitates the inclusion in hospital work including but not limited to improvement initiatives, committees and consultations.
• Participate on committees/projects to represent Patient and Family Relations department.

Brigham and Women's Faulkner 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 identity, 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.

Brigham and Women's Faulkner Hospital is a 171- bed non-profit, community teaching hospital located in Jamaica Plain directly across the street from the Arnold Arboretum. Founded in 1900, Brigham and Women's Faulkner Hospital offers comprehensive care in a wide variety of specialties. Brigham and Women's Faulkner Hospital is a designated Magnet hospital by the American Nurses Credentialing Center, a recognition that fewer than nine percent of all US hospitals receive.

At Brigham and Women's Faulkner Hospital, we believe that everyone should have the chance to live a healthy life. From creating breakthroughs that have paved the way for treatments around the globe to training the next generation of providers, our patients, and those we may never meet, are at the center of everything we do. If you're looking for more than a career, join Brigham and Women's Faulkner Hospital. Our patients call it better care. Our employees call it home.

Qualifications

• Bachelor's Degree required. HealthCare Administration, Business, clinical, or a healthcare-related field preferred. Master's degree preferred.
• 5 plus years of experience in patient and customer service or hospitality experience.
• Minimum of 3 years of conflict resolution and service recovery, as well as training/coaching experience with a focus on results.
• Demonstrated experience working with nurses, PCAs, and providers.
• Success with assessment and feedback loop on communication and patient/customer service experience.
• Strong project management skills required.
• Excellent organizational skills necessary to prioritize and address multiple priorities.
• Must demonstrate excellent problem-solving skills and attention to detail.
• Must possess the ability to effectively, with empathy, interact with a wide range of personality types, ages, and diverse cultural and religious backgrounds in a rapidly changing and growing environment.
• Must be available to work in the case of a Hospital declared emergency.
• Must be available to assist during regulatory agency reviews.
• Ability to communicate (both verbally and in writing) clearly, compassionately, sensitively and in a health literate way with patients and their loved ones in a complex clinical environment.
• Excellent negotiation skills in a diverse and multicultural environment.
• High level of sensitivity to confidential information.
• Excellent teamwork and collaboration skills.
• Experience working with data and data tracking.
• Experience in managing multiple tasks and functions at the same time.

EEO Statement

Brigham and Women's Faulkner Hospital is an Affirmative Action 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.