Job Summary: The Patient Family Relations Specialist is responsible for all incoming calls, emails, visits and correspondence to serve as a liaison between patients, loved ones, and staff in acknowledging and responding to feedback (complaints, grievances, compliments) and other requests in a compassionate and supportive manner. The focus of this position is to support patient's rights, patient/family needs, and assisting in resolving feedback concerns and in highlighting feedback compliments. This role embodies the institution's commitment to a strong patient and family centered culture and service excellence. This role will report to the MGH/MEE Sr. Manager, Patient and Family Relations.
Primary Responsibilities:
- Provides telephone coverage and in person support of Patient and Family Relations for the needs of patients and loved ones, concerns, or complaints at Mass Eye and Ear, and at Mass General, as required.
- With guidance from the MGH/MEE Sr. Manager, Patient and Family Relations, conducts a timely investigation and response to patient concerns, complaints, grievances, including interviewing staff and reviewing medical records. Facilitates effective communication between patients, families, and staff to enhance patient/family-centered care and ensure common goals.
- Mediates and mitigates expectations to promote satisfaction, ensure quality and safety, and minimize the risk of adversarial outcomes.
- Provides assistance to patients and families regarding patient rights and responsibilities, responds to patient complaints or concerns in accordance with DPH, CMS and The Joint Commission regulatory standards for patient complaints and grievances.
- Documents information regarding patient and/or staff concerns and requests in confidential department database and disseminates data to appropriate leadership staff for quality assurance purposes.
- Utilizes data management system to meet regulatory requirements for CMS, DPH and The Joint Commission for grievance/complaint management and resolution process.
- Conducts rounds with patients and loved ones to obtain preemptive feedback regarding the inpatient hospital experience (when appropriate and aligned with hospital safety policies).
- Prepares formal correspondence and documentation (both patient facing and internally) such as letters, messages, and reports, with efficiency and accuracy.
- Diversity, Equity, and Inclusion (DEI) - Demonstrate a commitment to supporting MGB DEI initiatives, using the organizational tools and training provided to help identify and dismantle systemic racism within departmental processes, and all other forms of possible discrimination.
- Performs these activities primarily for Mass Eye and Ear, with additional support to the Mass General Patient and Family Relations team, as required.
- Other duties as assigned.