Job Description - Patient Family Relations Specialist (3305136)
The mission of the Center for Patients and Families is to serve as a liaison between patients, families, and the organization in acknowledging and responding to concerns and requests in a compassionate supportive manner. The Patient Family Specialist is integral to accomplishing this mission and is responsible for the curriculum and training of the Patient and Family Centered Care values throughout the hospital.
Schedule: Hybrid
The individual can expect to work onsite for a probationary period before moving to a hybrid work schedule (2-3 days in office).
Benefits:
- Full benefits: Medical, Dental, Vision, 403b retirement and match, Pension, STD, LTD
- PTO – 30 days per year
What does a day look like in this role?
- Manages a timely investigation and response to all patient concerns/complaints/grievances for clinical service areas including interviewing staff and reviewing medical records. Facilitates effective communication between patients, families, and providers to enhance patient/family-centered care and ensure common goals.
- Provide consultation for professional staff and hospital regarding disclosure in collaboration with Risk Management.
- Responds to requests for intervention to assist in managing difficult patient/family situations.
- Documents information regarding patient and/or staff concerns and requests in department database and disseminates data to appropriate leadership staff for quality assurance purposes.
- Drafts formal responses on behalf of senior clinical and administrative leadership to patients and families.
- Conducts rounds with patients/families in assigned clinical areas to obtain preemptive feedback regarding the inpatient hospital experience.
- Proactively monitors trends in patient/family concerns/complaints.
- Assists with the development and implementation of service improvement initiatives.
- Develops appropriate resolutions with Risk Management staff to effectively manage patient incidents.
- Provides training/education in clinical service areas and throughout the institution.
- Educates and markets the Center for Patients and Families services to leadership and frontline staff.
- Provides coverage for other service lines as needed.
- Maintains department service standards.
- All other duties as assigned.
What we need from you:
- Bachelor’s degree required.
- 5 years of experience in customer service development, training, and implementation.
Interactions/Interpersonal Skills:
- Requires ability to advocate for patients and families in a complex clinical environment.
- Requires excellent interpersonal skills with individuals in crisis.
- Requires skills in working with teams to achieve goals.
- Requires excellent negotiation skills in a diverse and multicultural environment.
- Requires high level of sensitivity to confidential information.
- Requires excellent verbal, written and presentation skills.
- Requires superior organizational skills.
- Requires experience working with data and databases.
BWH 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.
Primary Location
75 Francis St
Job
Professional/Managerial
Organization
Brigham & Women's Hospital (BWH)
Schedule
Full-time
Standard Hours 40
Shift
Day Job
Employee Status
Regular
Recruiting Department BWH Department of Quality and Safety
#J-18808-Ljbffr
