Patient Family Relations Representative

Site: The Brigham and Women's Hospital, Inc.

Mass General Brigham relies on a wide range of professionals, including doctors, nurses, business people, tech experts, researchers, and systems analysts to advance our mission. As a not-for-profit, we support patient care, research, teaching, and community service, striving to provide exceptional care. We believe that high-performing teams drive groundbreaking medical discoveries and invite all applicants to join us and experience what it means to be part of Mass General Brigham.

Job Summary

General Summary/ Overview:

The Patient Family Relations Representative is responsible for being the first impression and "front door" of the office, which includes answering a high volume of incoming calls, opening cases in the PFR database, triaging them to PFR specialists, while welcoming patients and family members to the office. The representative responds to requests in a compassionate and supportive manner. This role reports to the senior manager, Patient and Family Relations.

Because this role in an active change management environment, the representative will need to demonstrate flexibility and open mindedness as the contours of this position will actively evolve over time.

Principal Duties and Responsibilities:

Responsible for phone coverage of Patient & Family Relations (PFR), addressing calls from patients, families, and employees, primarily to address needs, concerns, or complaints. Assists a wide range of customers with varying needs and concerns. Triages calls to appropriate PFR staff and assures PFR team members are immediately contacted for urgent patient and family needs.

Greets patients who visit the PFR office and directs them to the appropriate resources, within the institution.  May assist patients and families with concierge services, including parking and hotel information, interpreter and disability services, chaplaincy, patient education, etc. Interacts with other hospital services daily.

Completes intakes and enters and updates in PFR database including type of feedback, and assigns cases to appropriate PFR specialists/advocates.

Assists with management of compliments from patients and family, including sending commendation letters to staff and acknowledgement letters to patients.

Prepares formal correspondence and documentation, both patient-facing and internally, such as letters, and emails, professionally and 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 potential discrimination.

Other duties as assigned.

Qualifications

• Qualifications:

• 1-3 years of experience in customer service, healthcare, or other industry with relevant skills and competencies.

• Bachelor's degree preferred, but not required.

• A combination of education and experience may be substituted for requirements.

Skills/Abilities/Competencies:

• Excellent interpersonal service skills with demonstrated qualities of compassion, respect, calm demeanor, and strong emotional self-regulation via phone and in person, while assisting a wide range of customers with varying needs and concerns

• Ability to communicate (both verbally and in writing) clearly, compassionately, sensitively, with colleagues, patients, and their loved ones, in a complex clinical environment.

• Ability to navigate confusing conversations, identifying core issues, and clarifying with callers.

• Ability to handle confidential and sensitive information.

• Strong organizational and multitasking skills, prioritizing, and meeting deadlines.

• Flexible thinker with excellent teamwork and collaboration skills.

• Ability to comfortably accept and incorporate feedback in a nuanced and dynamic environment.

• Strong computer skills, proficient in Microsoft Suite, and ability to learn new programs and applications.

• Experience working with data and data tracking.

Supervisory Responsibilities

• No direct reports

Fiscal Responsibility

• No direct budgetary responsibility.

• Demonstrates fiscal responsibility by effectively using Mass General Brigham resources.

Working Conditions:

• The duties require daily use of computer, phone, printer, and fax.

• The employee is frequently required to sit; talk, hear, use hands to finger; handle; or feel; reach with hands and arms, and is occasionally required to stand and walk.

• The employee must frequently lift and/or move up to 5 pounds and occasionally lift and/or move up to 20 pounds. Specific vision abilities required by this job include close and distance vision, and depth perception.

• Possible local travel to Mass General Brigham sites.

Additional Job Details (if applicable)

Remote Type

Onsite

Work Location

75 Francis Street

Scheduled Weekly Hours

40

Employee Type

Regular

Work Shift

Day (United States of America)

Pay Range

$20.43 - $29.21/Hourly

Grade

4

At Mass General Brigham, we believe in recognizing and rewarding the unique value each team member brings to our organization. Our approach to determining base pay is comprehensive, and any offer extended will take into account your skills, relevant experience if applicable, education, certifications and other essential factors. The base pay information provided offers an estimate based on the minimum job qualifications; however, it does not encompass all elements contributing to your total compensation package. In addition to competitive base pay, we offer comprehensive benefits, career advancement opportunities, differentials, premiums and bonuses as applicable and recognition programs designed to celebrate your contributions and support your professional growth. We invite you to apply, and our Talent Acquisition team will provide an overview of your potential compensation and benefits package.

EEO Statement:

The Brigham and Women's Hospital, Inc. is an Equal Opportunity Employer. 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. To ensure reasonable accommodation for individuals protected by Section 503 of the Rehabilitation Act of 1973, the Vietnam Veteran's Readjustment Act of 1974, and Title I of the Americans with Disabilities Act of 1990, applicants who require accommodation in the job application process may contact Human Resources at (857)-282-7642.

Mass General Brigham Competency Framework

At Mass General Brigham, our competency framework defines what effective leadership "looks like" by specifying which behaviors are most critical for successful performance at each job level. The framework is comprised of ten competencies (half People-Focused, half Performance-Focused) and are defined by observable and measurable skills and behaviors that contribute to workplace effectiveness and career success. These competencies are used to evaluate performance, make hiring decisions, identify development needs, mobilize employees across our system, and establish a strong talent pipeline.