Patient Family Relations Manager, Community Division

At Mass General Brigham, we know it takes a surprising range of talented professionals to advance our mission-from doctors, nurses, business people and tech experts, to dedicated researchers and systems analysts. As a not-for-profit organization, 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 a diverse set of backgrounds and lived experiences makes us stronger by challenging our assumptions with new perspectives that can drive revolutionary discoveries in medical innovations in research and patient care. Therefore, we invite and welcome applicants from traditionally underrepresented groups in healthcare – people of color, people with disabilities, LGBTQ community, and/or gender expansive, first and second-generation immigrants, veterans, and people from different socioeconomic backgrounds – to apply.

Job Summary

The Patient Family Relations (PFR) Manager, Community Division is responsible for:
• Day to day oversight, coordination, and implementation of the daily operations of PFR in the community (including NWH, Salem, WDH, CDH, MGB MG, MVH, NCH ) including:

o Responding to family grievances, patient complaints, and service recovery as appropriate
o Ensuring grievances, complaints, and NRC service alerts are handled accordingly to enterprise standards
o Ensuring tracking of PFR work accordingly to enterprise standards

• Being the escalation point for any serious patient experience PFR related issues at the community hospitals/sites. When necessary, escalated to the VP for PFR for MGB.

• Ensuring appropriate response to patient inquiries/complaints that may come into community hospitals/site leadership

• Ensuring the community PFR teams is consistency working the same way and following enterprise policies/processes that have been developed

• Leading the facilitation of all Patient and Family Advisory Councils for community hospitals/sites.

This position reports to the VP for PFR for MGB. They will manage a team of 15 to 20 total that will support the above activities. The position will also collaborate with the community hospital/site safety and risk leaders to coordinate between PFR, safety, and risk. They will collaborate as needed for the management of complaints/concerns. The position will also collaborate with the site leadership (CMO, ACMO, CNO, and department leadership) as needed for escalation. This person may also provide input for MGB wide PFR policies and processes. They may provide input into MGB PFR strategies, or PFAC strategies as well. They will also collaborate with other PFR leaders at MGB, and support MGB wide PFR activities as necessary. They will also support the VP for PFR in strategic priorities for the PFR teams across MGB.

Key Roles and Responsibilities

1. Leading the community PFR teams to ensure that patient, family member, and care team concerns are addressed in an appropriate time frame and manner.
2. Ensure the team is following processes community hospitals/sites that are consistent with enterprise policies and processes. This includes tracking complaints/grievances for according to enterprise standards
3. Lead Patient and Family Relations Councils at community hospitals/sites
4. Leading the day to day management PFR activities for the community PFR teams
5. Ensuring the team supports clinical teams as needed, with patient and family communication and relationships. This includes supporting the creation of care plans as necessary with patients.
6. Ensuring the team manages the complaints and grievances process at to ensure that the review, resolution, and response back to patients and families is consistent across MGB, including service recovery as appropriate.

Qualifications

• Bachelor’s Degree or equivalent experience, Master’s Degree preferred
• Five to Seven years prior management and direct experience related to patient family relations required
• Five to Seven years of experience related to patient communications and handling difficult situations with patients and families required
• Five years of experience tracking and reporting required
• Five years of experience in risk, safety and quality preferred

Knowledge, Skills and Abilities

• Ability to successfully negotiate and collaborate with others of different skill sets, background and levels within and external to the organization
• Manage a team of people to manage all Patient Family Relations activities
• Understands data and reporting principles
• Strong interpersonal skills

Additional Job Details (if applicable)

Remote Type

Hybrid

Work Location

399 Revolution Drive

Scheduled Weekly Hours

40

Employee Type

Regular

Work Shift

Day (United States of America)

EEO Statement:

Mass General Brigham Incorporated 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.

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.

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