Patient and Family Relations Specialist

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

Qualifications:

• Bachelor’s degree in social work, psychology, human services or related field preferred.

• 1-3 years experience working with patients/consumers in a healthcare setting required

• 3 years experience in community outreach/engagement working with diverse populations preferred

• Familiarity with healthcare regulatory requirements for patient complaints and grievances

• Strong written and verbal communication skills, with the ability to navigate sensitive conversations and diverse populations

• Willingness and ability to travel between facilities as needed

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

• Computer and Internet skills and experience required: familiarity and comfort with MS Office products is essential for success in this position (Word, Excel, PowerPoint, and Access)

Additional Job Details (if applicable)

Skills/Abilities/Competencies:

• 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.

• Ability to continuously respect and value diversity

• Excellent customer service skills to patients, loved ones, and staff via phone or in person and able to provide immediate assistance to a wide range of customers with varying needs and concerns.

• Excellent interpersonal skills with individuals in crisis.

• Excellent negotiation skills in a diverse and multicultural environment.

• High level of sensitivity to confidential information.

• Exhibits excellent organizational skills.

• Excellent teamwork and collaboration skills.

• Experience in managing multiple tasks and functions at the same time.

Working Conditions:

• Office setting

• Frequent, daily use of computer, telephone, fax machine

• Occasional early or late meetings to accommodate clinicians’ schedules

• Highly confidential data and medical records materials require extreme discretion

Special Requirements:

• Must be available to work in the case of a hospital-declared emergency.

• Must be available to assist during regulatory agency reviews.

• Willingness and ability to travel between facilities as needed

Pay Range

Grade

Mass General Brigham Competency Framework