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Form of workAbout Us: Mass Eye and Ear, founded in 1824, is an international center for treatment and research and a teaching hospital of Harvard Medical School. Specializing in ophthalmology (eye care) and otolaryngology-head and neck surgery (ear, nose and throat care), Mass Eye and Ear clinicians provide care ranging from the routine to the very complex.
Our Opportunity: Join a dynamic team helping patients and families throughout their care process. As a Patient Family Relations Specialist you will act as a supportive liaison between the patients, families and our organization. The main goal for our specialists are to bridge any gaps in service, questions or concerns in a caring and timely manner.
Location: 243 Charles Street Boston, MA 02114
Schedule: Full-Time, Monday through Friday Days, 40 hours a week, 4 days on-site, 1 day remote
Primary Responsibilities:
- 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. Negotiate and mitigate expectations to promote satisfaction, ensure quality and safety and minimize the risk of adversarial outcomes.
Responds to requests for intervention to assist in managing difficult patient/family situations. Collaborates with clinical service area management and administrative leadership, frontline staff or other hospital services to provide real-time support and/or improvement strategies to reach effective resolution. Accessible by phone during PFR's hours of operations.
Drafts formal responses on behalf of senior clinical and administrative leadership (including the CEO, COO, CMO and CNO) in writing to patients and families to compassionately relay regret for their perceived poor experience and inform them of how their feedback is being utilized to implement beneficial practice changes. Meet regulatory compliance requirements for CMS 42 CFR 482.13 for investigating and responding to most informal grievances in 7 days.
Develops appropriate resolutions with Risk Management staff to effectively manage patient incidents and prevent adversarial outcomes.
Connects patients and families with appropriate hospital services and resources (i.e. social work, interpreter services, chaplaincy, financial etc.).
Educates and markets Patient/Family Relations services to leadership and frontline staff, including patient consultation and intervention, compliment/complaint facilitation, written responses, amenity services, staff training and patient satisfaction and project improvement support.
Education: Bachelor's degree required.
Experience: At least 3 years of experience in a healthcare setting, or other industry with relevant skills and competencies.
A combination of education and experience may be substituted for requirements.
