Patient Family Relations Representative

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 is 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.

• 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 ensures 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 the PFR database, including type of feedback, and assigns cases to appropriate PFR specialists/advocates.
• Assists with management of compliments from patients and families, including sending commendation letters to staff and acknowledgement letters to patients.
• Prepares formal correspondence and documentation, both patient‑facing and internal, such as letters and emails, professionally and with efficiency and accuracy.

DEI Commitment
:
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.

• 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.

• 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, identify core issues, and clarify 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.

No direct reports.

• No direct budgetary responsibility.
• Demonstrates fiscal responsibility by effectively using Mass General Brigham resources.

• 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.

The Brigham and Women's Hospital, Inc. 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.