Patient Family Relations Specialist, Float

Site: The General Hospital Corporation

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Job Summary

General Summary/Overview Statement

The PFR Float Specialist MGB will report into the Senior Manager PFR MGH MEE. The Patient and
Family Relations Float Specialist plays a vital role in supporting the patient experience across multiple
hospitals and care settings within our health system specifically the AMCs and Specialty hospitals. This
position serves as a flexible resource providing expert coverage during absences peak volumes and
special projects including CARe. The Float Specialist works closely with clinical teams leadership and
service departments to address patient and family concerns facilitate effective communication and
support resolution processes in alignment with institutional values and regulatory standards.
This role requires a high degree of adaptability emotional intelligence and professionalism as the Float
Specialist will be embedded in various environmentseach with its own culture workflows and
population needs. The ideal candidate thrives in dynamic settings demonstrates strong critical thinking
and maintains a consistent compassionate presence for patients and families during challenging
moments. Because this role is in an active change management environment this specialist will need to
demonstrate flexibility and open mindedness as the contours of this position will actively evolve over
time.
Principal Duties and Responsibilities
Provide interim or surge support for Patient and Family Relations services across assigned
hospitals and departments
Respond to patient and family concerns complaints and grievances with empathy timeliness
and adherence to regulatory requirements (e.g. CMS DPH Joint Commission)
Collaborate with interdisciplinary teams to investigate concerns and ensure appropriate follow up
and communication
Support complaint documentation and grievance workflows in accordance with institutional
policies
Promote a culture of patient-centered care by educating staff on communication best practices
and de-escalation strategies
Participate in systemwide efforts to standardize PFR practices and improve processes
Serves as the primary administrative resource for the CARe (Communication Apology and
Resolution) program for assigned hospitals facilitating efficient operations and supporting case
coordination efforts.
Performs other duties as required and assigned.

Qualifications
Bachelors 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)

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

*locations include MGH McLean and Brigham

Onsite

15 Parkman Street

40

Regular

Day (United States of America)

Pay Range

$56992.00 - $82992.00/Annual

Grade

6

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 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.

The General Hospital Corporation 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 Veterans 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 .

Mass General Brigham Competency Framework