Patient Family Relations Representative
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Job Location:
Boston, NH - USA
Hourly Salary:
$ 20 - 29
Posted on:
2 days ago
Vacancies:
1 Vacancy
Job Summary
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
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 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.
Principal Duties and Responsibilities:
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 assures 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 PFR database including type of feedback and assigns cases to appropriate PFR specialists/advocates.
Assists with management of compliments from patients and family including sending commendation letters to staff and acknowledgement letters to patients.
Prepares formal correspondence and documentation both patient-facing and internally such as letters and emails professionally and with efficiency and accuracy.
Diversity Equity and Inclusion (DEI) 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.
Qualifications
Qualifications:
1-3 years of experience in customer service healthcare or other industry with relevant skills and competencies.
Bachelors degree preferred but not .
A combination of education and experience may be substituted for requirements.
Skills/Abilities/Competencies:
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 identifying core issues and clarifying 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.
Supervisory Responsibilities
No direct reports
Fiscal Responsibility
No direct budgetary responsibility.
Demonstrates fiscal responsibility by effectively using Mass General Brigham resources.
Working Conditions:
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 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.
Additional Job Details (if applicable)
Remote Type
Work Location
Scheduled Weekly Hours
Employee Type
Work Shift
Pay Range
$20.43 - $29.21/HourlyGrade
4EEO Statement:
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.
Required Experience:
Unclear Seniority
Key Skills
- Data Entry
- Deputy
- Drafting
- Hibernate
- Administration Support
- Activex
About Company
Patients at Mass General have access to a vast network of physicians, nearly all of whom are Harvard Medical School faculty and many of whom are leaders within their fields.
