Mass General Brigham
Senior Manager, Patient Family Relations, Brigham and Women's Hospital and Brigh
Mass General Brigham, Somerville, Massachusetts, us, 02145
Overview
The Senior Manager, Patient and Family Relations (PFR) for Brigham and Women\'s Hospital (BWH) and Brigham and Women\'s Faulkner Hospital (BWFH) leads daily operations of PFR, oversees responses to family grievances and patient complaints, and ensures adherence to enterprise standards. The role collaborates with safety, risk, clinical teams, and PFACs to coordinate patient and family relations initiatives across Mass General Brigham (MGB).
Responsibilities
Day to day oversight, coordination, and implementation of the daily operations of PFR at BWH and BWF, including:
The response to family grievances, patient complaints, and service recovery as appropriate
Ensuring grievances and complaints are handled according to enterprise standards
Ensuring tracking of PFR work according to enterprise standards
Being the escalation point for any serious patient experience PFR related issues at BWH/BWF. When necessary, escalating to the VP for PFR for MGB.
Working with the team to respond to patient inquiries/complaints that may come into BWH/BWF leadership
Ensuring the BWH/BWF PFR team is consistently working the same way and following enterprise policies/processes that have been developed
Leading the facilitation of all Patient and Family Advisory Councils for BWH/BWFH and ensuring the PFR role is being supported.
This position reports to the VP, PFR for MGB and collaborates with BWH and BWF safety and risk leaders to coordinate PFR, safety, and risk; with the site ACMO BWH and BWF for escalation; and with other PFR leaders and Program Managers across MGB to support MGB-wide PFR activities and strategies as assigned.
Essential Functions
Leading the BWH and BWFH PFR teams to ensure that patient, family member, and care team concerns are addressed in an appropriate time frame and manner.
Ensuring the team follows enterprise policies and processes and tracks complaints/grievances for BWH and BWFH according to enterprise standards.
Leading Patient and Family Relations Councils at BWH and BWF.
Overseeing day-to-day PFR activities for the BWH/BWF PFR team.
Supporting clinical teams as needed with patient and family communication and relationships, including assisting in care plan development with patients as necessary.
Managing the complaints and grievances process at BWH/BWFH to ensure consistent review, resolution, and response to patients and families across MGB, including service recovery as appropriate.
Qualifications Education
Bachelor\'s Degree in a Related Field of Study required, or Bachelor\'s Degree in Patient Safety Leadership required; Master\'s Degree in Nursing preferred.
Experience
Safety, Risk Management, and Patient Family Relations: 3-5 years required; Leading process improvement initiatives and managing teams: 3-5 years required.
Knowledge, Skills And Abilities
Support the development of safety/risk/PFR infrastructure with standardized training, processes, and safety responses aligned with MGB.
Ability to negotiate and collaborate with individuals of diverse backgrounds and roles inside and outside the organization.
Manage a team to oversee all PFR activities at BWH/BWFH.
Understand data and reporting principles.
Strong interpersonal skills.
Implement and align with MGB safety plans, including event analysis and safety event reporting/management/mitigation.
Implement standardized risk management strategies, policies, and procedures to complement patient safety efforts.
Support system-wide safety events such as recalls and shortages as needed.
Analyze system data and identify opportunities to improve patient safety, communicating risks to system leadership as appropriate.
Additional Details
Remote Type: Hybrid
Work Location: 399 Revolution Drive
Scheduled Weekly Hours: 40
Employee Type: Regular
Work Shift: Day (United States of America)
Pay Range: $97,510.40 - $141,804.00 Annual
Grade: 8
Mass General Brigham 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, or other status protected by law. Reasonable accommodations are available for applicants with disabilities in the job application or interview process. For accommodation requests, contact Human Resources at (857) 282-7642.
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Responsibilities
Day to day oversight, coordination, and implementation of the daily operations of PFR at BWH and BWF, including:
The response to family grievances, patient complaints, and service recovery as appropriate
Ensuring grievances and complaints are handled according to enterprise standards
Ensuring tracking of PFR work according to enterprise standards
Being the escalation point for any serious patient experience PFR related issues at BWH/BWF. When necessary, escalating to the VP for PFR for MGB.
Working with the team to respond to patient inquiries/complaints that may come into BWH/BWF leadership
Ensuring the BWH/BWF PFR team is consistently working the same way and following enterprise policies/processes that have been developed
Leading the facilitation of all Patient and Family Advisory Councils for BWH/BWFH and ensuring the PFR role is being supported.
This position reports to the VP, PFR for MGB and collaborates with BWH and BWF safety and risk leaders to coordinate PFR, safety, and risk; with the site ACMO BWH and BWF for escalation; and with other PFR leaders and Program Managers across MGB to support MGB-wide PFR activities and strategies as assigned.
Essential Functions
Leading the BWH and BWFH PFR teams to ensure that patient, family member, and care team concerns are addressed in an appropriate time frame and manner.
Ensuring the team follows enterprise policies and processes and tracks complaints/grievances for BWH and BWFH according to enterprise standards.
Leading Patient and Family Relations Councils at BWH and BWF.
Overseeing day-to-day PFR activities for the BWH/BWF PFR team.
Supporting clinical teams as needed with patient and family communication and relationships, including assisting in care plan development with patients as necessary.
Managing the complaints and grievances process at BWH/BWFH to ensure consistent review, resolution, and response to patients and families across MGB, including service recovery as appropriate.
Qualifications Education
Bachelor\'s Degree in a Related Field of Study required, or Bachelor\'s Degree in Patient Safety Leadership required; Master\'s Degree in Nursing preferred.
Experience
Safety, Risk Management, and Patient Family Relations: 3-5 years required; Leading process improvement initiatives and managing teams: 3-5 years required.
Knowledge, Skills And Abilities
Support the development of safety/risk/PFR infrastructure with standardized training, processes, and safety responses aligned with MGB.
Ability to negotiate and collaborate with individuals of diverse backgrounds and roles inside and outside the organization.
Manage a team to oversee all PFR activities at BWH/BWFH.
Understand data and reporting principles.
Strong interpersonal skills.
Implement and align with MGB safety plans, including event analysis and safety event reporting/management/mitigation.
Implement standardized risk management strategies, policies, and procedures to complement patient safety efforts.
Support system-wide safety events such as recalls and shortages as needed.
Analyze system data and identify opportunities to improve patient safety, communicating risks to system leadership as appropriate.
Additional Details
Remote Type: Hybrid
Work Location: 399 Revolution Drive
Scheduled Weekly Hours: 40
Employee Type: Regular
Work Shift: Day (United States of America)
Pay Range: $97,510.40 - $141,804.00 Annual
Grade: 8
Mass General Brigham 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, or other status protected by law. Reasonable accommodations are available for applicants with disabilities in the job application or interview process. For accommodation requests, contact Human Resources at (857) 282-7642.
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