Site: Mass General Brigham Incorporated

 

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

The Senior Manager Patient and Family Relations (PFR) for BWH/BWF is responsible for:

· Day to day oversight, coordination, and implementation of the daily operations of PFR at BWH and BWF, including:

o The response to family grievances, patient complaints, and service recovery as appropriate

o Ensuring grievances and complaints are handled according to enterprise standards

o 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. The position will also collaborate with the BWH and BWF safety and risk leaders to coordinate between PFR, safety, and risk. They will collaborate as needed for the management of complaints/concerns. The position will also collaborate with the site ACMO BWH and BWF as needed for escalation. This person may also facilitate the creation of MGB wide PFR policies and processes as assigned by the VP for PFR for MGB. They will also collaborate with other PFR leaders at MGB, and support MGB wide PFR activities as necessary. They may provide input into MGB PFR strategies, or PFAC strategies as well. They will also collaborate with other PFR leaders and Program Managers at MGB, and support MGB wide
PFR activities as necessary. They will also support the VP of PFR in strategic priorities for the PFR teams across MGB.

Essential Functions
1. 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.

2. Ensure the team is following processes that are consistent with enterprise policies and processes. This includes tracking complaints/grievances for BWH and BWFH according to enterprise standards

3. Lead Patient and Family Relations Councils at BWH and BWF

4. Leading the day to day management PFR activities for the BWH/BWF PFR team

5. Ensuring the team supports clinical teams as needed, , as needed, with patient and family communication and relationships. This includes supporting the creation of care plans as necessary with patients.

6. Ensuring the team manages the complaints and grievances process at BWH/BWFH to ensure that the review, resolution, and response back to patients and families is consistent across MGB, including service recovery as appropriate.

 

Qualifications

Education

Bachelor's Degree Related Field of Study required or Bachelor's Degree Patient Safety Leadership required and Master's Degree Nursing preferred

Experience

Safety, Risk Management, and patient family relations. 3-5 years required and Leading process improvement and initiatives and managing teams. 3-5 years required

Knowledge, Skills and Abilities

Support the build out of safety/risk/PFR infrastructure, ensuring standardization in training, processes, and safety responses that are in line with MGB.Ability to successfully negotiate and collaborate with others of different skill sets, backgrounds and levels within and external to the organizationManager a team of people to manage all PFR activities at BWH/BWFHUnderstands data and reporting principlesStrong interpersonal skillsExecutes the MGB safety plans including those around event analysis, safety event reporting/management/mitigation.Implement the standardized risk management strategy, policies, and procedures, ensuring that risk management activities both align to and augment our approach to patient safety.Implement the system-wide safety event reporting system.Support as needed for system wide safety events such as recalls, shortages, and other events that impact safety.Understand data provided by the system team and use knowledge of local practices to identify areas of opportunity for improvement of patient safety as well as communicate to the system areas that are at risk.

 

Additional Job Details (if applicable)

 

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

 

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 package. In 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.

 

EEO Statement:

Mass General Brigham Incorporated 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 Veteran’s 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 (857)-282-7642.

 

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.