Patient Service Representative, Patient Family Relations

Site: The Brigham and Women's Hospital, Inc.

 

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 mission of the Center for Patients and Families is to serve as a liaison between patients, families, and the organization in acknowledging and responding to concerns and requests in a compassionate, supportive manner. The Patient Service Representative is an integral part of the Center for Patients as they greet and assist patients and families with their needs.  

 

Qualifications

• High school diploma or GED required.
• Excellent customer service skills for patients, families, and staff.
• Excellent telephone and person-to-person skills and ability to provide immediate assistance to a wide range of customers with varying needs and concerns.
• Excellent interpersonal and coping skills with individuals in crisis.
• Excellent teamwork and collaboration skills. 
• Database development and management skills.
• Experience in managing multiple tasks and functions at the same time.

 

Additional Job Details (if applicable)

• Participates in the department. Responsible for centralized telephone coverage of the Patient/Family Relations Department and the Bretholtz Center for Patients and Families, primarily calls for patient/family service needs and concerns, or complaints. Triages calls to the appropriate Department and Center staff.  Ensures Patient/Family Representatives are immediately contacted for urgent patient/family needs.
• Greets patients who visit the Bretholtz Center and directs them to the appropriate resources within the Center or the institution.  Assists patients and families with concierge services, including hotel accommodations, parking information, use of business center services, etc.  As needed, provide coverage for Health Education Library and Family Liaison Services.
• Assists patients, families, staff representatives, and other departments in the appropriate coordination of requested hospital support services and activities.  Interacts with other hospital services (interpreters, chaplaincy, etc.) daily. 
• Assists with the management of the department’s database.  Enters and updates data regarding incoming cases and assigns cases to the appropriate Patient Representative as necessary.
• Responsible for daily coordination of office administrative and personnel support activities (i.e., supply ordering, check requests, filing, computer/telephone repairs, etc.). 
• Assists with the management of lost belongings and coordinates the return of found items.
• Assists with management of patient/family compliments, to include sending commendation letters to staff and acknowledgement letters to patients.
• Shares responsibility for the coverage of all Center telephones and support functions during operational hours. (i.e., coverage of breaks, lunch, vacation, etc.).
• Log types of calls/service requests to determine Center utilization and required services.
• Maintains department service standards, with particular attention to personal and behavioral standards, staff teamwork, and patient-staff interactions guidelines.
• Provides notarial acts/services for patients and families upon request.
• All other duties as assigned.

 

Remote Type

Onsite

 

Work Location

75 Francis Street

 

Scheduled Weekly Hours

40

 

Employee Type

Regular

 

Work Shift

Day (United States of America)

 

EEO Statement:

The Brigham and Women's Hospital, Inc. 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 func