Jobs and Careers
MA
Patient Family Relations Specialist
Mass General BrighamUnited Statesfull_timeVerifiedPosted 13 Mar 2026
💰 $84,656/yr($58,136/yr – $84,656/yr)
About the role
Site: The Brigham and Women's Hospital, Inc.
The Patient Family Relations Specialist is responsible for emails, visits and correspondence to serve as a liaison between patients, loved ones, and staff in acknowledging and responding to feedback (complaints, grievances, compliments) and other requests in a compassionate and supportive manner. The focus of this position is to support patient rights, patient and family needs, and to assist in resolving feedback concerns and highlighting feedback compliments. This role embodies the institution’s commitment to a strong patient and family centered culture and service excellence. The PFR specialist reports to the Senior Manager, Patient and Family Relations.
Because this role in an active change management environment, the senior specialist will need to demonstrate maturity, flexibility, and open mindedness as the contours of this position will actively evolve over time.
Principal Duties and Responsibilities:
Provides in person support of Patient and Family Relations for the needs of patients and loved ones, concerns, or complaints at AMC hospitals. Meets patients and families in the ED, inpatient units, and the PFR office.
With guidance from the Sr. Manager, Patient and Family Relations, conducts timely investigations and responses to patient concerns, complaints, grievances, including interviewing staff and reviewing medical records. Facilitates effective communication between patients, families, and staff to enhance patient/family-centered care and ensure common goals.
Mediates and mitigates expectations to promote satisfaction, ensure quality and safety, and minimize the risk of adversarial outcomes.
Supports patients and families in understanding patient rights and responsibilities, responds to patient complaints or concerns in accordance with DPH, CMS and The Joint Commission regulatory standards for patient complaints and grievances.
Participates in family meetings and Apology and Disclosure conversations as requested. Serves as a resource to care teams in managing challenging behaviors and patient dismissals.
Documents information regarding patient and/or staff concerns and requests in confidential department database and disseminates data to appropriate leadership staff for quality assurance purposes.
Uses department database to meet regulatory requirements for CMS, DPH and The Joint Commission for grievance/complaint management and resolution process.
Rounds with patients and loved ones to obtain preemptive feedback regarding the inpatient hospital experience (when appropriate and aligned with hospital safety policies).
Prepares formal correspondence and documentation (both patient-facing and internally) such as letters, messages, and reports, with efficiency and accuracy.
Identifies patterns of service breakdowns and escalates to senior manager to share with Patient Experience measurement and improvement team.
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 possible discrimination.
Other duties as assigned.
Qualifications: (Must be realistic, neither overstated nor understated, and related to the essential functions of the job.)
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/ OverviewThe Patient Family Relations Specialist is responsible for emails, visits and correspondence to serve as a liaison between patients, loved ones, and staff in acknowledging and responding to feedback (complaints, grievances, compliments) and other requests in a compassionate and supportive manner. The focus of this position is to support patient rights, patient and family needs, and to assist in resolving feedback concerns and highlighting feedback compliments. This role embodies the institution’s commitment to a strong patient and family centered culture and service excellence. The PFR specialist reports to the Senior Manager, Patient and Family Relations.
Because this role in an active change management environment, the senior specialist will need to demonstrate maturity, flexibility, and open mindedness as the contours of this position will actively evolve over time.
Principal Duties and Responsibilities:
Provides in person support of Patient and Family Relations for the needs of patients and loved ones, concerns, or complaints at AMC hospitals. Meets patients and families in the ED, inpatient units, and the PFR office.
With guidance from the Sr. Manager, Patient and Family Relations, conducts timely investigations and responses to patient concerns, complaints, grievances, including interviewing staff and reviewing medical records. Facilitates effective communication between patients, families, and staff to enhance patient/family-centered care and ensure common goals.
Mediates and mitigates expectations to promote satisfaction, ensure quality and safety, and minimize the risk of adversarial outcomes.
Supports patients and families in understanding patient rights and responsibilities, responds to patient complaints or concerns in accordance with DPH, CMS and The Joint Commission regulatory standards for patient complaints and grievances.
Participates in family meetings and Apology and Disclosure conversations as requested. Serves as a resource to care teams in managing challenging behaviors and patient dismissals.
Documents information regarding patient and/or staff concerns and requests in confidential department database and disseminates data to appropriate leadership staff for quality assurance purposes.
Uses department database to meet regulatory requirements for CMS, DPH and The Joint Commission for grievance/complaint management and resolution process.
Rounds with patients and loved ones to obtain preemptive feedback regarding the inpatient hospital experience (when appropriate and aligned with hospital safety policies).
Prepares formal correspondence and documentation (both patient-facing and internally) such as letters, messages, and reports, with efficiency and accuracy.
Identifies patterns of service breakdowns and escalates to senior manager to share with Patient Experience measurement and improvement team.
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 possible discrimination.
Other duties as assigned.
Qualifications: (Must be realistic, neither overstated nor understated, and related to the essential functions of the job.)
Qualifications
Manages a timely investigation and response to all patient concerns/complaints/grievances for clinical service areas including interviewing staff and reviewing medical records. Facilitates effective communication between patients, families, and providers to enhance patient/family-centered care and ensure common goals. Negotiate and mitigate expectations to promote satisfaction, ensure quality and safety, and minimize the risk of adversarial outcomes.
Provide consultation for professional staff and hospital regarding disclosure in collaboration with Risk Management.
Responds to requests for intervention to assist in managing difficult patient/family situations. Collaborates with clinical service area management and administrative leadership, fr
Apply for this role
Generate a tailored application kit with a matched cover letter, interview prep, and CV highlights — in under 60 seconds.
Apply Now →Generate Application KitFree account required — sign up in 30s