New

Senior Patient Family Relations Specialist

Brigham and Women's Hospital
United States, Massachusetts, Boston
75 Francis Street (Show on map)
Dec 03, 2025
Summary: Responsible for fostering positive relationships between the organization and its patients and their families. This role involves addressing concerns, enhancing patient satisfaction, and ensuring that patient and family feedback is effectively communicated to leadership to improve care quality. Does this position require Patient Care? Yes Essential Functions: Act as a liaison between patients, families, and hospital staff to address concerns and resolve issues related to patient care and services. -Conduct interviews and gather feedback from patients and families to assess their experiences and satisfaction levels. -Develop and implement programs and initiatives aimed at enhancing the patient and family experience within the hospital. -Collaborate with clinical and administrative departments to ensure that patient and family needs are met and that feedback is integrated into operational improvements. -Provide education and support to patients and families regarding hospital services, resources, and policies. -Prepare reports and presentations for hospital leadership on patient satisfaction trends, concerns, and improvement initiatives. Education Bachelor's Degree Healthcare Administration required or Bachelor's Degree Related Field of Study required or Master's Degree Related Field of Study preferred Experience Experience in patient relations, healthcare customer service, or a related role, preferably within a hospital setting 3-5 years required Knowledge, Skills and Abilities - Exceptional ability to build rapport with patients and families, demonstrating empathy and understanding. - Strong problem-solving skills and the ability to mediate and resolve conflicts effectively. - Excellent verbal and written communication skills for interacting with diverse stakeholders. - Ability to analyze feedback data and identify trends to inform quality improvement initiatives. - Strong organizational abilities to manage multiple cases and projects simultaneously. The Brigham and Women's Hospital, Inc. is an Equal Opportunity Employer. By embracing diverse skills, perspectives and ideas, we choose to lead. 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.