Site: Mass General Brigham Medical Group, 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.

 

The Patient Family Relations Specialist is responsible for promoting positive patient experiences, resolving concerns, and ensuring that patient and family feedback is addressed effectively through patient-centered care, patient satisfaction, and exceptional customer service.

While not clinical, this role is deeply engaged in direct patient and family interactions that support care quality, experience, and advocacy.

This is a hybrid role—primarily remote—with occasional travel required for on-site visits to varied primary and specialty offices throughout MA or NH to meet with patients, families, and staff or to attend meetings and project-related activities.

Must be willing to travel.

 

Job Summary

Key Responsibilities
•Serve as a primary contact for patients and families regarding inquiries, concerns, and service recovery.
•Provide emotional support and guidance during difficult or complex care experiences.
•Advocate for patients’ rights and ensure their voices are heard in care decisions.
•Mediate and resolve complaints promptly and empathetically.
•Gather and analyze feedback to identify patterns and recommend improvements.
•Educate patients and families on hospital policies, resources, and care processes.
•Maintain accurate and confidential records of patient interactions.
•Ensure compliance with all relevant patient rights and privacy regulations.

 

Qualifications

Bachelor’s Degree in Healthcare Management, Social Work, or a related field is requiredMinimum of 2–3 years of experience in patient relations or advocacy in a healthcare settingStrong working knowledge of patient rights, healthcare standards, and service recovery practicesOutstanding communication, problem-solving, and conflict resolution skills

 

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

$54,308.80 - $78,904.80/Annual

 

Grade

6

 

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 Medical Group, 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 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.