<p>Site: The General Hospital Corporation</p> <p>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.</p> <p>Job Summary</p> <p>The Patient Family Relations Representative is responsible for being the first impression and "front door" of the office, which includes answering a high volume of incoming calls, opening cases in the PFR database, triaging them to PFR specialists, and welcoming patients and family members to the office. The representative responds to requests in a compassionate and supportive manner. This role reports to the MGH/MEE Sr. Manager, Patient and Family Relations.</p> <p>Because this role in an active change management environment, this representative will need to demonstrate flexibility and open mindedness as the contours of this position will actively evolve over time.</p> <p>Principal Duties and Responsibilities:</p> <ol> <li> <p>Responsible for telephone coverage of Patient Family Relations (PFR), calls from patients, families, and employees, primarily to address needs, concerns, or complaints. Assists a wide range of customers with varying needs and concerns. Triages calls to appropriate PFR staff and assures PFR team members are immediately contacted for urgent patient/family needs.</p> </li><li> <p>Greets patients who visit PFR office and directs them to the appropriate resources, within the institution. May assist patients and families with concierge services, including parking and hotel information, interpreter and disability services, chaplaincy, patient education, etc. Interacts with other hospital services daily.</p> </li><li> <p>Enters and updates data in the PFR database regarding incoming cases, and assigns cases to appropriate PFR specialists/advocates. Logs types of calls/service requests to determine utilization and required services.</p> </li><li> <p>Assists with management of compliments from patients and family, to include sending commendation letters to staff and acknowledgement letters to patients.</p> </li><li> <p>Prepares formal correspondence and documentation (both patient-facing and internally) such as letters, and messages, with efficiency and accuracy.</p> </li><li> <p>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 potential discrimination.</p> </li><li> <p>Other duties as assigned.</p> </li></ol> <p>Qualifications</p> <p>Qualifications:</p> <ul> <li>1-3 years of experience in customer service, healthcare, or other industry with relevant skills and competencies. </li><li>Bachelor's degree preferred, but not required. </li><li>A combination of education and experience may be substituted for requirements. </li></ul> <p>Skills/Abilities/Competencies:</p> <ul> <li>Strong interpersonal skills with demonstrated qualities of compassion, respect, calm demeanor, and ability to self-regulate emotions via phone and in person. </li><li>Ability to communicate (both verbally and in writing) clearly, compassionately, sensitively, with colleagues, patients, and their loved ones, in a complex clinical environment. </li><li>Excellent organizational skills. </li><li>Strong proficiency and comfort in managing multiple tasks and functions, prioritizing, and meeting deadlines. </li><li>Strong computer skills, proficient in Microsoft Suite, and ability to learn new programs and applications. </li><li>Flexible thinker with excellent teamwork and collaboration skills. </li><li>Experience working with data and data tracking. </li><li>Ability to navigate confusing conversations. </li><li>Ability to handle confidential and sensitive information. </li></ul> <p>Supervisory Responsibilities:</p> <p>No direct reports</p> <p>Fiscal Responsibility:</p> <ul> <li>No direct budgetary responsibility. </li><li>Demonstrates fiscal responsibility by effectively using Mass General Brigham resources </li></ul> <p>Additional Job Details (if applicable)</p> <p>Remote Type</p> <p>Onsite</p> <p>Work Location</p> <p>15 Parkman Street</p> <p>Scheduled Weekly Hours</p> <p>40</p> <p>Employee Type</p> <p>Regular</p> <p>Work Shift</p> <p>Day (United States of America)</p> <p>EEO Statement:</p> <p>The General Hospital Corporation 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.</p> <p>Mass General Brigham Competency Framework</p> <p>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.</p>