Patient Family Relations Operations Manager - #1687131

Massachusetts General Hospital(MGH)


Date: 2 weeks ago
City: Boston, MA
Contract type: Full time

Patient Family Relations Operations Manager

- (3284442)

General Summary/ Overview: Summarize the nature and level of work performed.


The Operations Manager reports to the MGH/MEE Sr. Manager, Patient and Family Relations. The role is responsible for coordinating the activities of the office, which includes oversight of the department day to day operations, supervision and education of PFR representatives, and database administration. The operations manager will take on cases, as needed, and serves a critical role in identifying and supporting ongoing process improvement for case management across Patient Family Relations teams in coordinating case activities with Quality, Safety/Risk, and Compliance. This role is also responsible for identifying needed patient experience/icare education throughout Mass General, and either providing the needed content, or coordinating the provision of the education activity with the Patient Experience Improvement team.

Because this role in an active change management environment, the Operations Manager will need to demonstrate flexibility and open mindedness as the contours of this position will actively evolve over time.


Principal Duties and Responsibilities: Indicate key areas of responsibility, major job duties, special projects and key objectives for this position. These items should be evaluated throughout the year and included in the written annual evaluation.


1. Supports Senior Manager with office operations and workflow, including:


o Developing and maintaining staff resources, department policies, and education materials

o Triaging escalations and provide follow-up and resolution.

o Recruiting, training, mentoring, quality assurance

o Strategizing business operations.


2. Maintains department service standards with particular attention to staff teamwork, communication, cultural respect, and time/priority management.


3. Proactively monitors trends in patient and family concerns to identify systemic/process, or cultural barriers to the delivery of patient and family-centered care. Seeks opportunities for appropriate patient participation in the development of institutional improvement strategies. Analyze data to implement changes in department’s workforce management. Monitors daily department key performance indicators and sharing them with the team, accordingly.


4. Onboard, train, and supervise 1-2 team members responsible for answering calls, opening cases in department database, and triaging to specialists, ensuring empathetic, respectful communication, and timely and accurate data entry.


5. Identifies opportunities for staff education and facilitates competency learning of clinicians, administrative management, and staff in Patient Experience skills improvement. Provides training/education to clinical service teams and throughout the institution on icare and other effective interpersonal communication content. Connects patients and families with appropriate hospital services and resources, e.g., social work, case management, interpreter services, disability services, and Blum Patient and Family Learning Center.


6. Educates and markets Patient and Family Relations to leadership and frontline staff, including patient consultation and intervention, grievance, complaint, and compliment facilitation, written responses, staff training and patient satisfaction and project improvement support.


Case Management:


7. Ensures cases follow the PFR and Safety/Risk process. Assist team with timely investigations and responses to all patient concerns/complaints/grievances for clinical service areas, including interviewing staff and reviewing medical records. Oversee 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.


8. Provide disclosure consultations for professional staff and hospital in collaboration with Patient Safety and Risk Management. Develops appropriate resolutions with Patient Safety and Risk Management staff to effectively manage patient incidents and prevent adversarial outcomes.


9. Respond to requests for intervention to assist in managing difficult patient/family situations. Collaborate with clinical service area management and administrative leadership, frontline staff, or other hospital services to provide real-time support and/or improvement strategies to reach effective resolution.


10. Functions as Patient and Family Relations Specialist, as needed.


Process Improvement for Patient Family Relations, Risk/Safety and Compliance:


11. Assess strategic opportunities and potential for synergisms across themes/trends in safety reports/CCRs that may translate to other areas within the hospital, e.g., increasing cross-pollination where appropriate and driving them to execution.


12. Document information regarding patient, family and staff concerns and requests in department database. Disseminate reports to appropriate leaders to highlight clinical service areas’ opportunities for improvement, including progress, obstacles, and trends. Identify trends in collaboration with clinical and administrative leadership to develop strategies to improve quality and satisfaction and reduce risk and liability. Use reporting system to meet regulatory requirements for CMS, DPH and JC grievance management and resolution.


13. Drafts formal responses on behalf of senior clinical and administrative leadership (including C-Suite leaders) in writing to patients and families to compassionately relay regret for their poor experiences and informs them of how their feedback is used to implement beneficial practice changes. Meet regulatory compliance requirement for CMS 42CFR 482.13 for investigating and responding to most informal grievances in 7 days and more complex grievances within 30 days.


14. In collaboration with Quality, Safety/Risk and Compliance, promotes a culture of safety, high-reliability, patient and staff engagement, and performance excellence. Leads the execution of cross-department quality and safety initiatives, as necessary for optimal case management.


15. 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.


16. Other duties as assigned.


Qualifications: (Must be realistic, neither overstated nor understated, and related to the essential functions of the job.)


  • Bachelor’s degree required, master’s preferred.
  • 5 years of experience in healthcare customer service development, training and implementation, or other industry with relevant skills and competencies.
  • Database and operational/management experience required.
  • Minimum of 3 years of Patient Family Relations Specialist experience or 3 years of related experience.
  • A combination of education and experience may substitute for requirements.

Skills/Abilities/Competencies: (Must be realistic, neither overstated nor understated, and related to the essential functions of the job.)


  • Strong interpersonal skills with proven qualities of compassion, respect, calm demeanor, and ability to self-regulate emotions via phone and in person.
  • Ability to communicate (verbally and in writing) clearly, compassionately, sensitively, with colleagues, patients, and their loved ones, in a complex clinical environment.
  • Excellent organizational skills, proficiency and comfort in managing multiple tasks, and prioritizing.
  • Strong computer skills, proficient in Microsoft Suite, and ability to learn new applications.
  • Flexible thinker with excellent teamwork and collaboration skills.
  • Experience working with data and data tracking.
  • Ability to navigate confusing conversations.
  • Ability to manage confidential and sensitive information.

Supervisory Responsibilities: List the number of FTEs supervised.


  • 1-2 PFR Representatives report to the Operations Manager. The Operations Manager may also indirectly provide guidance to less seasoned staff.

Fiscal Responsibility: Indicate financial “scope” information, i.e.: size of budget, volume, revenue, etc.


  • No direct budgetary responsibility.
  • Demonstrates fiscal responsibility by effectively using Mass General Brigham resources.

Working Conditions: Describe the conditions in which the work is performed.


  • The duties require daily use of computer, telephone, printer, and fax machine.
  • The employee is frequently required to sit; talk, hear, use hands to finger; handle; or feel; reach with hands and arms, and occasionally required to stand and walk.
  • The employee must frequently lift and/or move up to 5 pounds and occasionally lift and/or move up to 20 pounds. Specific vision abilities required by this job include close and distance vision, and depth perception.
  • Possible local travel to Mass General Brigham sites.
EEO Statement


Massachusetts General Hospital is an Affirmative Action 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.

Primary Location MA-Boston-MGH Main Campus Work Locations MGH Main Campus 55 Fruit Street Boston 02114 Job Professional/Managerial Organization Massachusetts General Hospital(MGH) Schedule Full-time Standard Hours 40 Shift Day Job Employee Status Regular Recruiting Department MGH Quality and Safety Job Posting Apr 2, 2024

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