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Senior Manager, Patient Family Relations, Brigham and Women's Hospital and Brigham and Women's Faulkner Hospital

Mass General Brigham (Enterprise Services)
United States, Massachusetts, Somerville
399 Revolution Drive (Show on map)
Aug 05, 2025
The Senior Manager Patient and Family Relations (PFR) for BWH/BWF is responsible for: * Day to day oversight, coordination, and implementation of the daily operations of PFR at BWH and BWF, including: o The response to family grievances, patient complaints, and service recovery as appropriate o Ensuring grievances and complaints are handled according to enterprise standards o Ensuring tracking of PFR work according to enterprise standards * Being the escalation point for any serious patient experience PFR related issues at BWH/BWF. When necessary, escalating to the VP for PFR for MGB. * Working with the team to respond to patient inquiries/complaints that may come into BWH/BWF leadership * Ensuring the BWH/BWF PFR team is consistently working the same way and following enterprise policies/processes that have been developed * Leading the facilitation of all Patient and Family Advisory Councils for BWH/BWFH and ensuring the PFR role is being supported. This position reports to the VP, PFR for MGB. The position will also collaborate with the BWH and BWF safety and risk leaders to coordinate between PFR, safety, and risk. They will collaborate as needed for the management of complaints/concerns. The position will also collaborate with the site ACMO BWH and BWF as needed for escalation. This person may also facilitate the creation of MGB wide PFR policies and processes as assigned by the VP for PFR for MGB. They will also collaborate with other PFR leaders at MGB, and support MGB wide PFR activities as necessary. They may provide input into MGB PFR strategies, or PFAC strategies as well. They will also collaborate with other PFR leaders and Program Managers at MGB, and support MGB wide PFR activities as necessary. They will also support the VP of PFR in strategic priorities for the PFR teams across MGB. Essential Functions 1. Leading the BWH and BWFH PFR teams to ensure that patient, family member, and care team concerns are addressed in an appropriate time frame and manner. 2. Ensure the team is following processes that are consistent with enterprise policies and processes. This includes tracking complaints/grievances for BWH and BWFH according to enterprise standards 3. Lead Patient and Family Relations Councils at BWH and BWF 4. Leading the day to day management PFR activities for the BWH/BWF PFR team 5. Ensuring the team supports clinical teams as needed, , as needed, with patient and family communication and relationships. This includes supporting the creation of care plans as necessary with patients. 6. Ensuring the team manages the complaints and grievances process at BWH/BWFH to ensure that the review, resolution, and response back to patients and families is consistent across MGB, including service recovery as appropriate. Education Bachelor's Degree Related Field of Study required or Bachelor's Degree Patient Safety Leadership required and Master's Degree Nursing preferred Experience Safety, Risk Management, and patient family relations. 3-5 years required and Leading process improvement and initiatives and managing teams. 3-5 years required Knowledge, Skills and Abilities Support the build out of safety/risk/PFR infrastructure, ensuring standardization in training, processes, and safety responses that are in line with MGB. Ability to successfully negotiate and collaborate with others of different skill sets, backgrounds and levels within and external to the organization Manager a team of people to manage all PFR activities at BWH/BWFH Understands data and reporting principles Strong interpersonal skills Executes the MGB safety plans including those around event analysis, safety event reporting/management/mitigation. Implement the standardized risk management strategy, policies, and procedures, ensuring that risk management activities both align to and augment our approach to patient safety. Implement the system-wide safety event reporting system. Support as needed for system wide safety events such as recalls, shortages, and other events that impact safety. Understand data provided by the system team and use knowledge of local practices to identify areas of opportunity for improvement of patient safety as well as communicate to the system areas that are at risk. Mass General Brigham Incorporated 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.