Patient Family Relations (PFR) Specialist - 40hrs/Day Shift
Cooley Dickinson Hospital (CDH)

ABOUT US:

With energy and purpose, Cooley Dickinson Health Care, a member of the Mass General Brigham system, is advancing health care in western Massachusetts, and has been since 1886. Our network employs more than 2,000 medical professionals and support staff, at our main Hospital campus in Northampton and additional locations in twelve towns throughout the Pioneer Valley.

OUR BENEFITS:

In addition to competitive pay, all Cooley Dickinson employees who work 20 hours or more per week have access to the following benefits with no waiting period:

• A range of health, dental, vision, prescription, and life insurance benefits.
• A generous and flexible Earned Time Off program starting at six weeks accrual per year.
• 403(b) retirement plan with various investment options.
• Opportunities and support for continued education including tuition reimbursement.

General Summary/Overview Statement:

The Patient and Family Relations (PFR) Specialist will support the Sr. Manager of Patient Safety, Risk, and PFR at Cooley Dickinson Hospital (CDH) to oversee and manage hospital-wide patient safety and risk initiatives and daily work at CDH. The PFR Specialist is responsible for all incoming calls, visits and correspondence to serve as a liaison between patients, loved ones, and staff in acknowledging and responding to feedback (complaints/grievances/compliments) and other requests in a compassionate and supportive manner. The focus of this position is to support patient's rights, patient/family needs, and assisting to resolve feedback concerns and highlight feedback compliments. This role embodies the institution's commitment to service excellence, and a strong patient and family centered culture.

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

Principal Duties and Responsibilities :

• Provides telephone coverage and in person support of Patient and Family Relations for patient and loved one needs, concerns, or complaints at CDH.
• With guidance from the Sr. Manager of Patient Safety, Risk, and PFR at CDH, conducts a timely investigation and response to patient concerns/complaints/ grievances including interviewing staff and reviewing medical records. Facilitates effective communication between patients, families, and staff to enhance patient/family-centered care and ensure common goals.
• Negotiates and mitigates expectations to promote satisfaction, ensure quality and safety, and minimize the risk of adversarial outcomes.
• Provides assistance to patients and families with needs or concerns regarding patient rights and responsibilities, responds to patient complaints or concerns in accordance with DPH, CMS and The Joint Commission regulatory standards for patient complaints and grievances.
• Documents information regarding patient and/or staff concerns and requests in confidential department database and disseminates data to appropriate leadership staff for quality assurance purposes.
• Utilizes data management system to meet regulatory requirements for CMS, DPH and The Joint Commission for complaint management and resolution process.
• Conducts rounds with patients and loved ones to obtain preemptive feedback regarding the inpatient hospital experience (when appropriate and aligned with hospital safety policies).
• Prepares formal correspondence and documentation (both patient facing and internally) such as letters, messages, and reports, with efficiency and accuracy.
• Performs other duties as required and assigned.

Skills/Abilities/Competencies:

• Ability to communicate (both verbally and in writing) clearly, compassionately, sensitively and in a health literate way with patients and their loved ones in a complex clinical environment.
• Ability to continuously respect and value diversity.
• Excellent customer service skills to patients, loved ones, and staff via phone or in person and able to provide immediate assistance to a wide range of customers with varying needs and concerns.
• Excellent interpersonal skills with individuals in crisis.
• Excellent negotiation skills in a diverse and multicultural environment.
• High level of sensitivity to confidential information.
• Exhibits excellent organizational skills.
• Excellent teamwork and collaboration skills.
• Experience working with data and data tracking.
• Experience in managing multiple tasks and functions at the same time.

Working Conditions:

• Office setting
• Frequent, daily use of computer, telephone, fax machine
• Occasional early or late meetings to accommodate clinicians' schedules
• Highly confidential data and medical records materials require extreme discretion

Special Requirements:

• Must be available to work in the case of a Hospital declared emergency.
• Must be available to assist during regulatory agency reviews.

Qualifications
MINIMUM REQUIREMENTS:

• Bachelor's degree in social work, psychology, human services, or related field preferred.
• 1-3 years' experience working with patients/consumers in a healthcare setting required.
• 3 years' experience in community outreach/engagement working with diverse populations preferred.
• A combination of education and experience may be substituted for requirements.
• Experience working in a large and complex health care organization preferred.
• Computer and Internet skills and experience required: familiarity and comfort with MS Office products is essential for success in this position (Word, Excel, PowerPoint, and Access).

EEO Statement
It is the policy of Cooley Dickinson Health Care to provide equal employment opportunity (EEO) to all persons regardless of age, color, national origin, citizenship status, physical or mental disability, race, religion, creed, gender, sex, sexual orientation, gender identity and/or expression, genetic information, marital status, status with regard to public assistance, veteran status, or any other characteristic protected by federal, state or local law. In addition, Cooley Dickinson Health Care will provide reasonable accommodations for qualified individuals with disabilities.

Cooley Dickinson Health Care embraces diverse skills, perspectives and ideas, and encourages people of color, veterans, people with disabilities, LGBTQ candidates, and people from other underrepresented groups to apply.

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