Patient and Family Relations Float Specialist

Site: Newton-Wellesley Hospital

 

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.

 

 

Job Summary

The PFR Float Specialist, MGB Community Division will report into the PFR Manager, Community Division. The Patient and Family Relations Float Specialist plays a vital role in supporting the patient experience across multiple hospitals and care settings within our health system. This position will serve as a dedicated resources for sites based on capacity and need, and also as a flexible resource, providing expert coverage during absences, peak volumes, or special projects. The Float Specialist works closely with clinical teams, leadership, and service departments to address patient and family concerns, facilitate effective communication, and support resolution processes in alignment with institutional values and regulatory standards.

This role requires a high degree of adaptability, emotional intelligence, and professionalism, as the Float Specialist will be embedded in various environments—each with its own culture, workflows, and population needs. The ideal candidate thrives in dynamic settings, demonstrates strong critical thinking, and maintains a consistent, compassionate presence for patients and families during challenging moments. 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

• Provide dedicated support to community sites based on volume and capacity
• Provide interim or surge support for Patient and Family Relations services across assigned hospitals and departments
• A significant portion of the role involves supporting care teams in managing challenging behaviors, up to and including care agreements and dismissal management. 
• Respond to patient and family concerns, complaints, and grievances with empathy, timeliness, and adherence to regulatory requirements (e.g., CMS, DPH, Joint Commission)
• Collaborate with interdisciplinary teams to investigate concerns and ensure appropriate follow-up and communication
• Support complaint documentation and grievance workflows in accordance with institutional policies
• Promote a culture of patient-centered care by educating staff on communication best practices and de-escalation strategies
• Participate in systemwide efforts to standardize PFR practices and improve processes
• Performs other duties as required and assigned.

Qualifications

• 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
• Familiarity with healthcare regulatory requirements for patient complaints and grievances
• Strong written and verbal communication skills, with the ability to navigate sensitive conversations and diverse populations
• Willingness and ability to travel between facilities as needed
• A combination of education and experience may be substituted for requirements
• 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)

 

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 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.
• Willingness and ability to travel between facilities as needed

 

Hybrid

 

2014 Washington Street

 

40

 

Regular

 

Day (United States of America)

 

Pay Range

$55,390.40 - $80,485.60/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.

 

4100 Newton-Wellesley Hospital 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