• Patient Family Relations Specialist

    Location US-MA-Boston
    Job Posted Date 3 months ago(7/18/2019 1:26 PM)
    Job ID
    2019-16213
    Category
    Operations
    Type
    full time
    Grade
    22
  • Overview

    Located in Boston and the surrounding communities, Dana-Farber Cancer Institute brings together world renowned clinicians, innovative researchers and dedicated professionals, allies in the common mission of conquering cancer, HIV/AIDS and related diseases. Combining extremely talented people with the best technologies in a genuinely positive environment, we provide compassionate and comprehensive care to patients of all ages; we conduct research that advances treatment; we educate tomorrow's physician/researchers; we reach out to underserved members of our community; and we work with amazing partners, including other Harvard Medical School-affiliated hospitals.

     

    The Patient / Family Relations (P/FR) Specialist serves as an integral member of the Quality and Patient Safety Department (QPS), participating in various aspects of patient advocacy, which includes helping to personalize and humanize the hospital experience.

    The P/FR Specialist will support the Patient / Family Relations program at the Institute, including the outpatient and inpatient locations, by serving as a liaison between patients (adult and pediatric), families, and staff by ensuring an effective complaint and grievance process. He/she will engage in intake and triage of patient complaints and requests. The P/FR Specialist will ensure a coordinated and timely response, in accordance with state and federal regulatory guidelines and Institute policy, to patients/families who have expressed a concern, complaint, grievance, compliment, question and / or a request regarding care, treatment or services at Dana-Farber Cancer Institute (DFCI).


    In addition, the P/FR Specialist will help to ensure ongoing monitoring of DFCI’s compliance with federal laws prohibiting discrimination against patients, including applicable rules under the Patient Protection and Affordable Care Act (“ACA”) and Americans with Disabilities Act (“ADA”). In addition, the P/FR Specialist will be available to staff to assist with challenging patients / families or to provide guidance in the utilization of other Institute resources (e.g., the Division of Social Work, Psychosocial Oncology, or Patient & Family Programs & Services).

     

    The P/FR Specialist will be available during regular business hours.

    Responsibilities

    Patient / Family / Staff communications

      • Shares responsibility for the coverage of Patient/Family Relations Office phones, pagers, and email during operational hours
      • Responds to patient, family, staff queries / feedback
      • Triages patient, family, and staff queries appropriately and efficiently
      • Responds to urgent patient/family needs as requested
      • Completes documentation related to patient/family/staff encounters to gather pertinent information
      • Enters case summary and related information into the PFR database

    Complaint/Grievance Management

      • Assists in the coordination, facilitation, and accurate documentation of cases from intake to resolution
      • Works closely with P/FR Manager, along with Department / Unit leaders to write / review / edit / format response letters to patients / families
      • Collaborates with P/FR Manager, Risk Management staff and Medical Director of Patient Safety on case reviews
      • Interfaces closely with affiliates, Brigham and Women’s Hospital and Boston Children’s Hospital, to insure coordinated investigation and feedback

    Patient/Family Relations Program

      • Assists in maintaining the Service Recovery Program inventory and log
      • Tracks Service Recoveries in the PFR database
      • Supports Patient Experience initiatives
      • Participates in Institute-wide committees
      • Participates in the orientation of new staff
      • Interacts with Institute staff and departments, such as but not limited to Social Work, Nursing, Psychosocial Oncology & Palliative Care, Volunteer Services, Medical, Surgical and Pediatric Oncology
      • Responds to requests for information related to or witnessing Advance Directives (e.g., health care proxy)
      • Assists in the coordination of PFR activities, education, and training programs

    ADA/ACA Program

      • Facilitate compliance with the rules required under the ACA and ADA to prevent discriminatio
      • Ensure DFCI’s timely response to patient disability accommodation requests and discrimination grievances.
      • Serve as a resource for administrators and staff about the ACA and ADA.
      • When appropriate, along with DFCI’s Office of General Counsel, serve as a liaison to the Department of Health and Human Services Office of Civil Rights (“OCR”) for issues regarding discrimination generally.

    Maintains Department and Institute service standards.

     

    All other duties as assigned.

    Qualifications

    Bachelor’s degree required. 3-5 years healthcare experience demonstrating excellent customer service, writing and problem-solving skills. Ability to communicate with all levels of staff and appropriately manage challenging situations in real-time. Ability to demonstrate flexibility, participate in and provide customer service training and guidance to staff and clinicians

     

    Dana-Farber Cancer Institute is an equal opportunity employer and affirms the right of every qualified applicant to receive consideration for employment without regard to race, color, religion, sex, gender identity or expression, national origin, sexual orientation, genetic information, disability, age, ancestry, military service, protected veteran status, or other groups as protected by law.

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