Patient/Family Relations Manager

Newton-Wellesley Hospital
United States, Massachusetts, Newton
2014 Washington Street (Show on map)
Mar 28, 2025
Responsible for overseeing and improving the overall patient experience by managing patient feedback, resolving concerns, and implementing service excellence initiatives. Ensures that patient interactions align with the mission to provide compassionate and high-quality care. Essential Functions -Monitors and addresses patient feedback, ensuring timely resolution of concerns and complaints. -Develops and implements strategies to enhance patient satisfaction and experience. -Coordinates with clinical and administrative staff to ensure patient-centered care practices. -Leads patient experience training and education for hospital staff to foster a culture of service excellence. -Analyzes patient satisfaction data and reports trends to hospital leadership. -Collaborates with departments to implement process improvements based on patient feedback. -Maintains patient experience records and documentation in accordance with hospital policies. -Acts as a liaison between patients, families, and hospital staff to ensure clear communication and support. Education Bachelor's Degree Health Administration required or Bachelor's Degree Related Field of Study required Experience Experience in patient relations or customer service within a healthcare setting 3-5 years required and Experience in a supervisory or leadership role 2-3 years preferred Knowledge, Skills and Abilities - Familiarity with healthcare regulations and patient rights. - Proficient in healthcare management software and tools. - Empathy and patient-focused approach. - Strong communication and interpersonal skills. - Excellent problem-solving and conflict-resolution abilities. - Ability to analyze data and generate actionable insights. Newton-Wellesley Hospital 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.