Patient and Family Relations Float Specialist, Specialty Hospitals

The PFR Float Specialist, Specialty Hospitals MGB will support the Vice President of Patient and Family Relations for MGB and will report into the VP, PFR and work closely with the Senior Managers of PFR at McLean and Spaulding. 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 serves 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 support for Patient and Family Relations services at the Specialty Hospitals
• 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
• Support the Senior Manager of PFR at Specialty sites in all PFR related tasks and deliverables
• 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
• Serves as the primary administrative resource for the CARe (Communication, Apology, and Resolution) program for assigned hospitals, facilitating efficient operations and supporting case coordination efforts.
• 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
• Experience working with patients with behavioral health needs
• 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 adapt and respond to concerns raised by individuals who may be dysregulated or tangential in their way of communicating.
• 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