OVERVIEW

Reporting to the Manager of Patient Relations, and working collaboratively with leaders and clinical teams across the organization, the Patient Experience Specialist facilitates the timely resolution of patient and family concerns and feedback regardingtheir experience at MGH and contributes to ongoing initiatives to enhance the MGH culture of patient and family centred care. 

PRIMARY RESPONSIBILITIES

- Facilitates the timely resolution of patient feedback, including complaints, inquires and compliments.

- Acts as an expert resource for and partners with leadership teams and physicians to support their review and resolution of complex patient and family concerns. 

- Acts as the primary liaison for patients and families who submit concerns and feedback to ensure they are informed about and involved in the patient relations review process and respected as unique individuals with distinct needs and perspectives...