General Summary/Overview Statement
The Patient Family Relations Department is responsible for managing all quality of care concerns with the aim of improving patient experience. This role will be pivotal in providing administrative support to ensure the efficient and effective dayto-day functioning of the team.
The incumbent will provide support to the newly initiated BWH Bereavement program. The Bereavement program aims to improve patient experience, emotional support and guidance for bereaved families by reducing the burden on front-line staff involved in caring for patients and families at the end of life. The role will be responsible for mailing a standardized condolence letter, recognizing the death of a patient and offering support if needed, along with bereavement guide 4-6 weeks after patient's death. The post-holder will also be responsible for coordinating support with the social work department for families that require additional support.
The post-holder will also provide overall office support, provide administrative support to the Senior Director and Administrator and be responsible for organizing and managing all meetings for the department.
Principal Duties and Responsibilities
Support and deliver bereavement activities
Monthly mailings to bereaved families which include a standardized letter and bereavement guide
Acts as the point of contact for bereaved families who wish to access additional resources at a community level
Acts as the point of contact for bereaved families who wish to access additional resources from BWH social work- and facilitates this interaction with social work.
Manage the calendars of the Senior Director and Administrator
Support and set up Patient Family Relations meetings
Ensure meeting participants have accurate meeting logistics (location, directions, etc.)
Arranges for conference room, catering, and technical support (i.e.: projector, teleconferencing services) and prepares materials as necessary
Ensure efficient and effective day-to-day functioning of activities
Provide customer friendly support to answer questions and resolve issues in accordance with appropriate policies and procedures
Handle confidential matters with the utmost discretion
Uses independent judgment to manage workload and responsibilities, as well as solve problems
Organize and manage office supplies and equipment; ensuring all equipment is in working order and arranges for repairs
Process and track purchase orders, invoices, check requests, reimbursements, petty cash vouchers, and other transactions
Assist in the preparation for new employee arrivals, including office/cube preparation, IDs, security, computer set-up; manages scheduling for new hire orientation program
Schedule travel arrangements
Provide notarial acts/services for patients and families upon request.
Work with the PFR Service Coordinator's to provide seamless service as required
This is not an exhaustive list of duties and responsibilities, and the post holder may be required to undertake other duties which fall within the grade of the job, in discussion with the manager. This job description will be reviewed regularly in the light of changing service requirements and any such changes will be discussed with the post holder.
BS Degree required
Masters in Healthcare Administration preferred
Skills/ Abilities/ Competencies Required
Must be able to work very independently and proactively, with little direct supervision
Must have strong interpersonal skills to be able to communicate effectively with staff at all levels. Must be able to translate staff requests into technical specifications for necessary system modifications. As regular training is required, the ability to communicate sometimes complex information to staff at all levels in a clear and concise manner is essential.
Need to be able to troubleshoot problems, develop workable solutions to problems, and to implement action plan under sometimes pressing deadlines when there are software or hardware problems. Must be able to prioritize work and to handle multiple, sometimes conflicting, tasks using sound judgment.
Very high level of detail orientation to work on systems or on hardware that requiring exacting standards of precision.
Strong verbal and written communication skills
Must possess excellent interpersonal and communication skills with excellent attention to detail and follow-through
Professional demeanor high level of diplomacy and discretion
Must have high emotional intelligence
Must have a strong customer service orientation
Must have strong problem solving and organizational skills
Must be flexible and willing to take initiative
Must be able to work independently to complete projects and ad-hoc assignments
Must be able to function effectively in a fast-paced environment, organize and prioritize work, and meet deadlines; demonstrated ability to navigate complex system to complete work
Partners Healthcare System