Program Manager, Patient Family Relations, MGB

• A bachelor's Degree or equivalent years of experience is required; a master's degree is preferred.
• 2+ years of proven project management skills are required.
• 3 to 5 years of prior experience in a field related to project management is preferred.
• Advanced project management skills/expertise, including large, complex projects, are required.
• Strong interpersonal skills are required to enable collaboration across the Mass General Brigham enterprise, as well as with patients and families.

Principal Duties and Responsibilities:

• With support from the Vice President, Patient and Family Relations, the Program Manager, PFR MGB supports strategy, measurement, and policy related to Patient and Family Relations.
• Provides effective project management support for Patient and Family Relations strategic initiatives.
• Contributes to enterprise-wide efforts to standardize Patient and Family Relations operations, including the refinement and adoption of shared workflows, procedures, and service standards to ensure consistency and equity in the patient experience across all sites.
• Serves as system administrator for RL Feedback module for Patient and Family Relations, overseeing user access, maintaining forms and workflows, troubleshooting system issues, and partnering with Safety/Risk, Patient Experience, and IT teams to support data integrity, reporting, and optimization of the platform. Participates in training, configuration updates, and enterprise-level discussions to ensure consistent and effective use of the tool across all entities.
• Serves as project support for PFR escalation, grievance, compliance, and data tracking.
• Crafts and implements a framework supporting patient and family relations.
• Leads program and project teams and coordinates and delegates cross-project initiatives.
• Conducts research, manages and analyzes data in systems, and develops reports and presentations to support programs.
• Monitor program progress and proactively address deviations from plans, timelines, or budgets.
• Other duties as assigned

Skills, Abilities, and Competencies:

Will need to demonstrate Mass General Brigham's Leadership Competencies for both Performance Focused Leadership and People-Focused Leadership.

Performance Focused:

• Customer/Patient Focus: Building strong customer/patient relationships and delivering customer/patient-centric solutions.
• Manage Complexity: Make sense of complex, high-quality, and sometimes contradictory information to effectively solve problems.
• Cultivate Innovation: Create new and better ways for the organization to be successful.
• Ensure Accountability: Holding oneself and others accountable to meet commitments.
• Learning Agility: Actively learn through experimentation when tackling new problems, using both successes and failures as a learning tool.

People Focused:

• Drive Equity and Inclusion: Recognizes the value that different perspectives and cultures bring to an organization
• Collaborate: Build partnerships and work collaboratively with others to meet shared objectives.
• Communicate Effectively: Develop and deliver multi-mode communications that convey a clear understanding of the unique needs of different audiences
• Instill Trust: Gain the confidence and trust of others through honesty, integrity, and authenticity.