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Program Manager, Patient Family Relations

Mass General Brigham (Enterprise Services)
United States, Massachusetts, Somerville
399 Revolution Drive (Show on map)
Nov 07, 2025
The Program Manager, PFR MGB works closely with the Vice President, Patient and Family Relations to develop and manage projects relating to Patient and Family Relations strategy, measurement, and policy. Responsible for managing all aspects of a program and corresponding projects. Implements initiatives that support alignment with organizational goals and strategic planning. Leads the communication and collaboration with stakeholders. Analyzes data, prepares reports, and provides regular updates to program leadership. Identifies and escalates issues and risks and recommends solutions. Leads and provides guidance and support to other administrative team members. Principal Duties and Responsibilities * With support from the Vice President, Patient and Family Relations, the Program Manager PFR MGB supports strategy, measurement, and policy and relating 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 an 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 when needed 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 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. * Work with minimal to no oversight. * Other duties as assigned Advanced project management skills/expertise, including large, complex projects Bachelor's Degree or equivalent years of experience required 2+ years of proven project management skills required 3 to 5 years prior experience in field related as project manager preferred Strong interpersonal skills to enable collaboration across the Mass General Brigham enterprise, as well as with patients and families A combination of education and experience may be considered in place of requirements 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 self and others accountable to meet commitments Learning Agility: Actively learn through experimentation when tackling new problems, using both successes and failures as a learning folder 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 Mass General Brigham Incorporated 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.