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Patient Family Relations Spec.

NH-United States-Dover Apply View Saved Jobs Job ID 3158661 Date posted 06/09/2021
Patient Family Relations Spec.-(3158661)


At Wentworth-Douglass, we value people who contribute to patient-centered care that enhances community health; we recognize and reward those who share our values and transform our patients' lives. We invite you to explore opportunities, cultivate community wellness and professional growth. 

The Patient/Family Relations Specialist works under the direction of the Director of Patient Experience and is responsible for overseeing all patient/family relations efforts. The role works with patients, families, and Wentworth-Douglass staff and leadership in acknowledging and responding to patient/family concerns and complaints in a compassionate, supportive, and timely manner. The role fosters teamwork and partnerships between hospital staff, physician and department leaders, Quality, Risk, and Compliance to ensure responses are patient/family centric. The patient/family relations specialist role requires strong interpersonal skills, highly effective communication skills, superior organizational skills, and ability to work effectively in a complex environment.

1. Represents patient and family needs through advocacy

  • Meets with staff, patients & family to assess needs and anticipate issues
  • Investigates issues with departments to determine cause and solution
  • Develops action plans in consultation with department leadership and patient experience team

2. Maintains patient complaint documentation and follow-up

  • Utilizes RL Solutions software to enter patient complaint data
  • Communicates effectively with patients and families through written and verbal methods.
  • Creates reports and communicates with departments concerning patient complaint data.
  • Utilizes RL Solutions to document, track, and manage patient complaints to ensure regulatory requirements are met

3. Demonstrates highest levels of service excellence through customer service and interpersonal interactions

  • Serves as a role model for positive customer service behaviors working with patients, families and staff.
  • Employs strategies to effectively communicate in high stress and complex situations
  • Provides staff education on customer service principles and philosophies

4. Gathers patient/family feedback, recognizes and identifies trends, and partners with staff on improvement efforts

  • Actively engages in Patient/Family Advisory Council efforts
  • Proactively monitors trends in patient/family feedback to identify systematic, process, or cultural barriers to the delivery of patient/family centered care
  • Serves as an internal resource in understanding patient feedback analysis and facilitates action planning

5. Provides project support and completes special projects

  • Supports initiatives to improve the patient care experience within the health system
  • Performs patient experience special projects as requested


Experience Minimum Required
• 3-5 Experience working in a healthcare environment, problem solving highly complex situations. Experience 1:1 and in groups; familiarity with hospital and/or non-profit organizations and agencies
• Familiarity with healthcare/hospital and /or nonprofit organizations/agencies.
• Three to five years’ experience with people, both one-on-one and in groups.
• Experience problem solving in highly complex situations

Education Minimum Required
• Bachelor's Degree

Education Preferred/Desired
• Master's Degree

Training Minimum Required
• Highly effective written and verbal communication skills

Special Skills Minimum Required
•Strong interpersonal skills; ability to work effectively in a complex environment with various stakeholders; superior organizational skills; ability to use effective judgment and critical thinking skills; ability to problem solve; excellent internal and external customer service

EEO StatementEqual Opportunity Employer/Protected Veterans/Individuals with Disabilities.
· The contractor will not discharge or in any other manner discriminate against employees or applicants because they have inquired about, discussed, or disclosed their own pay or the pay of another employee or applicant. However, employees who have access to the compensation information of other employees or applicants as a part of their essential job functions cannot disclose the pay of other employees or applicants to individuals who do not otherwise have access to compensation information, unless the disclosure is (a) in response to a formal complaint or charge, (b) in furtherance of an investigation, proceeding, hearing, or action, including an investigation conducted by the employer, or (c) consistent with the contractor's legal duty to furnish information. 41 CFR 60-1.35(c)

Primary Location

:NH-Dover-WDH Main Hospital

Work Locations

WDH Main Hospital
789 Central Ave




:Wentworth-Douglass Hospital(WDH)


Standard Hours:40


:Day Job

Employee Status

Recruiting Department:WDH Patient Experience

Job Posting

:Jun 8, 2021


"The best thing about my job at Wentworth-Douglass is my co-workers; they are like family and I genuinely love to come to work!"

Environmental Services Staff


"I chose to come to WDH for many reasons: the location, the friendliness, and the welcoming environment I was surrounded with when I first entered. Walking into WDH you immediately feel at ease. It's like you aren't even in a hospital; it's clean, calming, and everyone is so friendly and welcoming. My department is a constant learning experience due to the need of radiology throughout the hospital. Anyone thinking of working here…DO IT! You won't regret it. If you're looking for an incredible job, full of wonderful experiences and great staff, don't hold yourself back. "

Registered Nurse


"When I began at WDH I was amazed at the technology and access to resources that are available to me which supports my day to day job function enabling me to be accurate, efficient and collect supportive data to make a difference for the future of the hospital, physicians, staff and our patients. Since being at WDH I have vastly built on my skill set as a Case Manager thanks to the expertise of the physician advisors, my manager and team of seasoned, expert Case Managers. WDH offers, encourages and supports professional growth with a strong team atmosphere. I have been encouraged to become involved in committees that promote positive change within my team. I feel I have a voice and can make a difference for the better.
My career as a Registered Nurse has become a lot clearer since joining my WDH team. I would say to anyone looking to advance his or her career, feel supported and belong to an awesome organization has a commitment to their community health; WDH is the place for you. "

Case Manager


"I chose to come to WDH because of its reputation. I had always heard such great things about the hospital and the staff. Coming here, I have found the teamwork is what I have enjoyed most; the staff have been so welcoming and have treated me like family. I love my job and the management is by far the best I have ever experienced. Anyone thinking of applying to WDH should definitely do it!"

ED Tech


"I did not know what I wanted to pursue as a career, but I knew I wanted to be in the medical field. I took a Phlebotomy course to get my foot in the door and got hired at WDH. Ten years later, I am still here and loving it every day. Not only do I love my coworkers, who have become my close friends, but I love the diversity of my job. Often times I feel people overlook what we do, but not only do we provide compassion and skill in our job to the patients, but we also get to see behind the scenes; working closely with the medical staff ensuring patients are getting accurate results. I feel rewarded at the end of everyday knowing that I have played a role in helping the patients get the proper treatment they need."



- Awards and Recognitions -

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Magnet Recognition Program®

Wentworth-Douglass Hospital has achieved Magnet® recognition, the nation’s highest honor for excellence in nursing, recognizing professionalism, teamwork and superiority in patient care.

More Awards & Accreditations

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