Program Manager, Patient and Family Relations

Overview

The Patient-Family Relations Program Manager I is an integral member of the Department of Quality and Patient Safety (QPS) at Dana-Farber Cancer Institute (DFCI), combining patient and family advocacy with program and project management to personalize and humanize the hospital experience. Serving across inpatient and outpatient settings for adult and pediatric populations, the Program Manager supports the Office of Patient/Family Relations in compassionately liaising among patients, families, and staff. The role manages activities within the complaint and grievance process – from intake and investigation through resolution and documentation – in accordance with regulatory requirements and Institute policies, while also assisting staff in navigating complex patient and family situations. Success requires strong project management skills, emotional intelligence, and a commitment to fostering a culture of empathy, accountability, and continuous improvement. The ideal candidate is passionate about delivering a high-quality, high-touch, and equitable experience for patients, families, and caregivers throughout the Institute.

Located in Boston and the surrounding communities, Dana-Farber Cancer Institute is a leader in life changing breakthroughs in cancer research and patient care. We are united in our mission of conquering cancer, HIV/AIDS and related diseases. We strive to create an inclusive, diverse, and equitable environment where we provide compassionate and comprehensive care to patients of all backgrounds, and design programs to promote public health particularly among high-risk and underserved populations. We conduct groundbreaking research that advances treatment, we educate tomorrow's physician/researchers, and we work with amazing partners, including other Harvard Medical School-affiliated hospitals.

This position’s work location is hybrid with two or three days per week remote. The selected candidate may only work remote days from a New England state (ME, VT, NH, MA, CT, RI).

Responsibilities

• Scope and Complexity: Manage programs with clearly defined objectives and limited scope, focusing on supporting departmental goals.
• Decision Making: Make informed decisions about resource allocation and project timelines, with some autonomy in resolving operational challenges.
• Stakeholder Interaction: Engage with internal team members and immediate stakeholders to ensure program activities are aligned and communicated effectively.
• Program Management: Plan and manage recurring tasks, activities, and/or projects, ensuring they align with program goals and departmental strategies.
• Quality Assurance: Track program progress, ensuring that outputs are accurate and meet established performance metrics.
• Documentation: Maintain accurate program documentation and ensure compliance with institutional policies and procedures.
• Communication: Facilitate communication among teams, ensuring all members are informed of updates and changes.

Qualifications

• Bachelor’s degree in business administration, management, healthcare, or a related field required.
• Three (3) years of experience in program coordination, program administration or comparable roles, OR one (1) year of program management experience.

KNOWLEDGE, SKILLS, AND ABILITIES REQUIRED:

• Solid understanding of program management principles and practices.
• Strong organizational and time management skills.
• Effective communication and interpersonal skills.
• Ability to work collaboratively in a team environment.
• Proficiency in using project management tools and software.
• Ability to manage multiple projects and priorities simultaneously.

Pay Transparency Statement

The hiring range is based on market pay structures, with individual salaries determined by factors such as business needs, market conditions, internal equity, and based on the candidate’s relevant experience, skills and qualifications.

For union positions, the pay range is determined by the Collective Bargaining Agreement (CBA)

$81,069-$94,067

At Dana-Farber Cancer Institute, we work every day to create an innovative, caring, and inclusive environment where every patient, family, and staff member feels they belong. As relentless as we are in our mission to reduce the burden of cancer for all, we are committed to having faculty and staff that offer multifaceted experiences. Cancer knows no boundaries and when it comes to hiring the most dedicated and diverse professionals, neither do we. If working in this kind of organization inspires you, we encourage you to apply.

Dana-Farber Cancer Institute is an equal opportunity employer and affirms the right of every qualified applicant to receive consideration for employment without regard to race, color, religion, sex, gender identity or expression, national origin, sexual orientation, genetic information, disability, age, ancestry, military service, protected veteran status, or other characteristics protected by law.