Patient-Family Relations Program Manager

Overview

The Patient-Family Relations Program Manager is an integral member of the Department of Quality and Patient Safety (QPS) at Dana-Farber Cancer Institute (DFCI). This role combines frontline patient/family advocacy with program and project management to personalize and humanize the hospital experience. Serving across outpatient and inpatient locations for both adult and pediatric populations, the Program Manager helps lead the efforts of the Office of Patient/Family Relations to compassionately liaise among patients, families, and staff. This role manages activities within the complaint and grievance process – including intake, triage, investigation, service recovery, resolution, and documentation – ensuring timely, coordinated responses in accordance with regulatory requirements and Institute policies. The Program Manager also supports staff in navigating complex patient/family situations and connects teams with Institute resources such as Social Work, Psychosocial Oncology, and Patient & Family Programs & Services.

At the program level, the Patient-Family Relations Program Manager supports and executes initiatives of the Office of Patient/Family Relations, managing projects to ensure alignment with program goals, maintaining program quality, and promoting clear, effective coordination and communication across teams and stakeholders. The role collaborates with clinical and operational staff to analyze trends and contribute to improvements in the patient and family experience. Success requires strong program management skills, emotional intelligence, analytic ability and the ability to foster 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 – as well as clinicians and staff – throughout the Institute.

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).

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.

Primary Duties and 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.

Knowledge, Skills and Abilities

• 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.

Minimum Job 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 required.

License/Certification/Registration Required: None

Supervisory Responsibilities: No

Patient Contact: None

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 who offer multifaceted experiences. Cancer knows no boundaries and when it comes to hiring the most dedicated and compassionate 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.

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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).

$81,070.00 - $94,070.00