Senior Program Manager, Patient/Family Relations

About the role

The Senior Program Manager, Patient/Family Relations (PFR) provides leadership for Dana-Farber’s complaint and grievance program, ensuring Institute-wide compliance with CMS, Joint Commission, DPH, and BORIM requirements. This role is unique in combining direct patient-facing responsibilities with Institute-level accountability: engaging with patients and families in emotionally charged situations while partnering with senior clinical, operational, legal, and risk leaders to ensure fair, compassionate resolution and mitigate institutional risk.

Responsibilities

• Engage with patients and families in emotionally charged situations
• Partner with senior clinical, operational, legal, and risk leaders to ensure fair, compassionate resolution and mitigate institutional risk
• Independently lead resolution of high-risk, complex complaints and grievances across inpatient, outpatient, pediatric, and network sites
• Serve as an institutional resource to leaders on regulatory obligations, patient rights, and service recovery standards

Requirements

• Bachelor's Degree in Business administration, management, healthcare, or a related field
• Nine (9) years of relevant experience with progressively increasing responsibility, including at least six (6) years in program management

Qualifications

• Extensive experience in program management, with a proven track record of delivering complex projects successfully
• Strong leadership and interpersonal skills, with the ability to influence and engage stakeholders at all levels
• Excellent problem-solving and decision-making abilities, with a focus on strategic thinking and innovation
• Proficiency in project management software and tools, with a strong understanding of program management methodologies
• Exceptional communication skills, both written and verbal, with the ability to convey complex information clearly and concisely
• Ability to manage multiple priorities and adapt to changing circumstances in a fast-paced environment
• Strong analytical skills, with the ability to interpret data and make informed decisions

Skills

• Project or Program Management Professional certification (PgMP, PMP, etc.) preferred

Benefits

Located in Boston and the surrounding communities, Dana-Farber Cancer Institute offers a supportive and inclusive environment where every patient, family, and staff member feels they belong. As a leader in cancer research and patient care, we strive to create programs that promote public health, particularly among high-risk and underserved populations.

Pay

$122,700.00 - $132,500.00

Schedule

Full-time