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. The Senior Program Manager, PFR independently leads resolution of high-risk, complex complaints and grievances across inpatient, outpatient, pediatric, and network sites and serves as an institutional resource to leaders on regulatory obligations, patient rights, and service recovery standards.
- Scope and Complexity: Oversee highly complex, high-impact programs that are critical to the Institute's strategic objectives, involving multiple departments and external partners.
- Decision Making: Lead strategic decision-making processes, with full accountability for program outcomes and resource management.
- Stakeholder Interaction and Communication: Engage with a diverse range of stakeholders, including executive leadership and external partners, to drive program success and foster collaboration across the organization.
- Program Oversight: Lead the planning, rollout, evaluation, and operations of large-scale programs, ensuring they meet deliverables within appropriate scope and budget.
- Quality Improvement and Innovation: Drive innovation and continuous improvement initiatives and align quality objectives with organizational goals.
- Documentation: Maintain accurate program documentation and ensure compliance with institutional policies and procedures.
- Mentorship and Development: Mentor and guide project managers and team members, promoting professional development and a culture of excellence.
Knowledge, Skills, and Abilities- 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.
- Ability to work collaboratively in a team environment.
- 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.
Job Requirements:- Bachelor's Degree in Business administration, management, healthcare, or a related field.
- Nine (9) years of relevant experience with progressively increasing responsibility of which at least six (6) years must be in program management OR comparable roles required.
- Project or Program Management Professional certification (PgMP, PMP, etc.) preferred.
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).
$122,700.00 - $132,500.00
