Dana-Farber Cancer Institute
Boston, MA
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. Located in Boston and the surrounding communities, Dana-Farber Cancer Institute is a leader in life changing breakthroughs in cancer research and...