Service Excellence and Performance Improvement Department welcomes new Patient Family Relations Specialist

Cinthia Arias

Cinthia Arias has recently joined the Service Excellence and Performance Improvement Department in the role of Patient Family Relations Specialist. In this role, she will work closely with Patient Family Relations Manager Jaimie Paolucci, LICSW, to support patients and their families as they navigate Brigham and Women’s Faulkner Hospital.

Arias comes to BWFH from Boston Children’s Hospital, where she held several customer service-focused roles over the last 11 years. Most recently, she served as Multiple Sclerosis Program Coordinator in Neuro-Immunology. “I was ready to spread my wings,” she says of her decision to leave Boston Children’s Hospital. “My first visit to BWFH was the day of my interview. Right away, I knew it was for me.”

To prepare her for these customer service-focused roles, Arias studied Hospitality Administration/Management at the Universidad Católica Santo Domingo in the Dominican Republic, where she was born. She later earned a Master of Arts degree in Social Sciences at Lesley University. Arias speaks Spanish fluently and can also converse in Brazilian Portuguese and Cape Verdean Creole. These language skills are invaluable in her new position as she works to help BWFH’s diverse patient population.

In her first few weeks on the job, Arias is getting to know the hospital and her role in listening to patients and families about their concerns. So far, she says the experience has been nothing short of wonderful. “After just one week, I am getting to know people. It makes it feel like home.”

“Cinthia has been a wonderful addition to our group,” says Kae Santos, Director of Service Excellence and Performance Improvement. “Her warmth and passion for service show through in every interaction she has with patients, families and staff.”

Outside of work, Arias enjoys listening to music and being in nature. She has a large extended family in the area and she says there is always something going on.


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