Complaint Unit Processing Coordinator

Commonwealth of Massachusetts; Marlborough (MA); Hybrid; USD 67,000 - 96,000; Full time

Job summary

Commonwealth of Massachusetts seeks a Program Coordinator for the Complaint Unit to coordinate and monitor complaint surveys for health care facilities. You will track progress, finalize records for archival, and attach survey documents in ASPEN/IQIES, liaising with CMS and internal groups.

The role requires document accuracy, timely processing, and collaboration with CMS staff. A background in public health administration and strong writing/office skills are a plus for this full-time position

Qualifications

• Two years of professional/administrative or managerial experience in program management, coordination or analysis.
• Substitution: a Bachelor's or higher degree in business/public administration may substitute for up to one year of experience.
• Education toward such a degree prorated per completion.

Responsibilities

• Coordinate updating the survey tracking database with status of surveys during the complaint process.
• Process complaint surveys in ASPEN and IQIES systems.
• File, photocopy, scan, distribute, and mail deficiency statements and related materials.
• Distribute copies of letters/forms to agencies and staff.
• Ensure written reports are accurate and complete and filed timely.
• Coordinate completion of surveys referred to the Legal Department and other agencies.
• Act as liaison with CMS Boston location processing and enforcement staff.

Skills

Report writing

Effective communication

Data analysis

General reports/charts/tables

Education

Bachelor's degree in business/public administration

Tools

Word

Excel

PowerPoint

Job description

An Official website of the Commonwealth of Massachusetts

Job Description - Complaint Unit Processing Coordinator (260005RM)

Job Description

Description

The Massachusetts Department of Public Health (DPH) Bureau of Health Care Safety and Quality, Division of Health Care Facilities Licensure and Certification (DHCFLC)is seeking a Program Coordinator to coordinate and monitor the processing of complaint surveys for all health care facilities overseen by the department, including tracking and timely completion, finalize records for archival and attach survey documents in ASPEN and IQIES.The Program Coordinator serves as a liaison with CMS processing and enforcement staff and collaborates with internal DPH groups and CMS partners working closely with DHCFLC.

Duties and Responsibilities (these duties are a general summary and not all inclusive):

Coordinates the updating of survey tracking database with status of surveys throughout the Complaint process in an accurate and timely manner as mandated by the Commonwealth and Center for Medicare and Medicaid Services.

Responsible for the processing of the Complaint surveys of health care providers within ASPEN and IQIES systems.

Coordinates and performs as necessary the filing, photocopying, scanning, distribution and mailings of deficiency statements,correspondence and other materials relating to the survey process.

Coordinates the distribution of copies of letters and forms to appropriate Agencies, Staff and Departments

Ensures written reports and correspondence is grammatically correct, accurate and complete.

Ensures all written documentation regarding complaint investigations and associated correspondence is filed in an accurate and timely manner

Coordinates the completion of any surveys referred to the Legal Department and other agencies as appropriate.

Acts as liaison with CMS Boston location processing and enforcement staff

Required Qualifications:

• Knowledge of general report writing.
• Ability to communicate effectively.
• Capacity to analyze and determine the applicability of data to draw conclusions and make appropriate recommendations.
• Ability to prepare and use general reports, charts, graphs, and tables.

Preferred Qualifications:

Proficiency with Microsoft Office, especially Word, Excel, and PowerPoint.

Self-starter with excellent organizational skills, and the ability to prioritize work assignments independently.

About the Department of Public Health:

The mission of the Massachusetts Department of Public Health (DPH) is to prevent illness, injury, and premature death, to assure access to high quality public health and health care services, and to promote wellness and health equity for all people in the Commonwealth.

We envision a Commonwealth in which all people enjoy optimal health. Massachusetts ranks among the healthiest of states according to comparative analyses, but we face numerous challenges, including chronic and infectious disease, substance abuse, violence, preventable hospitalizations, and health disparities.

DPH coordinates programs and policies to address specific diseases and conditions and offer services to address the needs of vulnerable populations. We also develop, implement, promote, and enforce regulations and policies to assure that the conditions under which people live are most conducive to health and enable people to make healthy choices for themselves and their families.

We license health professionals, healthcare facilities and a variety of businesses that impact public health. We operate the state laboratory and four public health hospitals. We monitor health status and manage vital records including births, marriages and deaths. We educate people about public health issues and work closely with local boards of health and community partners to identify and solve public health problems.

A criminal background check will be completed on the recommended candidate as required by the regulations set forth by the Executive Office of Health and Human Services prior to the candidate being hired. For more information, please visit http://www.mass.gov/hhs/cori

Education, licensure and certifications will be verified in accordance with the Human Resources Division's Hiring Guidelines.

Education and license/certification information provided by the selected candidate(s) is subject to the Massachusetts Public Record Law and may be published on the Commonwealth's website.

For questions regarding this requisition, please contact the Executive Office of Health and Human Services Human Resources at 1-800- 510-4122 Ext. #4.

Qualifications

MINIMUM ENTRANCE REQUIREMENTS: Applicants must have at least (A) two years of full-time, or equivalent part-time, professional, administrative or managerial experience in business administration, business management or public administration the major duties of which involved program management, program administration, program coordination, program planning and/or program analysis, or (B) any equivalent combination of the required experience and the substitutions below.

Substitutions:

I. A Bachelor's or higher degree with a major in business administration, business management or public administration may be substituted for the required experience.*

II. A Bachelor's or higher degree with a major other than in business administration, business management or public administration may be substituted for a maximum of one year of the required experience.*

*Education toward such a degree will be prorated on the basis of the proportion of the requirements actually completed.

Salary placement is determined by a combination of factors, including the candidate’s years of directly related experience and education, and alignment with our internal compensation structure as set forth by the Human Resources Division’s Hiring Guidelines. For all bargaining unit positions (non-management), compensation is subject to the salary provisions outlined in the applicable collective bargaining agreement and will apply to placement within the appropriate salary range.

When you embark on a career with the Commonwealth, you are offered an outstanding suite of employee benefits that add to the overall value of your compensation package. We take pride in providing a work experience that supports you, your loved ones, and your future.

An Equal Opportunity / Affiantive Action Employer. Females, minorities, veterans, and persons with disabilities are strongly encouraged to apply.

The Commonwealth is an Equal Opportunity Employer and does not discriminate on the basis of race, religion, color, sex, gender identity or expression, sexual orientation, age, disability, national origin, veteran status, or any other basis covered by appropriate law. Research suggests that qualified women, Black, Indigenous, and Persons of Color (BIPOC)may self-select out of opportunities if they don't meet 100% of the job requirements. We encourage individuals who believe they have the skills necessary to thrive to apply for this role.

Primary Location

United States-Massachusetts-Marlborough - 67 Forest Street

Job

Administrative Services

Agency

Department of Public Health

Schedule

Full-time

Shift

Day

Job Posting

Aug 21, 2026, 7:08:57 PM

Number of Openings

1

Salary

66,890.20 - 96,266.04 Yearly

If you have Diversity, Affiantive Action or Equal Employment Opportunity questions or need a Reasonable Accommodation, please contact Diversity Officer / ADA Coordinator : Sandra Semedo/ [e-mail] - 6173524250

Bargaining Unit : 06-NAGE - Professional Admin.

Confidential : No

Potentially Eligible for a Hybrid Work Schedule : Yes