Grievance Coordinator

Baystate Health; Springfield (MA); On-site; USD 35,000 - 47,000; Full time

Job summary

Baystate Health in Springfield, MA is seeking a Grievance Coordinator to join the Quality & Patient Safety team. You will intake, investigate, and resolve patient and family grievances while advocating for patients with empathy and professionalism.

Collaborating with clinical and administrative teams, you will identify opportunities to improve the patient experience, ensure regulatory compliance, and prepare timely written responses. Monday–Friday, 8:00 AM–4:30 PM.

Qualifications

• Minimum of three years of experience in customer service, healthcare, patient relations, regulatory, or related setting.
• Strong communication, active listening, interpersonal, and conflict-resolution skills.
• Excellent judgment, organization, and attention to detail.
• Ability to manage sensitive situations with professionalism, empathy, and discretion.
• Strong written communication skills and ability to manage multiple priorities independently.

Responsibilities

• Receive, triage, investigate, and coordinate the resolution of patient and family complaints and grievances.
• Serve as a patient advocate while maintaining objectivity, confidentiality, and regulatory compliance.
• Use active listening, empathy, and de-escalation to navigate sensitive situations.
• Collaborate with clinical teams and leadership to investigate concerns and identify resolutions.
• Prepare clear, professional written responses and maintain accurate documentation.
• Escalate complex or high-risk concerns to appropriate leadership.
• Coordinate family meetings and other forums related to patient concerns.
• Identify trends and provide recommendations to improve patient experience and service delivery.
• Provide guidance and education to staff related to customer service and empathetic patient interactions.

Skills

Customer service

Healthcare

Patient relations

Regulatory

Communication

Active listening

Conflict-resolution

Organization

Attention to detail

Discretion

Written communication

Education

Bachelor’s degree

Job description

Grievance Coordinator### Grievance CoordinatorApply: Springfield, Massachusetts: Full time: Posted Today: R44033**Position Overview**Baystate Health is seeking a **Grievance Coordinator** to join our Quality & Patient Safety team. Reporting to the Manager of Patient Relations, this role serves as a key liaison between patients, families, and the organization in the intake, investigation, and resolution of complaints and grievances.The Grievance Coordinator uses strong **emotional intelligence, communication, and conflict-resolution skills** to navigate sensitive concerns, advocate for patients, and partner with clinical and administrative teams to achieve timely, objective, and appropriate resolutions. This role also helps identify opportunities to improve the patient experience and supports compliance with regulatory and accreditation requirements.**Key Responsibilities*** Receive, triage, investigate, and coordinate the resolution of patient and family complaints and grievances.* Serve as a patient advocate while maintaining objectivity, confidentiality, and compliance with regulatory requirements.* Use active listening, empathy, and de-escalation skills to navigate challenging or sensitive situations.* Collaborate with clinical teams, leaders, and interdisciplinary partners to investigate concerns and identify appropriate resolutions and service recovery opportunities.* Prepare clear, professional, and timely written responses and maintain accurate documentation.* Escalate complex or high-risk concerns to appropriate leadership.* Coordinate family meetings and other forums related to patient concerns.* Identify trends and provide recommendations that support improvements in patient experience and service delivery.* Provide guidance and education to staff related to customer service and empathetic patient interactions.**Schedule:** Monday–Friday, 8:00 AM–4:30 PM**Required Qualifications*** Minimum of **three years of experience** in customer service, healthcare, patient relations, regulatory, or a related setting.* Strong communication, active listening, interpersonal, and conflict-resolution skills.* Excellent judgment, organization, and attention to detail.* Ability to manage sensitive situations with professionalism, empathy, and discretion.* Strong written communication skills and ability to manage multiple priorities independently.**Preferred Qualifications*** **Bachelor’s degree**, preferably a Bachelor of Science.**Why This Role Matters**This is an opportunity to make a meaningful impact on the patient experience by ensuring patients and families **feel heard, respected, and supported** while helping Baystate Health turn concerns into opportunities for service recovery and improvement.**Education:**Bachelor of Science**Certifications:****Compensation**Note: The compensation range(s) in the table below represent the base salaries for all positions at a given grade across the health system. Typically, a new hire can expect a starting salary somewhere in the lower part of the range. Actual salaries may vary by position and will be determined based on the candidate's relevant experience. No employee will be paid below the minimum of the range. Pay ranges are listed as hourly for non-exempt employees and based on assumed full time commitment for exempt employees.Minimum - Midpoint - Maximum$25.26 - $29.03 - $34.33**Equal Employment Opportunity Employer**Baystate Health is an Equal Opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, marital status, national origin, ancestry, age, genetic information, disability, or protected veteran status.