Grievance Coordinator

100 Baystate Medical Center; United States; On-site; USD 35,000 - 47,000; Full time

Job summary

Baystate Health seeks a Grievance Coordinator to join the Quality & Patient Safety team, acting as a key liaison for patients and families in intake, investigation, and resolution of complaints and grievances. The role emphasizes empathy, strong communication, and objective, timely service recovery.

Reporting to the Manager of Patient Relations, you will collaborate with clinical and administrative teams to navigate sensitive concerns, ensure confidentiality, and support regulatory and

Qualifications

• 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 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.

Skills

Customer service

Healthcare experience

Patient relations

Regulatory awareness

Communication

Active listening

Interpersonal skills

Conflict resolution

Written communication

Education

Bachelor’s degree

Job description

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.

About Baystate Health

Baystate Health is a not-for-profit, integrated healthcare system with hospitals, physician practices, a health plan and more serving over 800,000 people throughout western New England. Baystate Health is the safety net provider in Western Massachusetts. With roots dating to the founding of Springfield Hospital in 1883, Baystate Health has been providing high-quality, compassionate and accessible care in the Pioneer Valley for more than 140 years and continues to be a pillar of its community - rooted here, serving here, and helping generations thrive here. With a focus on advancing health for all, Baystate is not only a keystone of the region, it is a national leader in health care. Learn more at BaystateHealth.Org The ever-growing health system includes six Massachusetts hospitals: Baystate Medical Center in Springfield Baystate Children’s Hospital (located at Baystate Medical Center) Baystate Franklin Medical Center in Greenfield Baystate Wing Hospital in Palmer Baystate Noble Hospital in Westfield Baystate Mercy Hospital in Springfield