Patient Relations Grievance Specialist

Baystate Health; Springfield (MA); Presencial; USD 35.000 - 47.000; Tempo integral

Resumo da vaga

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.

Qualificações

• 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.

Responsabilidades

• 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.

Conhecimentos

Customer service

Healthcare

Patient relations

Regulatory

Communication

Active listening

Conflict-resolution

Organization

Attention to detail

Discretion

Written communication

Formação

Bachelor’s degree

Descrição da vaga

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.