Patient Relations Grievance Specialist

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

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