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 ScienceCertifications:
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 - $34.33Equal 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.
Skills Required
- At least 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
- Bachelor's degree, preferably a Bachelor of Science
Baystate Health Compensation & Benefits Highlights
The following summarizes recurring compensation and benefits themes identified from responses generated by popular LLMs to common candidate questions about Baystate Health and has not been reviewed or approved by Baystate Health.
-
Healthcare Strength — Health coverage is described as offering three medical plan options with a significant employer premium share, HSA contributions, dental and vision, EAP, and a slate of wellness and mental‑health resources. Feedback suggests the integrated Health New England setup can provide strong value when using in‑network providers.
-
Retirement Support — Retirement offerings include 403(b)/401(k) plans with a company match that grows with tenure and access to 457 options, alongside financial coaching and related protections. These elements point to a well‑rounded financial benefits package beyond base pay.
-
Parental & Family Support — Family supports include adoption reimbursement, backup child‑care reimbursement, lactation rooms, and childcare placement assistance. These programs signal tangible, day‑to‑day help for caregivers.
Baystate Health Insights
What We Do
Baystate Health is a not-for-profit, integrated healthcare system serving western Massachusetts through a network of hospitals, medical practices, and health insurance services.
