Grievance Coordinator

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.