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.

• 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.

• 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.

Bachelor's degree, preferably a Bachelor of Science.

Monday-Friday, 8:00 AM-4:30 PM

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.

Bachelor of Science

Compensation

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

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.

Baystate Health (BH) is one of New England's leading and largest integrated health care organizations, serving a population of nearly one million people throughout western New England. With roots dating back to the founding of Springfield City Hospital in 1873, Baystate Health has been providing high-quality and compassionate health care in western Massachusetts for more than 145 years. With more than 12,000 employees, a medical staff of nearly 3,100 physicians, and a net patient service revenue of more than $1.4 billion, the ever-growing health system includes five Massachusetts hospitals and the Baystate Mary Lane Outpatient Center in Ware:
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