Complaint Unit Intake Coordinator

The Bureau of Heath Care Safety and Quality (BHCSQ) is seeking a qualified individual to provide programmatic support to the Division’s Complaint Unit. The Program Coordinator supports the effective operation of the Division through administrative and technical support to the unit manager, supervisors and staff. Coordinates all aspects of support including but not limited to processing of facility reported and consumer complaint investigations, file management, responding to requests for information, and processing cases requiring enforcement activity through the Complaint Unit Manager. Supports operation of the Bureau’s Marlborough office and works closely with managers and supervisors throughout the Division to maintain licensure and federal certification databases in an accurate and up to date manner.

The ideal candidate will have experience working in a health care setting as well as an understanding of the regulations and policies that apply to health care facilities in Massachusetts.

Duties and Responsibilities (these duties are a general summary and not all inclusive):

• Monitors the processing of complaint and incident investigations from the time of receipt until resolved and ensures the databases are accurate and up to date according to both the Division’s procedures and federal guidelines on complaint processing.

• Updates necessary protocols and procedures for the processing of complaints.

• Provides on the job training and orientation to clerical staff responsible for complaint processing and to surveyors for complaint report writing using the Division’s applications for producing investigation reports and statements of deficiencies.

• Prepares, reviews, and analyzes reports concerning complaint unit activity and the processing of reports in both the state and federal databases.

• Ensures written reports and correspondence is grammatically correct, accurate and complete

• Responds to written and telephone requests for assistance and information from consumers and other agencies including, but not limited to, the DPH Office of the General Counsel, Office of the Attorney General, Centers for Medicare and Medicaid Services, various professional boards of registration, and other state and federal agencies.

• Ensures all written documentation regarding complaint investigations and associated correspondence is filed in an accurate and timely manner.

• Ensure all documentation regarding complaint investigations is entered in to both the state (“Complaints”) and federal (ASPEN Complaint Tracking System “ACO/ACTS/AEM” and IQIES) databases in an accurate and timely manner.

• Performs other related duties as assigned.

Required Qualifications:

• Knowledge of general report writing.

• Ability to understand, explain and apply the laws, rules, policies and procedures governing assigned unit activities.

• Capacity to analyze and determine the applicability of data to draw conclusions and make appropriate recommendations.

• Ability to gather information by examining records and documents and questioning individuals.

• Capacity to assemble items of information in accordance with established procedures.

• Ability to determine proper format and procedure for assembling items of information.

• Ability to prepare and use charts, graphs, and tables.

• Ability to prepare general reports.

• Ability to give written and oral instructions in a precise, understandable manner.

• Ability to establish and maintain harmonious working relationships with others.

• Capacity to adjust to varying or changing situations to meet emergency or changing program requirements.

• Ability to exercise discretion in handling confidential information.

Preferred Qualifications:

• Proficiency with Microsoft Office, especially Word, Excel, and PowerPoint.

• Self-starter with excellent organizational skills, and the ability to prioritize work assignments independently.

About the Department of Public Health:

The mission of the Massachusetts Department of Public Health (DPH) is to prevent illness, injury, and premature death, to assure access to high quality public health and health care services, and to promote wellness and health equity for all people in the Commonwealth.

We envision a Commonwealth in which all people enjoy optimal health. Massachusetts ranks among the healthiest of states according to comparative analyses, but we face numerous challenges, including chronic and infectious disease, substance abuse, violence, preventable hospitalizations, and health disparities.

DPH coordinates programs and policies to address specific diseases and conditions and offer services to address the needs of vulnerable populations. We also develop, implement, promote, and enforce regulations and policies to assure that the conditions under which people live are most conducive to health and enable people to make healthy choices for themselves and their families. We license health professionals, healthcare facilities and a variety of businesses that impact public health. We operate the state laboratory and four public health hospitals. We monitor health status and manage vital records including births, marriages and deaths. We educate people about public health issues and work closely with local boards of health and community partners to identify and solve public health problems.

More information can be found at: MA Department of Public Heal th​

Pre-Hire Process:

A criminal background check will be completed on the recommended candidate as required by the regulations set forth by the Executive Office of Health and Human Services prior to the candidate being hired. For more information, please visit http://www.mass.gov/hhs/cori

Education, licensure and certifications will be verified in accordance with the Human Resources Division's Hiring Guidelines.

Education and license/certification information provided by the selected candidate(s) is subject to the Massachusetts Public Record Law and may be published on the Commonwealth's website.

ADA Reasonable Accommodation:

If you require a reasonable accommodation with the application/interview process, please contact us at: EOHHS Candidate ADA Requests

For questions regarding this requisition, please contact the Executive Office of Health and Human Services Human Resources at 1-800- 510-4122 Ext. #4.