Complaint Unit Intake Coordinator

Commonwealth of Massachusetts • Marlborough, MA

1d • Onsite

About The Position

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.

Requirements

• 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.

Nice To Haves

• Proficiency with Microsoft Office, especially Word, Excel, and PowerPoint.
• Self-starter with excellent organizational skills, and the ability to prioritize work assignments independently.

Responsibilities

• 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.

Benefits

• Comprehensive Benefits
• outstanding suite of employee benefits that add to the overall value of your compensation package
• work experience that supports you, your loved ones, and your future

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level
• Education Level: Associate degree