Massachusetts Patient Relations Specialist

Job Summary

Serving as a key organizational resource, the full-time Massachusetts Patient Relations Specialist will manage escalated patient complaints, provide guidance on complex issues, and support quality improvement initiatives while working remotely from Massachusetts or neighboring states.

Key responsibilities:

• Acts as a resource for service line leadership on handling complex and sensitive patient issues, offering coaching and support
• Independently evaluates and recommends actions for resolving patient complaints and coordinates investigations with relevant stakeholders
• Collaborates with leadership to communicate best practices and improve standards for handling patient complaints across the organization

Required qualifications:

• 5+ years of experience in member/guest/patient customer service within the healthcare industry
• Experience with electronic tools and applications relevant to the position
• Proven excellent writing and speaking skills for effective complaint resolution
• Solid organizational skills and good judgment
• Primary residence in Massachusetts or a neighboring state (CT, RI, NH, VT, NY)