Tufts Medicine is Looking for A Patient Relations Specialist With Fantastic Customer Service Skills!!

Melrose/Wakefield Hospital, part of the Tufts Medicine system, has been offering the highest quality and accessible healthcare to the local community for over 130 years.  With two hospital campuses, Level III Trauma Center, Level III Special Care Nursery, Breast Health Center, Cardiovascular Center and over 20 locations and 50 specialties, Melrose/Wakefield Hospital offers many opportunities to grow your career.  

If you are passionate about providing care in your local community, come join our team at Melrose/Wakefield Hospital.

Why Join Us?

• Competitive salaries

• Medical, dental, vision insurance that start on day one

• 403(b) retirement plan with company match

• Generous earned time benefits

• Tuition reimbursement

• Clinical mobility tracks

• Free on-campus parking

Location: Melrose/Wakefield Hospital - 585 Lebanon Street - Melrose, MA

Hours: 40 hours - Mon - Friday 8:00am - 4:30pm with no weekends

Job Overview 

Under general supervision, manages, investigates, and responds to patient complaints and grievances for both hospital and clinic patients.  Highly visible on all hospital units and throughout the campus and works with various managers and physicians to de- escalate angry patients and families.  Provides support and resource services to patients and families.  Provides support and resources services to patients and families of diverse populations.  Responsible for recording and reporting all interactions and maintaining appropriate documentation while maximizing patient satisfaction.  Works closely with risk management department on sever grievances involving litigation.  Assures the organization remains compliant with the CMS regulations and Joint Commission Standards relating to the disposition of patient grievances. 

Minimum Qualifications

1. Associate’s degree in healthcare management.

2. Two (2) years of related experience in the healthcare industry.

Duties and Responsibilities

The duties and responsibilities listed below are intended to describe the general nature of work and are not intended to be an all-inclusive list.  Other duties and responsibilities may be assigned. 

1. Processes and follows up with patient inquiries via, email, phone, fax, mail and from internal resources. 

2. Acts as liaison and support for patients and/or families with questions, seeking help or having difficulty navigating the healthcare system through in-person visits, telephone, email, or patient surveys.   

3. Serves as the patient’s representative in communicating patient concerns regarding care or service to involved departments and services.  Utilizes electronic feedback system to record activity. 

4. Investigates complaints through chart review, interviews with clinical leadership and staff, and topic research.  Compiles findings. 

5. Communicates findings back to patient/family.  Develops response letters to complaints and grievances as defined by DPH and CMS, respectively. 

6. Provides recommendations for the most efficient resolution of patient complaints 

7. Maintains timely and accurate