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State of Massachusetts Policy Coordinator/Patient Complaint Investigator (Management Analyst II) in Tewksbury, Massachusetts

Tewksbury Hospital under the Department of Public Health (DPH), a 370 bed Joint Commission accredited hospital, is currently hiring for the position of Policy Coordinator/Patient Complaint Investigator (Management Analyst II). The hospital provides a broad treatment of care and comfort to adults with medical and/or mental illnesses.

The incumbent conducts investigations on patient complaints, coordinates the maintenance of the complaint log, coordinates hospital wide policies and plans, carries out administrative duties of the Quality Management Department, adheres to HIPAA regulations, and performs related duties as assigned.

Please Note: This position is 37.5 hours per week, Day shift, Saturday and Sunday off.

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

  • Conducts investigations on patient complaints and other complaints as assigned by the Compliance Manager relative to patient care as needed and ensures process is carried through to completion in accordance with pertinent policies and procedures.

  • Coordinates the maintenance of the Complaint Log such that all complaints are logged in on the day in which they are received in the Quality Management Department, consultation with the Compliance Manager is sought relative to assignment of investigator, letters are sent to the complainant in a timely manner in the event of a delay and dates tracked accordingly, and the log is completed in its entirety upon issuance of the Decision and Action memo. * *

  • Carries out administrative activities of the Quality Management Department inclusive of serving as a member on assigned hospital-wide committees/work groups and updating department members during regularly scheduled staff meetings.

  • Assistsmanagement in operating more efficiently and effectively by managing the triennial review and revision of Hospital-wide policies and plans as required by The Joint Commission. Works directly with Senior Managers in the designation and programming of policy reviewers and approvers in the Policy-Tech policy management software program. Designs, evaluates and recommends changes. Troubleshoots with IT staff regarding ongoing maintenance and support of PolicyTech software. Analyzes report output and compiles information for management use from automated records to determine employee compliance with policy review and forwards to Department Heads for action as appropriate.

  • Adheres to HIPAA regulations and confidentiality policies by securing PHI by use of envelopes, shredding and locking confidential information when not in office, maintaining confidentiality of password and ensuring that it contains alphanumeric characters, maintaining confidentiality with all department data, securing Director’s approval prior to disseminating any information requests, and reviewing all issued HIPAA Alerts to ensure current knowledge of HIPAA activities both locally and at the national level.

  • Performs related duties as required and working as a team player in the Quality Management Department by providing assistance and office coverage as necessary and maintaining a level of professionalism and confidentiality of services and activities.

_Required Qualifications:_

  • Effective communication skills.

  • Excellent organizational skills, including the ability to determine proper format for assembling items of information in accordance with established procedures and maintaining accurate records.

  • Ability to establish rapport, deal effectively with others and work in a team setting.

  • Demonstrated competency in working independently, exercising sound judgement and positively adjusting to changing situations to meet emergencies or changing program or production requirements.

_Preferred Qualifications:_

  • Previous working experience managing patient complaints, and/or concerns in a healthcare facility including interviewing patients as necessary.

  • Bachelor’s Degree in a healthcare related field.

_About Tewksbury Hospital:_

Tewksbury Hospital offers a broad range of services including a physician on site at all times, around-the-clock nursing care, rehabilitation services including physical therapy, occupational therapy, and speech therapy, psychology services, social services, nutritional services, and an on-site dialysis clinic.

Learn more about our important work:

_Total Compensation:_

As an employee of the Commonwealth of Massachusetts you are offered a great career opportunity influencing a wide-spectrum of services to the diverse populations we serve - but it's more than a paycheck. The State's total compensation package features an outstanding set of employee benefits which you should consider towards your overall compensation, including:

  • 75% state paid medical insurance premium

  • Reasonable Dental and Vision Plans

  • Flexible Spending Account and Dependent Care Assistance programs

  • Low cost basic and optional life insurance

  • Retirement Savings: State Employees' Pension and a Deferred Compensation 457(b) plan

  • 12 paid holidays per year and competitive Sick, Vacation and Personal Time

  • Tuition benefit for employee and spouse at state colleges and universities

  • Short-Term Disability and Extended Illness program participation options

  • Incentive-based Wellness Programs

  • Professional Development and Continuing Education opportunities

  • Qualified Employer for Public Service Student Loan Forgiveness Program

_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

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 Records Law and may be published on the Commonwealth’s website.

For questions about this requisition, please contact Human Resources at 978-851-7321 x2347.

Questions or issues regarding access/login credentials to MassCareers, please contact the Mass HR ESC at 617-979-8500.

First consideration will be given to those applicants that apply within the first 14 days.

MINIMUM ENTRANCE REQUIREMENTS: Applicants must have at least (A) three years of full-time, or equivalent part-time, professional experience in work simplification, management analysis, program analysis, methods analysis, economic analysis, fiscal analysis, financial analysis, budget analysis or in program administration or program management or (B) any equivalent combination of the required experience and the substitutions below.


I. A Bachelor's degree with a major in business administration, business management, public administration, industrial engineering or industrial management may be substituted for a maximum of two years of the required experience.*

II. A Graduate degree with a major in business administration, business management, public administration, industrial engineering or industrial management may be substituted for the required experience.*

III. A Bachelor's degree or higher degree with a major other than in business administration, business management, public administration, industrial engineering or industrial management may be substituted for a maximum of one year of the required experience.*

*Education toward such a degree will be prorated on the basis of the proportion of the requirements actually completed.

An Equal Opportunity / Affirmative Action Employer. Females, minorities, veterans, and persons with disabilities are strongly encouraged to apply.

Job: *Administrative Services

Organization: *Department of Public Health

Title: Policy Coordinator/Patient Complaint Investigator (Management Analyst II)

Location: Massachusetts-Tewksbury-365 East Street

Requisition ID: 21000395