Complaint Unit Intake Coordinator

The Massachusetts Department of Public Health's (DPH) Bureau of Health Care Safety & Quality is seeking a qualified candidate that will provide administrative and technical support to the complaint unit manager, supervisors and staff. The incumbent will prepare reports, proofread correspondence, and respond to inquiries regarding regulatory inspection and investigation activities. The Complaint Unit Intake Coordinator will also process and maintain database updates relative to cases, incidents and complaints as well as act as a Liaison with Centers for Medicare and Medicaid Services- Boston to obtain authorization to conduct onsite investigations for all deemed providers.

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

• Coordinates unit activities regarding the distribution, review, and processing of regulatory, inspection, and investigation documentation related to health care providers. Ensures incoming submissions are accurate, complete, and compliant with regulatory requirements and Division protocols.
• Responds to external inquiries, provides information, and liaisons with providers and other agencies to obtain missing information as needed.
• Processes updates and maintains state (Healthcare Facility Reporting System, Facility Master File) and federal (ASPEN or IQIES) databases for regulatory, inspection, and investigation activities.
• Prepares, proofreads, and edits correspondence related to regulation, inspection, and investigation of health care providers and suppliers.
• Uses inspection and investigation databases to document inspection and investigation data, ensure timeliness of activities, and distributes needed documents to the surveyor.
• Acts as a Liaison with CMS to obtain authorization required to conduct an onsite investigation, when applicable.
• Responds to internal and external consumer inquiries relative to complaint status, regulatory, inspection, and investigation findings.
• Oversees and processes all incoming mail, emails, and fax reports, including responding to incoming correspondence and / or gather additional information when needed
• Supports Division compliance with the Public Records Law (MGL Chapter 66, Section 10) by tracking and responding to public record requests in coordination with unit and Division staff.
• Provides administrative and technical support to complaint unit managers, supervisors and staff.
• Responds to external inquiries, provides information, and liaisons with providers and other agencies to obtain missing information as needed.

Required Qualifications :

Preferred Qualifications :

Location : Position is based in the Department's Marlborough office located at 67 Forest Street, Marlborough.

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 : www.mass.gov / DPH

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 Record Law and may be published on the Commonwealth's website.

If you require assistance with the application / interview process and would like to request an ADA accommodation, please click on the link and complete the ADA Reasonable Accommodation Online Request Form

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

Qualifications :

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

MINIMUM ENTRANCE REQUIREMENTS : Applicants must have at least (A) two years of full-time, or equivalent part-time, professional, administrative or managerial experience in business administration, business management or public administration the major duties of which involved program management, program administration, program coordination, program planning and / or program analysis, or (B) any equivalent combination of the required experience and the substitutions below.

Substitutions :

I. A Bachelor's or higher degree with a major in business administration, business management or public administration may be substituted for the required experience.

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

Salary placement is determined by a combination of factors, including the candidate's years of directly related experience and education, and alignment with our internal compensation structure as set forth by the Human Resources Division's Hiring Guidelines. For all bargaining unit positions (non-management), compensation is subject to the salary provisions outlined in the applicable collective bargaining agreement and will apply to placement within the appropriate salary range.

Comprehensive Benefits

When you embark on a career with the Commonwealth, you are offered an outstanding suite of employee benefits that add to the overall value of your compensation package. We take pride in providing a work experience that supports you, your loved ones, and your future.

Want the specifics? Explore our Employee Benefits and Rewards!

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

The Commonwealth is an Equal Opportunity Employer and does not discriminate on the basis of race, religion, color, sex, gender identity or expression, sexual orientation, age, disability, national origin, veteran status, or any other basis covered by appropriate law. Research suggests that qualified women, Black, Indigenous, and Persons of Color (BIPOC) may self-select out of opportunities if they don't meet 100% of the job requirements. We encourage individuals who believe they have the skills necessary to thrive to apply for this role.