Grievance Coordinator

Overview

Position Purpose The Grievance Coordinator is responsible for managing, investigating, and resolving patient grievances and complaints in compliance with applicable federal and state regulations, accreditation standards, and organizational policies. This position plays a vital role in ensuring the voice of the patient is heard and that concerns are addressed with compassion, efficiency, and fairness. The Coordinator works collaboratively with departments across the organization to resolve issues and improve service delivery, and supports the Compliance team with reporting and quality improvement initiatives.

• Receive, log, and acknowledge patient complaints and grievances via phone, email, mail, and in person.
• Conduct thorough and impartial investigations of grievances, working closely with clinic staff, leadership, and other departments.
• Ensure grievances are resolved within required time frames.
• Prepare formal written responses to complainants in accordance with regulatory and internal standards.
• Track and maintain documentation of grievance cases in a secure and confidential manner.
• Generate monthly, quarterly, and annual reports on grievance trends and resolution outcomes for leadership and board review.
• Identify systemic issues or risk areas and escalate to the Compliance Officer as needed.
• Assist in developing and delivering staff training related to complaint resolution, customer service, and compliance.
• Support audits and site visits by preparing required grievance logs, case summaries, and supporting documentation.
• Collaborate with Quality Improvement, Risk Management, and Patient Experience teams to enhance services and reduce recurrence of complaints.
• Maintain up-to-date knowledge of grievance regulations and compliance requirements.
• Perform other duties as assigned.

• High school diploma or equivalent.
• 2+ years of experience in healthcare, customer service, case management, or compliance.
• Excellent verbal and written communication skills.
• Strong problem-solving and organizational skills.
• Ability to maintain professionalism, confidentiality, and sensitivity in high-stress or emotionally charged situations.
• Proficiency in Microsoft Office Suite and case management databases.

• Associate or Bachelor’s degree in Healthcare Administration, Public Health, Social Work, or related field.
• Bilingual (English/Spanish) preferred.
• Familiarity with FQHC, CMS, Medi-Cal, or HIPAA regulations.
• Prior experience in a grievance or patient advocacy role.
• All JWCH, Wesley Health Centers workforce members are recommended to be fully vaccinated against COVID-19.

At JWCH Institute, Inc., we believe in taking care of those who take care of others. If you work 30+ hours per week, you’ll enjoy competitive pay and a robust benefits package that includes:

• Medical, Dental, Vision
• Monthly employer-sponsored allowance for assistance with health premiums.
• Funded Health Savings Account (up to deductible) to assist with carrier-approved medical expenses.
• Paid time off (vacation, sick leave) and 13 paid holidays.
• 401(k) Safe Harbor Profit Sharing plan.
• Mileage reimbursement.
• Short- and long-term disability plans (LTD/STD).
• Life insurance policy & AD&D, and more!

Become part of a team where your work matters. Apply today and help us change lives, one patient at a time.

JWCH Institute, Inc + Wesley Health Centers is an Equal Opportunity and Fair Chance Employer.