Clerk, Complaint Unit

Commonwealth of Massachusetts - Boston, MA (30+ days ago)3.9

The Massachusetts Department of Public Health’s (DPH) Bureau of Health Care Safety & Quality is seeking a qualified candidate to provide clerical support for the Complaint Unit, which will include data entry of facility reported incidents and consumer complaints and allegations using standard office equipment and processing of completed complaints and on-site investigations in Federal and state data bases.

  • Please note that this position is currently based at 99 Chauncy Street in Boston, MA. It is anticipated that in July 2019, this site will potentially be relocated to one of the following cities/towns: Framingham, Hopkinton, Hudson, Marlborough, Northborough, Southborough or Westborough. This position will be transferred to the new location when this occurs.*
Duties and Responsibilities (these duties are a general summary and not all inclusive):

Performs computerized data entry of facility reported incident and consumer complaints and allegations.
Creates on-site cases as directed and in accordance with Department Guidelines using computer data-bases.
Performs computerized data entry of completed cases, incidents, and complaints in Federal and state data bases.
Explains to a consumer or provider documents related to complaint and survey findings.
Communicates to surveyors and other staff, consumers, providers, use of the Aspen Complaint Tracking System and Health Care Facility reporting System.
Prepares and files correspondence, reports, records, as directed and per Department Guidelines and Protocols- including paper and electronic formats.
Assists in requesting and coordinating the transfer of files to off-site storage locations as well as internal records.
Assists in obtaining records and files from off-site storage locations.
Prepares standardized forms.
Receives and distributes incoming mail and related materials as directed within the Department.
Answers telephones and documents calls received as instructed and per guidelines.
Copies records, notices, and related Department documents as assigned.
Retrieves and distributes facsimiles, and sends facsimiles as directed.
Prepares consumer letters, work tools, handouts, products, binders, and training materials as assigned.
Reviews reports and Department records for accuracy, grammar, punctuation, formatting, as assigned and in accordance with Department policies, protocols, and guidelines.
Assists in arranging for meetings, conference calls, and webinars as directed.
Notifies appropriate people of significant issues in a timely manner.
Ensures that all communications of the unit are consistent with privacy requirements applicable to private health information and other personal information.
Works with intake, complaint, licensure, and recertification survey staff to promote a strong team approach to meet the goals of the Department for incident and complaint investigation.
Although incumbent is assigned to the Complaint Unit, assignments may include performing work to assist the recertification or licensure program based on the operational needs of the Department.
Trains others in clerk-related tasks as assigned
Other duties as assigned.

Preferred Qualifications:
Ability to communicate in a clear, timely, effective and supportive manner with peers, supervisors, outside agencies, providers, and the public.
Ability to understand, explain and apply the laws, rules, policies and procedures governing assigned unit activities.
Knowledge of clerical office practices and procedures including office record keeping, office correspondence control, they types and uses of office equipment and supplies and business letter preparation.
Ability to read, write and comprehend the English language, including spelling, word meaning, word usage, grammar, punctuation and spelling.
Ability to assemble items of information in accordance with established procedures.
Ability to work with names, numbers, codes and/or symbols.
Ability to file material in accordance with standard filing procedures.
Ability to maintain accurate records.
Ability to communicate effectively in oral expression.
Skill in operating general office machines and equipment.
Ability to determine the proper format and procedure for assembling items of information.
Ability to exercise sound judgement.
Knowledge of the principles, practices and techniques of supervision.
Ability to coordinate the efforts of others in accomplishing assigned work objectives.

Agency Mission:
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.

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
11 paid holidays per year and competitive Sick, Vacation and Personal Time
Tuition Remission 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-Offer 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, please contact Health Human Resources at 1-800-850-6968.


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

Applicants must have at least (A) three years of full-time, or equivalent part-time, experience in office work, or (B) and equivalent combination of the required experience and the substitutions below:

I. A diploma as evidence of graduation from the commercial or business course of a recognized high school or vocational/technical high school may be substituted for a maximum of one year of the required experience. *

II. A diploma as evidence of graduation from a course other than the commercial or business course of a recognized high school or vocational/technical high school or possession of a Massachusetts high school equivalency certificate may be substituted for a maximum of eight months of the required experience. *

III. A diploma for completion of a one year, full-time, or equivalent part-time, program in a recognized, non-degree granting business or secretarial school above the high school level may be substituted for a maximum or one year of the required experience. *

IV. A diploma for completion of a two-year, full-time, or equivalent part-time, program in a recognized, non-degree granting business or secretarial school above the high school level may be substituted for two years of the required experience.*

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