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SalaryThe Board of Registration in Medicine (BORIM) under the Massachusetts Department of Public Health (DPH) is seeking an experienced professional who will serve as a liaison between consumers and the Board in acknowledging and responding to concerns and questions regarding the complaint process in a supportive and compassionate manner. Support and assist the Consumer Protection Coordinator and Director of Enforcement in triaging consumer complaints appropriately. Responsibilities include reviewing consumer complaints, contacting complainants for more information and requesting additional documents to assist the Complaint Committee in its review.
- Identify high severity, high risk or problem cases for the Director of Enforcement.
- Develop a list of focused questions to be asked of the complainant in cases where more information is needed.
- Contact complainants to obtain additional information, make follow-up inquiries as necessary and document all efforts regarding same in the Consumer Protection Unit (CPU) databases.
- Answer calls from consumers and employ active listening and de-escalation techniques during encounters where the consumer is calling to report an unsatisfactory medical encounter.
- Provide consumer callers with information regarding the complaint process, information regarding other agencies and additional helpful resources.
- Communicate effectively with consumers with respect for differences in cultures, values, beliefs, and ages.
- Identify and discuss with the Clinical Care Investigators and the Director of Enforcement complaints where medical records and expert review are warranted.
- Collaborate with the Clinical Care Investigators and Paralegals to request and obtain necessary medical records.
- Track and report status of pending complaints where more information has been requested or the matter has been sent for expert review.
Required Qualifications:
- Ability to communicate effectively with the general public and deal with individuals who are calling or submitting written complaints regarding highly emotional or stressful situations.
- Skill to establish a rapport with consumers.
- Capacity to gather information through questioning individuals and examining documents.
- Ability to prioritize and produce accurate work products under pressure.
- Talent to write concisely to express thoughts clearly and to develop ideas in a logical sequence.
- Capability to follow written and oral instructions.
- Excellent organizational and planning skills.
- Ability to establish and maintain harmonious working relationships with others.
- Capacity to exercise discretion in handling confidential information.
Preferred Qualifications:
- Proficiency of basic computer skills.
- Strong customer service and interpersonal skills.
About the Board of Registration in Medicine:
The Board of Registration in Medicine’s mission is to ensure that only qualified and competent physicians of good moral character are licensed to practice in the Commonwealth of Massachusetts and that those physicians and health care institutions in which they practice provide to their patients a high standard of care, and support an environment that maximizes the high quality of health care in Massachusetts.
Learn more about our important work: https://www.mass.gov/orgs/board-of-registration-in-medicine
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: Department of Public Health | Mass.gov
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 http://www.mass.gov/hhs/cori
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.
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 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
- Education toward such a degree will be prorated on the basis of the proportion of the requirements actually completed.
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!
COVID Vaccine: As a condition of employment, depending on job assignment and location, employees may be required to have received COVID-19 vaccination and/or other vaccinations, or to have been approved for a vaccination exemption prior to their start date. Details related to compliance with this requirement will be provided to applicants selected for employment.
