Health Services & Facilities Consultant

- HEALTH SERVICES & FACILITIES CONSULTANT

The Bureau of Field Operations is responsible for the survey and certification process of health care facilities across the State of Florida.

These surveys ensure that all state licensed, and federally certified health care facilities meet the established state and/or federal requirements and patients and residents receive safe, quality health care.

Field Operations staff also ensure the safety of residents in health care facilities when emergencies such as natural disasters occur.

This position reports directly to the General and Operations Manager I of the Complaint and Incident Management Unit within the Bureau of Field Operations, Division of Health Quality Assurance.

This position is responsible, under the direction of the General and Operations Manager I and Field Office Manager, for evaluating Agency contacts /complaints and determining which component of the Agency would handle or resolve the issue.

A complaint is a reported concern that reflects an allegation of noncompliance with Federal and/or State requirements that is related to services provided by an AHCA-regulated entity and filed by or on behalf of a consumer of these services.

This position is part of a central work unit that assesses complaints to determine facility complaint implication for investigation by Health Quality Assurance and coordinates input or referrals into the appropriate data system for the specific business unit (HQA, Medicaid and Medicaid Program Integrity).

This position receives calls and reviews complaints for regulatory authority to applicable State and Federal laws, policies and procedures, and assigns priorities and communicates with field offices or other Agency program units as necessary.

Responsible for making calls to complainants/consumers or to AHCA-regulated entities for further or clarifying information.

Responsible for taking complaints against AHCA-regulated entities from Agency personnel and consumers as needed.

Ensures appropriate input of complaints and related call data into the VR complaint and other Agency databases.

Provides guidance to field and central office personnel per procedures.

Makes recommendations and alerts Field Office Manager to problematic situations and patterns or trends or activities.

Drafts correspondence to complainants on behalf of the Complaint and Incident Management Unit.

This position has been identified as mission essential.

The incumbent in this position may be required to work during the weekend or on holidays.

In addition, mission essential personnel will be required to work during disasters, to include but not limited to, work before, during and/or beyond normal work hours or days in the event of an emergency.

Emergency work may involve the incumbent to work in another county or staffing location to assist other State Agencies with emergency work. Emergency duties may include, but not limited to, responses to or threats involving any disaster or threat of disaster, man-made or natural.

Reviews legal notices from attorneys to determine whether an Agency investigation should occur.

Makes recommendations and alerts General and Operations Manager I to problematic situations and patterns or trends or activities.

Performs other duties as assigned, including onsite surveys as needed.

A good attendance record is essential for any individual in this position as the work involved occurs daily and is time-critical.

The individual in this position is expected to report to work daily and on time.

Leave must be requested in advance except in emergency circumstances not under the control of the employee.

• Health insurance (i.e., individual and family coverage) to eligible employees
• Life insurance; $25,000 policy is free plus option to purchase additional life insurance
• Dental, vision and supplemental insurance
• State of Florida retirement options, including employer contributions
• Ability to earn up to 104 hours of paid annual leave as a new employee with the State of Florida
• Ability to earn up to 104 hours of sick leave annually
• Nine paid holidays and 1 personal holiday each year
• Opportunities for career advancement
• Tuition waivers (accepted by major Florida Colleges/universities)
• Student loan forgiveness opportunities (eligibility required)
• Shared Savings Program for select medical services

Four years of experience in consumer program work, customer or public relations, or investigations is required.

A bachelor's degree from an accredited college or university can substitute on a year for year basis for the required experience.

Preference will be given to candidates with:

Experience in consumer complaint program work.

Call center experienced.

Experience in a medical setting or with medical terminology.

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Pursuant to Florida Law, 110.211

F. S., the State of Florida is an EEO employer.