Facilities Complaint Intake Specialist; HSC DOH

Job Opportunity

This recruitment is for one permanent and one non-permanent appointment. These full-time onsite positions are located at our DOH facility in Tumwater, WA. The non-permanent appointment has a duration of six months.

The opportunity is within the Office of Health Systems Oversight (OHSO), whose role is to support the department's mission to work with others to protect and improve the health of people in the state of Washington by contributing to safe care and providing oversight of state-licensed and federally certified clinical and behavioral health entities, and by ensuring they meet applicable standards.

Join a high-impact team dedicated to patient safety!

Key responsibilities include:

• Complaint Intake & Initial Review
• Triage & Urgent Risk Assessment
• Case File Creation & Data Management
• Customer Service & Partner Liaison
• Administration, Collaboration & Physical Operations

Why you'll love this role:

You'll be part of an engaged, in-person team doing work that directly supports patient safety and helps people navigate important concerns about health care services. You'll review and organize complex information, communicate with the public and regulatory partners, solve problems and help make sure complaints get to the right place at the right time. You'll build a strong understanding of Washington's health care regulatory system while working closely with case managers, investigators, program managers, and other partners.

You'll also have opportunities to improve how the work gets done by identifying efficiencies, strengthening the quality, and helping the team meet critical timelines.

Required qualifications:

There are multiple pathways to qualify for this position. You must meet one of the options provided and any additional criteria listed. Experience may have been gained through paid or unpaid activities. Please ensure any relevant experience defined below is outlined in your cover letter, resume, and/or applicant profile.

Option 1:
Two (2) or more years of experience in credentialing (licensing) healthcare professionals or facilities, or in a health or regulatory services program. AND Two (2) or more years resolving customer inquiries, problems or complaints to both external and internal customers in a high-production office environment.

Option 2:
Associate's degree or higher in healthcare, public or business administration, or related field. AND Two (2) or more years resolving customer inquiries, problems or complaints to both external and internal customers in a high-production office environment.

Additional required knowledge, skills, abilities, and experience:

• Two (2) or more years of experience reviewing documents or reports for key issues, summarizing facts, and taking appropriate action based on an analysis of the information.
• One (1) or more years of experience drafting and responding to correspondence and answering telephones daily in a high-production office environment.
• Experience using Microsoft Word and Adobe Pro software to create, combine, format, and edit documents for report writing and other internal and external correspondence.
• One (1) year or more of experience entering, tracking, and monitoring information in a database.

• Cultural Humility
  - Demonstrates the ability to take action to learn and grow, facilitating the development and integration of diverse perspectives, and honoring the different cultures represented in our agency.
• Equity and Inclusion
  - Demonstrates the ability to take action to meet the needs of others, removing barriers to accessing shared resources, and promoting a culture of equity, social justice, and belonging.
• People Impact Orientation
  - Demonstrates an ability to take action to adapt and adjust work and behaviors to increase positive impact on others. Holds themselves accountable for having a positive impact on others to the greatest extent possible.

The duties of this position may require the incumbent to complete an identity verification/validation process to gain authorized access to a Center for Medicare & Medicaid Services system to perform the essential functions of the position. This verification/validation process may require the incumbent to provide government-issued identification, current photo/image, Social Security number, and credit report.

Preferred qualifications:

• A bachelor's degree or higher in public health, health care administration, public or business administration, or a closely related field.
• Experience using complex healthcare-related databases, including…