Complaint Intake Coordinator Work Lead, Acute Care HFEMS FAA00086 (Health Professional IV)

Be BOLD and make a real difference . . .

Do you desire a career that provides you with opportunities to improve the world around you The Colorado Department of Public Health and Environment (CDPHE) is seeking diverse individuals from all backgrounds to apply for a career position that makes a direct impact on improving the lives of Colorado citizens. Our mission is to advance Colorados health and protect the places we live work learn and play. Our vision is to create a healthy and sustainable Colorado where current and future generations thrive.

If your goal is to build a career that makes a difference consider joining the dedicated people of the Colorado Department of Public Health and addition to working with a great team and rewarding meaningful work we offer:

• Employee wellness programs and facilities

• Extensive internal professional development opportunities on a wide variety of subjects

• Distinctive career advancement opportunities throughout the State system

• Strong yet flexible retirement benefits including a choice of the PERA Defined Benefit Plan or the PERA Defined Contribution Plan plus optional 401K and 457 plans

• Medical and dental health plans

• Paid life insurance

• Short- and long-term disability coverage

• 11 paid holidays per year plus generous personal time off

• Mentoring program with opportunities for mentors and mentees

• Tuition assistance for college level courses including Masters degree programs

• Excellent work-life programs such as flexible schedules and

• A variety of employee resource groups

• We are committed to increasing the diversity of our staff and providing culturally responsive programs and services. Therefore we encourage responses from people of diverse backgrounds and abilities.

Some positions may qualify for the Public Service Loan Forgiveness Program. For more information go to: of Job

The Work Unit:
The Health Facilities and Emergency Medical Services Division (HFEMSD) is responsible for the oversight and enforcement of a broad range of federal and state statutes and regulations applicable to a wide variety of health care facilities and services in Colorado including hospitals clinics ambulatory surgical facilities renal dialysis centers emergency medical services providers designated trauma centers long term care facilities and many other specific types of health care services. The division licenses certifies and surveys healthcare facilities and services; provides patient safety and healthcare quality programs; recognizes Emergency Medical Service (EMS)
education programs and certifies EMS providers designates trauma centers and licenses all air and ground ambulance services operating within the state of Colorado.

This work unit exists to: (1) protect the health safety and welfare of patients/residents of health care facilities in the state of Colorado by evaluating and securing compliance of licensed and certified providers utilizing applicable federal and state laws/regulations and professional standards of practice; and (2) to provide to the
public information on health care facilities.

Summary of Position:
The purpose of this position is to assess the care treatment and quality of life of clients provided services by health facilities through complaints submitted by the general public. This position serves as the contact for initial complaint intake and uses training and judgment for evaluating and applying state and federal regulations for potential facility compliance violations; identifies areas of potential non-compliance based on contact with the general public other regulatory agencies health providers and other sources of facility complaints.

This position exists to provide professional assessment of care and treatment in health facilities through established knowledge and expertise in the following areas:

• Evaluate and analyze data for compliance with federal and state regulations and professional standards.
• Evaluate all available documentation to ensure that client needs are met and service levels are consistent with licensure and certification requirements.
• Answer inquiries from the public and from complainants; explain how the regulations may or may not apply to their specific situations and the course of action that can be taken by HFEMSD based on those regulations.
• Explain investigation results to members of the public and to agencies that are emotionally and financially vested in the outcomes.
• Collects data submitted by complainants and presents data for review to the program manager for determination of next steps

Residency Requirement:

Class Code & Classification Description:

MINIMUM QUALIFICATIONS:

Seven (7) years of relevant experience in an occupation related to the work assigned to this position

OR

A combination of related education and/or relevant experience in an occupation related to the work assigned to this position equal to seven (7) years

• A pre-employment background check

• Be available in the event of an emergency (e.g. bio-terrorist attack chemical attack disease outbreak or all hazards) and be required to report to work immediately at the regular or alternate location. During this time travel restrictions may be in place.

• Be available in the event of the activation of the Continuity of Operations Plan (COOP) and be required to report to work immediately at the regular or alternate location. During this time travel restrictions may be in place

• This position will have hybrid workplace options available but will still be required to report to the listed address at the discretion of the supervisor and based on business need. *Please note: These working arrangements are subject to change based on CDPHEs business needs. The position will be expected to work on site when needed at 4300 S Cherry Creek Dr Glendale CO 80246.

• Office hours are typically Monday through Friday from 8am to 5pm. Extended hours during the evening or the weekend MAY be required by business needs.

• A remote (home) office is required.

• 5% travel required within the State of Colorado.

• Must be willing to work in environments where contagious diseases may be present (appropriate personal protective equipment and procedural protocols will be provided).

• Must be proficient in word processing and able to use current communication technology to connect to the office from the field.

• Must obtain an influenza shot annually prior to the onset of the flu season or wear a mask while on facility/agency premises. *See exemption note below

• Must be vaccinated against COVID19. **See note below

• Must be able to perform annual fit testing for N-95 masks as well as complete annual training on donning and doffing of personal protective equipment (PPE).

• Must be able to work occasional evening night weekend or holidays depending upon circumstances of survey or complaint.

• Must be able to lift and carry up to 45lbs. of equipment for extended periods of time.

• Must be able to walk or stand for extended periods of timeincluding climbing multiple flights of stairs.

• Once employed in this position must successfully complete and apply all required surveyor training (unless training is unavailable) within the first six (6) months of service.

• Requires the use and operation of state fleet vehicles. ***conditions apply

*Religious and medical exemptions and reasonable accommodation shall be addressed as required by law pursuant to the Equal Employment Opportunity Commissions vaccination guidance.
**Note: Fully Vaccinated means two (2) weeks after a second dose in a two-dose series of the COVID-19 vaccine such as the Pfizer or Moderna vaccine or two (2) weeks after the single-dose vaccine such as Johnson & Johnsons Janssen vaccine as defined by the most recent State of Colorados Public Health Order and current guidance issued by the Colorado Department of Public Health & Environment
*** Conditions apply to use of fleet vehicles such as location and availability

• Proficiency in fundamental computer skills such as navigating operating systems using basic software applications and communicating through email is required.

• Non-clinical or clinical health care experience preferably hospitals dialysis clinics or closely related agencies but will consider other areas such as assisted living residence homecare hospice nursing facilities

• Experience with evaluating a health care facilitys quality of care services and treatment of the residents/clients.

• Experience to evaluate facility practices through observations and record review.

• Experience with conducting interviews with residents/patients family members staff outside agencies and medical professionals.

• Experience with analyzing evidence and survey results to determine if and why a healthcare facility is out of compliance with applicable statutes and regulations.

• Experience writing clear concise and legally defensible statements of deficiencies.

• Experience and proficiency in word processing and able to use current communication technology.

• Ability to analyze and interpret clinical evidence and observe record and interpret information.

• Ability to perform the physical demands of this active position.

• Thoroughness when performing work and conscientiousness in attention to detail.

• Ability to gather relevant information; identify and analyze problems using sound reasoning to arrive at conclusions.

• Model high standards of honesty integrity trust openness and respect for individuals.

• Interpersonal and Conflict Management Skills- Displays understanding courtesy tact empathy and concern; develops and maintains effective relationships; deals skillfully with people who are difficult hostile or distressed; effectively manages and resolves conflicts confrontations and disagreements in a positive and constructive way; does not avoid conflict when it can produce better solutions.

• Ability to analyze the information and reach logical well supported conclusions.

Appeal Rights:

An applicant who has been removed from an employment list or removed from consideration during the selection process may request a review by the State Personnel Director.

As an applicant directly affected by the results of the selection or comparative analysis process you may file a written appeal with the State Personnel Director.

Review of the completed signed and submitted appeal will be timely on the basis of written material submitted by you using the official appeal form signed by you or your representative. This form must be completed and delivered to the State Personnel Board by email atwithin ten (10) calendar days from your receipt of notice or acknowledgement of the Departments action.

A completed State of Colorado application includes:

• Unofficial transcripts if using education to substitute for experience.

• DD214 if claiming veterans status

• Cover letter stating how you meet the minimum qualifications

The Selection Process:
All applications that are received by the closing of this announcement will be reviewed against the Minimum Qualifications in this announcement. Candidates who meet the minimum qualifications proceed to the next step.

Colorado Revised Statutes require that state employees are hired and promoted based on merit and fitness through a comparative analysis process.

Part of or all of the comparative analysis for this position may be a structured application review which involves a review of the information you submit in your application materials by Subject Matter Experts (SMEs) against the preferred qualifications. A top group up to six candidates will be invited to schedule an interview with the hiring manager. E-Verify: CDPHE uses e-Verify an Internet-based system to confirm the eligibility of all newly hired employees to work in the United States. Learn more about E-Verify including your rights and responsibilities. You must be legally eligible to work in the United States to be appointed to this position. CDPHE does not sponsor non-residents of the United States.

ADAAA Accommodations:
The State of Colorado believes that equity diversity and inclusion drive our success and we encourage candidates from all identities backgrounds and abilities to apply. The State of Colorado is an equal opportunity employer committed to building inclusive innovative work environments with employees who reflect our communities and enthusiastically serve them. Therefore in all aspects of the employment process we provide employment opportunities to all qualified applicants without regard to race color religion sex disability age sexual orientation gender identity or expression pregnancy medical condition related to pregnancy creed ancestry national origin marital status genetic information or military status (with preference given to military veterans) or any other protected status in accordance with applicable law. The Colorado Department of Public Health and Environment is committed to the full inclusion of all qualified individuals. As part of this commitment our agency will assist individuals who have a disability with any reasonable accommodation requests related to employment including completing the application process interviewing completing any pre-employment testing participating in the employee selection process and/or to perform essential job functions where the requested accommodation does not impose an undue hardship. If you have a disability and require reasonable accommodation to ensure you have a positive experience applying or interviewing for this position please direct your inquiries to our ADAAA Coordinator Dan McKenna ator call option 5.