Complaint Intake Specialist (HSC 1) DOH8737

Complaint Intake Specialist

Health Services Consultant 1 (HSC1)

This posting is for two full-time hybrid opportunities:

• One non-permanent appointment anticipated to last up to 12 months from hire.
• One permanent appointment.

The Health Systems Quality Assurance (HSQA) division oversees Washingtons healthcare delivery system licensing over 463000 health professionals and 7000 facilities. HSQA also partners with local communities to build strong health systems and ensure access to quality care and emergency medical services.

Our Complaint Intake Team is seeking a Complaint Intake Specialist (HSC1) to manage public health-related complaints involving healthcare providers.This position plays a crucial role in receivingassessing and processing complaints while ensuring patient and public safety.

Key Responsibilities:

• Provides technical assistance related to the disciplinary process.
• Manages intake collection and case closure for complaints.
• Assesses incoming complaints for risks to public safety and creates case files for review.
• Summarizes complaints and prepares them for disciplinary authority review.
• Communicates clearly and effectively with complainants via email mail telephone and in-person.
• Reviews complaint for basic jurisdiction and recommends alternate agencies or disciplining authorities where complainants should file complaints.
• Evaluates and suggests improvements to the complaint intake process ensuring timely handling in accordance with established guidelines.

The ideal candidate will be detail-oriented compassionate and able to manage sensitive information. They will be comfortable working in a fast-paced environment handling complaints that may involve distressingor graphic content and ensuring accurate timely processing of cases. Strong communication skills and the ability to assess situations for imminent danger are essential.

Location and Flexibility

Enjoy the flexibility of our hybrid work environment where you can balance working from home and collaborating in the office. It is anticipated that youll be expected to report onsite at the DOH facility located in Tumwater WA to meet business and operational needs two (2) days per week after successful completion of the training period.

Required Qualifications

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.

OR

AND for both options:

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 preparing reviewing and responding to email correspondence and answering telephones daily in a high production office environment.
One (1) or more years of experience using standard office software including:
oBasic-level word-processing skills such as the use of MS Word to create format edit preview print and save documents; use standard functions to select edit copy paste format and spell check text; create bulleted and numbered lists indent and align paragraphs and use bordering and shading features.
One (1) or more years of experience entering tracking and monitoring information in a database;
Using the Internet as a research tool to find and download information.

AND the following Competencies (Knowledge Skills Abilities and Behaviors):

Preferred Qualifications:

• One (1) or more years of experience identifying key facts or issues while reviewing complex reports complaints or correspondence.
• One (1) or more years of experience identifying & summarizing complex issues in writing in a clear and concise manner for multiple partners/interested parties and the public.
• One (1) or more years of experience using spreadsheet software such as Microsoft Excel to create modify print and format spreadsheets and work with basic formulas data and functions.
• One (1) or more years of experience in a working disciplinary or regulatory environment.
• One (1) or more years of experience using the Department of Healths Integrated Licensing and Regulatory System (ILRS) database.
• One (1) or more years of experience reviewing and responding to a high volume of emails (50) daily.
• One (1) or more years of experience using Adobe Pro DC to edit and maintain portable document files (PDF).
• One (1) or more years of experience using Adobe Pro DC Redact-it or similar software to redact identifying & sensitive information (name SSN address etc.) from documents.
• Electronic Mail: Demonstrated experience using MS Outlook (or similar software) to compose send and respond to e-mail and to coordinate schedules and schedule meetings.
• One (1) or more years of experience working with sensitive or confidential information.
• One (1) or more years of experience interpreting and applying RCWs WACs or Policies & Procedures.

Benefits and Lifestyle

We prioritize your work-life balance and offer one of the most competitive benefits packages nationwide tailored to support your lifestyle. Discover more about Why DOH by visiting .

We are the Washington State Department of Health (DOH)

At DOH we safeguard public health in an ever-evolving world. Through collaboration with local health jurisdictions and state federal and private partners our programs and services impact every Washingtonian and visitor daily. Were driven by Equity Innovation and Engagement as outlined in our Transformational Plan for the future of Washington health.

Conditions of Employment:

This position is covered by a bargaining unit for which the Washington Federation of State Employees (WFSE) is the exclusive representative.

I am prepared with or without accommodation to do the following:

APPLICATION DIRECTIONS:

To apply click Apply and complete the application. Attach your resume and cover letter.

In your Applicant Profile include at least three professional references (including a supervisor a peer and someone youve supervised or led if applicable). Please do not include private information such as social security number or year of birth.

Doattach the following:

Veterans Preference: Applicants wishing to claim Veterans Preference must attach a copy of their DD-214 (Member 4 copy) NGB 22 or a signed verification of service letter from the United States Department of Veterans Affairs to their application. Please remove or cover any personally identifiable data such as social security numbers and birth year

Do notinclude or attach the following these documents or details will not be reviewed:

Equity Diversity and Inclusion: We regard diversity as the foundation of our strength recognizing that differing insights and abilities enable us to reflect the unique needs of the communities we serve.

DOH is an equal opportunity employer. We prohibit discrimination based on race/ethnicity/color creed sex pregnancy age religion national origin marital status the presence or perception of a disability veterans status military status genetic information sexual orientation gender expression or gender identity.

Questions and Accommodations: If you have questions need accommodation in the application or selection process or need information in an alternative format contact Kristina Cox at . Please reference DOH8737.

Technical Support: Reach out to NEOGOV directly at 1- for technical support and login issues.

This recruitment may be used to fill positions of the same job classification across the agency. Once all the position(s) from the recruitment are filled the candidate pool may be used to fill additional open positions for the next sixty (60) days.

Only applicants who follow the directions and complete the Application Process in full will have their responses reviewed for consideration.

Experience and education selected listed or detailed in the Supplemental Questions must be verifiable on the submitted applicant profile.