Administrative Specialist 2

State of Oregon • Portland, OR

1d • $51,744 - $71,856 • Hybrid

About The Position

The Administrative Specialist 2 coordinates and escalates feedback and concerns submitted to the Oregon Health Authority (OHA) Ombuds Program, evaluates and triages information and referrals across the agency, and manages data and reporting through the Relationship Engagement Management Application (REMA), a Microsoft Dynamics CRM tool. The work will particularly address anticipated increases in eligibility-related concerns associated with federal Medicaid changes affecting Oregon Health Plan eligibility and re-enrollment.

The position conducts daily case intake, determines whether concerns fall within the Ombuds Program’s scope, tracks and assigns casework, oversees data integrity and the data dictionary, analyzes data, and prepares monthly and quarterly reports. It also supports Ombuds team operations, including trainings and meetings, and provides administrative, operational, client, and program support to teams in the External Relations Division.

The role uses case-management software to manage Ombuds work and protected health information in accordance with HIPAA requirements. It interprets and applies Ombuds policies and rules, including Oregon Revised Statute 414.712 and Medical Assistance Program rules 410-120-000, and routes Medicaid and non-Medicaid matters appropriately. For non-Medicaid cases, it establishes referral pathways and manages tracking, follow-up, and closure. The position also develops and evaluates program metrics and measures, including Power BI reporting, to support program integrity, operational compliance, person-centered responsiveness, and improvements informed by communities, agency programs, federal agencies, providers, councils, and individuals.

This is a hybrid/remote position with significant work-from-home flexibility. It is a full-time, permanent, represented employee position based in Portland, Salem, or other areas throughout Oregon. The position is contingent on a qualifying criminal records check and does not provide visa sponsorship.

Requirements

• Three years of secretarial or administrative support experience that includes coordinating office procedures, preparing narrative and statistical reports, and administrative data collection and analysis; or an associate degree in general office occupations and two years of such experience; or an equivalent combination of education and experience.
• Ability to perform technical and administrative support functions using independent judgment, decision-making, and problem-solving.
• Ability to interpret laws, rules, policies, and procedures and apply interpretations to specific situations.
• Ability to conduct time-sensitive daily intake and review of work.
• Proficiency in Microsoft Word, Excel, and PowerPoint to design surveys, documents, and reports.
• Ability to organize and prioritize work to meet deadlines, manage multiple tasks, and communicate effectively in writing and orally, including with coworkers and by phone.
• Ability to manage frustrated, irate, or hostile members and tolerate changing work demands.

Nice To Haves

• In-depth knowledge of the Medicaid eligibility process.
• Experience as a Community Partner Eligibility assister or self-sufficiency eligibility worker.
• Excellent customer-service skills and proven written and verbal (phone) communication skills for individuals frustrated with state systems.
• Experience working within a case-management software system.
• Spanish-English or other bilingual skills, particularly languages spoken by Oregon Health Plan members, including Spanish, Russian, Vietnamese, Chinese, Ukrainian, Arabic, or Somali.

Responsibilities

• Conduct daily intake of Ombuds Program cases and evaluate whether concerns fall within program scope.
• Coordinate and escalate feedback and concerns to appropriate teams and programs across OHA.
• Track and assign Ombuds casework using the case-management system, including management of protected health information in compliance with HIPAA requirements.
• Interpret and apply Ombuds policies, Oregon Revised Statute 414.712, Medical Assistance Program rules 410-120-000, and other relevant laws, rules, policies, and procedures to route work appropriately.
• Manage non-Medicaid-related cases by establishing referral pathways and overseeing data tracking, follow-up, and closure.
• Conduct data analysis and oversee data integrity and data dictionary management.
• Prepare monthly and quarterly reports on Ombuds Program work.
• Create, review, and evaluate program metrics and measures to support program integrity, operational alignment, compliance, and person-centered responsiveness.
• Develop Power BI reporting metrics to support agency responsiveness and Ombuds processes and standards.
• Gather and synthesize information and insights from programs, OHA divisions, federal agencies, community providers, councils, and individuals to identify issues, support solutions and process improvements, and incorporate community feedback into agency operations and policy.
• Manage OHA Ombuds Program team trainings and meetings.
• Provide administrative, operational, client, and program support to Ombuds teams within the External Relations Division.

Benefits

• Low-cost medical, vision, and dental coverage for employees and their families.
• Optional life insurance and disability coverage.
• Deferred compensation and flexible spending account options for health and childcare.
• Paid time off including 11 holidays, 3 personal days, monthly sick leave, and vacation accrual starting at 8 hours per month.
• Potential eligibility for the Public Service Loan Forgiveness Program.
• Retirement through the Public Employees Retirement System (PERS)/Oregon Public Service Retirement Plan (OPSRP).
• Training and development opportunities.

What This Job Offers

• Job Type: Full-time
• Career Level: Entry Level
• Education Level: No Education Listed