Administrative Specialist 2

State of Oregon • Portland, OR

1d • Hybrid

About The Position

The Administrative Specialist 2 coordinates and escalates feedback and concerns received by the Oregon Health Authority Ombuds Program, evaluates and triages information and referrals across the agency, and manages data and reporting using the Relationship Engagement Management Application (REMA), a Microsoft Dynamics CRM tool. The role is expected to focus particularly on eligibility-related concerns associated with anticipated Oregon Health Plan eligibility and re-enrollment changes resulting from federal Medicaid changes.

The position conducts daily case intake, determines whether concerns are within Ombuds Program scope, tracks and assigns casework, oversees data integrity and data dictionary management, and prepares monthly and quarterly reports. It also coordinates Ombuds team trainings and meetings and provides administrative, operational, client, and program support to the Ombuds Teams within the External Relations Division.

The role uses case-management software to track Ombuds work, manage private health information in accordance with HIPAA requirements, improve reporting, and centralize feedback. It interprets Ombuds policies and rules, including Oregon Revised Statute 414.712 and Medical Assistance Program rules 410-120-000, to direct Medicaid-related work appropriately and ensure non-Ombuds concerns are handled across the agency. It also manages non-Medicaid case referrals, tracking, follow-up, and closure.

The position supports program integrity and operational compliance by creating, reviewing, and evaluating program metrics and measures. It gathers and synthesizes information from programs, OHA divisions, federal agencies, community providers, councils, and individuals to identify issues, support solutions and process improvements, incorporate community feedback into agency operations and policy, and apply best practices. It develops Power BI reporting metrics to support person-centered agency responsiveness.

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 provide excellent customer service, including written and verbal communication with individuals who are frustrated with state systems.
• Ability to manage multiple tasks and effectively manage irate and hostile members.
• Ability to organize and prioritize work to meet deadlines, tolerate work demands, and communicate effectively with coworkers.
• Proficiency in Microsoft Word, Excel, and PowerPoint to design surveys, documents, and reports.
• Ability to perform technical and administrative support functions using independent judgment, decision-making, and problem resolution.
• Skill in interpreting laws, rules, policies, and procedures and applying interpretations to specific situations.
• Ability to conduct time-sensitive daily intake and review of work.

Nice To Haves

• In-depth knowledge of the Medicaid eligibility process.
• Experience as a Community Partner Eligibility assister or self-sufficiency eligibility worker.
• Experience working within a case-management software system.
• Spanish-English or other bilingual skills, including languages spoken by Oregon Health Plan members such as Spanish, Russian, Vietnamese, Chinese, Ukrainian, Arabic, or Somali.

Responsibilities

• Conduct daily Ombuds Program case intake and evaluate whether concerns fall within program scope.
• Coordinate and escalate feedback and concerns to appropriate teams and programs across the agency.
• Track and assign Ombuds casework using the case-management system.
• Manage data integrity and the data dictionary, and conduct data analysis and reporting, including monthly and quarterly reports.
• Coordinate Ombuds team trainings and meetings.
• Provide administrative, operational, client, and program support to the Ombuds Teams within the External Relations Division.
• Use case-management software to track cases, manage private health information in accordance with HIPAA requirements, and support comprehensive and timely reporting.
• Interpret and apply Ombuds policies, Oregon Revised Statute 414.712, Medical Assistance Program rules 410-120-000, and other laws, rules, policies, and procedures to route work appropriately.
• Establish and manage referral pathways, tracking, follow-up, and closure for non-Medicaid-related cases.
• Create, review, and evaluate program metrics and measures to support program integrity and operational compliance.
• Gather and synthesize information from agency programs and divisions, federal agencies, community providers, councils, and individuals to identify issues and support solutions and process improvements.
• Develop Power BI reporting metrics that support person-centered agency responsiveness.

Benefits

• Low-cost medical, vision, and dental coverage for the employee and family.
• Optional life insurance, 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 benefits through the Public Employees Retirement System (PERS) or Oregon Public Service Retirement Plan (OPSRP).
• Training and development opportunities.

What This Job Offers

• Job Type: Full-time
• Career Level: Entry Level
• Education Level: Associate degree