Citizen Assistance Specialist

Kentucky Personnel Cabinet•Hopkinsville, KY

1d•$47,531 - $71,298•Hybrid

About The Position

The Office of Inspector General (OIG) performs many varied functions for the Cabinet for Health and Family Services. OIG has six Divisions, Division of Regulated Child Care, Division of Health Care, Certificate of Need, KY Health Information Exchange, and Division of Audits and Investigations. These Divisions cover a wide variety of job tasks and duties in varied settings throughout Kentucky, which include inspecting and licensing childcare and healthcare facilities and services, and conducting investigations of complaints in those facilities, as well as conducting Medicaid fraud and other types of complaints for the Cabinet. This position provides assistance to the public regarding allegations of regulatory violations in licensed, certified or registered health care facilities. Guides casework and acts as liaison for the public and health care facilities. Specializes in providing oversight of the public complaint process. The duties of the position include providing a public service by receiving, screening, processing and triaging reports received of regulatory violations, often involving abuse and neglect including death of individuals receiving care in licensed health care facilities. The Citizen Assistance Specialist also analyzes and reviews complaint summaries for specifics and detailed information, ensures that allegations are investigated appropriately, and that deficiency determination is made based on Federal and State regulations. Confers with other Branch Complaint Coordinators to alleviate programmatic deficiencies and ensure process consistency in all Branches. Selected candidate must pass the Standard Minimum Qualification Test from the Centers for Medicare and Medicaid and obtain certification within 6 months of employment. If you are a professional, self-motivated, positive person with a desire to use your administrative and people skills to improve healthcare in Kentucky, and you desire to work with a team of dedicated professionals who believe in their mission, we would love to welcome you to our OIG family!

Requirements

Graduate of a college or university with a bachelor's degree.
Must have three years of professional public relations or public service experience.
One year of the required experience must be in a human services field or program.
Master's degree in social work, sociology, psychology, nursing, public administration, health or related field supplemented by two years of professional public relations, or public service experience (one of which must have been in a human services field or program) will substitute for the required experience.
Professional experience in directly administering employment and training programs, unemployment insurance, social services, social insurance or health services programs will substitute for the required education on a year-for-year basis.
Proficiency with use of computers and Microsoft Outlook, Word, and Excel programs for daily tasks.

Nice To Haves

Background in health services is preferred to address the needs of our customers.
Excellent interpersonal skills with the ability to communicate effectively and respectfully with people of diverse backgrounds.
Excellent verbal and written communication skills.
Highly organized individual and experience managing a large case load are preferred.
Experience handling large caseloads.
Healthcare experience is preferred.

Responsibilities

Provides a public service by receiving, screening, processing and triaging reports of individuals receiving care in licensed health care facilities.
Analyzes and reviews complaint summaries for specifics and detailed information.
Ensures allegations are investigated appropriately, and that deficiency determination is made based on Federal and State regulations.
Confers with other Branch Complaint Coordinators to alleviate programmatic deficiencies and ensure process consistency in all Branches.
Conducts quality improvement reviews and reports to ensure complaints are submitted timely.
Participates in Federal and State oversight communications related to performance standards regarding the complaint process.
Involved in developing and initiating action plans to ensure quality measures are being met as set forth by Federal and State regulatory authorities.
Conducts complaint investigations and surveys as needed.
Provides specialized skills and knowledge of the Federal and State regulatory requirements as an integral part of the Division's success through review and processing of complaints.
Performs other duties as assigned.