Complaint Intake Specialist (HSC 1) DOH8737

State of Washington•Tumwater, WA

33d•Hybrid

About The Position

The Health Systems Quality Assurance (HSQA) division oversees Washington's healthcare delivery system, licensing over 463,000 health professionals and 7,000 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 receiving, assessing, and processing complaints while ensuring patient and public safety. 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.

Requirements

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.
Option 1: Two (2) or more years of experience assisting with customer inquiries, problems, or complaints in a high production office environment.
OR
Option 2: An Associate's (AA) degree or higher and one (1) or more years of experience assisting with customer inquiries, problems, or complaints in a high production office environment.
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):
Ability to function independently and make decisions in the absence of the supervisor.
Ability to learn, retain, and apply new information regarding procedures, rules, policies, and requirements for regulatory functions involving multiple health care professionals.
Being Resilient - Rebounding from setbacks and adversity when facing difficult situations.
Collaborates - Building partnerships and working collaboratively with others to meet shared objectives.
Customer Focus - Building strong customer relationships and delivering customer-centric solutions.
Decision Quality - Making good and timely decisions that keep the organization moving forward.
Demonstrates Self-Awareness - Using a combination of feedback and reflection to gain productive insight into personal strengths and weaknesses.
Self-Development - Actively seeking new ways to grow and be challenged using both formal and information development channels.

Nice To Haves

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 Health's 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.

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.

Benefits

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 Work@Health.

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