Facilities Complaint Intake Specialist (HSC 1) DOH8981

State of Washington•Thurston County – Tumwater, WA

6d•Onsite

About The Position

This position is within the Office of Health Systems Oversight (OHSO), whose role is to support the department’s mission to protect and improve the health of people in the state of Washington by contributing to safe care and providing oversight of state-licensed and federally certified clinical and behavioral health entities, and by ensuring they meet applicable standards. OHSO’s vision is to be an effective partner in ensuring healthy and safe patient care in the community we oversee. We achieve this through timely, comprehensive, consistent, and fair reviews, inspections, and investigations; providing reports that identify areas of non-compliance with existing regulations and, when required, initiate enforcement action to protect the public. We also serve as the contracted agency for the Centers for Medicare and Medicaid Services (CMS) for the enforcement of Medicare’s conditions of participation. The department is also approved by the federal Substance Abuse and Mental Health Services Administration (SAMHSA) as an accrediting body (AB) providing accreditation services for Behavioral Health Agencies (BHA) certified for opioid treatment provider (OTP) services in the state. Join a high-impact team dedicated to patient safety!

Requirements

Two (2) or more years of experience in credentialing (licensing) healthcare professionals or facilities, or in a health or regulatory services program. Examples of a health services program include, but are not limited to, healthcare administration, rule or legislative implementation, government programs.
Two (2) or more years resolving customer inquiries, problems or complaints to both external and internal customers in a high-production office environment.
Associate’s degree or higher in healthcare, public or business administration, or related field.
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 drafting and responding to correspondence and answering telephones daily in a high-production office environment.
Experience using Microsoft Word and Adobe Pro software to create, combine, format, and edit documents for report writing and other internal and external correspondence.
One (1) year or more of experience entering, tracking, and monitoring information in a database.
Cultural Humility - Demonstrates the ability to take action to learn and grow, facilitating the development and integration of diverse perspectives, and honoring the different cultures represented in our agency.
Equity and Inclusion - Demonstrates the ability to take action to meet the needs of others, removing barriers to accessing shared resources, and promoting a culture of equity, social justice, and belonging.
People Impact Orientation - Demonstrates an ability to take action to adapt and adjust work and behaviors to increase positive impact on others. Holds themselves accountable for having a positive impact on others to the greatest extent possible.
The duties of this position may require the incumbent to complete an identity verification/validation process to gain authorized access to a Center for Medicare & Medicaid Services system to perform the essential functions of the position. This verification/validation process may require the incumbent to provide government-issued identification, current photo/image, Social Security number, and credit report.

Nice To Haves

A bachelor’s degree or higher in public health, health care administration, public or business administration, or a closely related field.
Experience using complex healthcare-related databases, including inputting data, importing and exporting data, preparing standard reports, and interpreting electronic records in a variety of settings.
One (1) or more years of experience in a disciplinary or regulatory environment.
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 and procedures.

Responsibilities

Receive incoming complaints via online database, mail, fax, telephone (including hotline), email, or in-person.
Manage intake channels including the shared facility email inbox, team voicemails, and physical mail.
Meet in person with complainants at the Tumwater campus.
Review sensitive content containing personal, confidential, and graphic health information, including criminal or sexual allegations.
Review for jurisdiction and refer complaints to alternate agencies or disciplining authorities when necessary.
Identify duplicate records or companion cases to see if information needs to be added to an existing file.
Contact complainants directly to obtain additional or clarifying information for incomplete submissions.
Assess for imminent danger regarding patient safety within two business days or required timelines.
Prioritize urgent complaints and coordinate fast-track routing to the Case Management Team.
Monitor high-priority cases continuously to ensure they receive appropriate, immediate attention.
Create complaint records and unique case numbers, documenting the respondent, complainant, and the nature of the allegation.
Create physical and electronic case files using office protocol and operational scanning tools.
Forward completed files to the designated Case Manager for formal assessment.
Record information in databases across applicable state and federal electronic systems within performance timelines.
Update database tracking with current case status, including adding warning flags for pending cases.
Assist with closing complaints in the database after a no-action determination is made by Case Management.
Provide general customer service to assist the public, internal staff, and external customers with filing complaints.
Maintain communication lines through written and verbal correspondence regarding case status and questions.
Answer routine questions about agency procedures, policies, and services.
Accommodate special requests by taking complaints over the phone to comply with ADA and Reasonable Accommodation guidelines.
Triage inbox inquiries to analyze and resolve incoming customer requests.
Refer callers out to the appropriate authority, office, or agency if the department cannot assist them.
Collaborate internally with case managers, program managers, investigators, staff attorneys, and credentialing staff.
Handle confidential documents securely in accordance with agency privacy policies and protocols.
Manage physical files by accessing, organizing, and maneuvering archive boxes weighing up to 30 pounds.
Navigate high-density storage to retrieve records from ground level up to heights above five feet.
Identify process improvements to improve accuracy, timeliness, efficiency, and customer service.