Facility Compliance Consultant I - SW

State of North Carolina•Wake County, NC

4d•Hybrid

About The Position

The Facility Compliance Consultant I receives, triages, and enters complaints and incidents into a computerized Complaints Tracking System while communicating with the public and health care providers in a telephone call center environment. The role evaluates potential compliance issues and the seriousness of reported concerns to support the safety and well-being of people receiving health care services. It applies state and federal laws, regulations, standards, and procedures to make intake determinations, working independently, with peers, or in consultation with a supervisor. The position is based in the Raleigh office, with the option for partial telework following training and performance evaluation. The position is within the Division of Health Service Regulation, which oversees medical, mental health, and adult care facilities, emergency medical services, and local jails. It is part of the Complaint Intake and Health Care Personnel Investigations Section. This position is funded in part through federal funds.

Requirements

Generalist qualification: bachelor's degree in a health, human service, or education-related field from an appropriately accredited institution and three years of experience in surveying, clinical work, and/or administration of a program in a related health field, or an equivalent combination of education and experience.
Social Work qualification: master's degree in social work from an appropriately accredited institution and one year of experience in surveying, clinical work, and/or administration of a program in a related health field; or bachelor's degree in social work and three years of such experience; or an equivalent combination of education and experience.
Dietetics qualification: bachelor's degree in nutrition or food service management from an appropriately accredited institution, three years of experience in surveying, clinical work, and/or administration of a program in a related health field, and eligibility for registration from the Academy of Nutrition and Dietetics; or an equivalent combination of education and experience.
Ability to sit for sustained periods, talk, hear, and perform repetitive motions and fingering (typing).
Applicants must provide complete application information, including education, work experience, and certificates and licenses; resumes are not accepted in lieu of the application.

Nice To Haves

Clinical experience applying assessment, care-planning, and care-delivery principles when evaluating complaint information and determining the seriousness of reported health care concerns.
Experience interpreting and applying state and federal regulations, standards, and procedures to identify compliance issues within health care provider settings.
Success communicating clearly and professionally with the public and health care providers in a call-center or high-volume inquiry environment, including concise complaint documentation.
Experience independently reviewing, triaging, and accurately entering complaint and incident data into computerized tracking systems.
Experience working independently and as part of an interdisciplinary team to make intake decisions, review complex complaint information, and determine appropriate follow-up.

Responsibilities

Receive, triage, and document complaints and incidents in the computerized Complaints Tracking System.
Communicate with the public and health care providers in a telephone call center environment to gather and clarify complaint information.
Evaluate reported issues to identify compliance concerns and assess the seriousness of potential risks to recipients of health care services.
Apply state and federal laws, regulations, standards, and procedures when making intake determinations.
Work independently, collaborate with peers, or consult with a supervisor to resolve concerns and make informed intake decisions.
Document complaint details clearly and concisely to support accurate case handling and follow-up.
Use clinical assessment principles to evaluate concerns related to care planning and delivery of health care services.
Identify matters requiring escalation and route them appropriately under regulatory requirements and internal procedures.
Communicate with internal team members to support consistent complaint intake and follow-up processes.
Manage work efficiently in a call center environment while maintaining professionalism and a customer-focused approach.