OHA Ombudsperson – Bilingual

State of Oregon • Portland, OR

3d • $65,496 - $100,224 • Hybrid

About The Position

The OHA Ombudsperson advocates for people eligible for or enrolled in the Oregon Health Plan and others served by OHP programs. The role handles more than 40 cases per month, including client intake and support, organizational research, background information gathering, and meetings with OHA staff, coordinated care organizations (CCOs), contractors, providers, and community partners to resolve individual and systemic concerns.

The position supports access to quality, value-based care and health equity through independent, informal mediation; review of rules, policies, and processes; and recommendations to people or partners with concerns about OHA services and programs. The Ombudsperson contributes to the OHA Ombuds Program’s identification of policy and procedural changes informed by individual cases and member experiences.

The role works independently and collaboratively on case resolution, using empathy, cultural humility, conflict resolution, and analytical investigation. It applies case-management documentation and data analysis to resolve cases, identify trends, inform reports, and recommend system improvements. The position is based in Portland, Oregon, and is hybrid/remote with significant work-from-home flexibility. It is a full-time, permanent, SEIU-represented employee position classified as Program Analyst 2.

Requirements

• A bachelor's degree in Business or Public Administration, Behavioral or Social Sciences, or a field related to the agency program that demonstrates capacity for the required knowledge and skills, plus two years of experience coordinating or administering a program; OR an equivalent combination of education and experience totaling five years that typically supports the required knowledge and skills.
• Bilingual skills are sought, particularly Spanish-English or another language spoken by Oregon Health Plan members.

Nice To Haves

• Strong Medicaid knowledge, especially experience with Medicaid complaints and grievances, CCOs, or working in, advocating within, or navigating Oregon’s Medicaid system.
• Case-management or advocacy experience, preferably with populations most impacted by health inequities.
• Previous ombuds experience.
• Excellent customer-service skills and experience with Medicaid, state-government, or CCO complaints and feedback.
• Skills in organizational collaboration, alternative dispute resolution, or relationship-based conflict resolution.
• Ability to translate individual experiences into system improvement and advocacy, particularly in Medicaid or other health settings.
• Cultural awareness and humility, and ability to steward relationships with diverse groups.
• Strong written and oral communication skills, including the ability to persuade and explain complex topics clearly to coworkers, OHA leadership, CCO staff, OHP members, and the public.
• Ability to manage multiple tasks and advocate for members experiencing significant frustration with health systems and state government.
• Ability to organize and prioritize work, meet deadlines, and flexibly manage a caseload.
• Experience using data analytics and proficiency with common Microsoft Office tools.
• Experience advancing health equity and cultivating relationships with and advancing the interests of non-dominant cultures, including linguistically diverse, immigrant or refugee, LGBTQ, gender-diverse, and ability-diverse communities.
• An advanced degree in public health, social work, law, or conflict resolution, or relevant coursework, training, or program-development experience focused on social justice, diversity and inclusion, universal access, the ADA, dismantling institutional privilege, social determinants of health, and equity.
• Spanish-English or other bilingual skills, particularly Spanish, Russian, Vietnamese, Chinese, Ukrainian, Arabic, Somali, or another native language spoken by immigrant communities.

Responsibilities

• Advocate for individuals eligible for or enrolled in the Oregon Health Plan and others served by OHP programs.
• Manage more than 40 cases per month, including client intake and support, research, and compilation of background information.
• Meet with OHA staff, CCOs, contractors, providers, and community partners to resolve individual and system concerns.
• Provide independent, informal mediation and review rules, policies, and processes; make recommendations concerning OHA services, programs, and procedures.
• Identify system and policy concerns from individual cases and recommend changes to improve OHP members’ access to quality, value-based care.
• Collaborate across state agencies, community organizations, contractors, medical providers, and other partners to plan and resolve cases.
• Use case-management documentation and data analysis to track resolution, understand trends, and inform data-driven reports.
• Translate individual member experiences into system-level improvements and advocacy.
• Provide subject-matter expertise, analysis, and recommendations to executive management and OHA program areas.

Benefits

• Low-cost medical, vision, and dental coverage for employees and their families.
• Optional life insurance, disability coverage, deferred compensation, and health and childcare flexible spending account options.
• 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 PERS/OPSRP.
• Training and career-development opportunities.

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level