OHA Ombudsperson – Bilingual

State of Oregon • Portland, OR

2d • Hybrid

About The Position

On behalf of the Oregon Health Authority (OHA) Ombuds Program, the Ombudsperson advocates for individuals eligible for and enrolled in the Oregon Health Plan (OHP), as well as others served by OHP programs. The role handles more than 40 cases per month, including client intake and support, organizational research, background information compilation, and meetings with OHA staff, coordinated care organizations (CCOs), contractors, and providers to resolve individual and system concerns.

The position supports access to quality, value-based care that advances health equity through independent, informal mediation and review of rules, policies, and processes, making recommendations to people and partners with complaints, questions, or grievances about OHA services and programs. It also contributes to program-wide identification and recommendation of policy or procedural changes when cases reveal system concerns.

The Ombudsperson works independently and as part of a case-resolution team, building cooperation and joint planning among state agencies, community organizations, partners, contractors, medical providers, and community partners. The work calls for empathy, interpersonal and cultural humility skills, conflict resolution, and analytical investigation. The position provides subject-matter expertise, analysis, and recommendations to executive management and program areas; uses case documentation and data analysis to understand trends and inform reports; and translates individual OHP member experiences into system improvements.

This is a hybrid/remote, full-time, permanent position based in Portland, Oregon. The position is bilingual, with Spanish-English or other relevant bilingual skills preferred. Employment is contingent upon a criminal records check meeting OHA criteria. The position does not provide visa sponsorship.

Requirements

• A bachelor’s degree in Business or Public Administration, Behavioral or Social Sciences, or a degree related to the agency program that demonstrates the capacity for the required knowledge and skills, and two years of experience coordinating or administering a program; or an equivalent combination of education and experience totaling five years and typically supporting the classification’s knowledge and skill requirements.
• Strong communication skills, written and oral, including the ability to persuade and explain complex topics understandably.
• Ability to communicate effectively with coworkers, OHA leadership, CCO staff, OHP members, and the public.
• Ability to manage multiple tasks, organize and prioritize work to meet deadlines, and manage a caseload flexibly.
• Experience using data analytics and proficiency with common Microsoft Office tools.

Nice To Haves

• Strong Medicaid knowledge, particularly experience with Medicaid complaints and grievances, CCOs, or professional or lived experience 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.
• Demonstrated 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.
• Demonstrated cultural awareness and cultural humility.
• Ability to steward relationships with diverse groups.
• Experience advancing health equity and cultivating relationships with and advancing the interests of non-dominant cultures, including linguistically diverse, immigrant or refugee populations, LGBTQ communities, and gender- and ability-diverse community members.
• An advanced degree in public health, social work, law, conflict resolution, or a related field.
• Coursework, training, or program-development experience focused on social justice, diversity and inclusion, universal access, the ADA, dismantling institutional privilege, social determinants of health, or equity.
• Spanish-English or other bilingual skills, particularly languages spoken by OHP members, such as Spanish, Russian, Vietnamese, Chinese, Ukrainian, Arabic, or Somali.

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, organizational research, background information compilation, and coordination with relevant parties.
• 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; recommend resolutions to people and partners with complaints, questions, or grievances about OHA services and programs.
• Identify system and policy concerns emerging from individual cases and recommend policy or procedural changes that improve members’ access to quality, value-based care.
• Coordinate case resolution and joint planning across state agencies, community organizations, partners, contractors, medical providers, and community partners.
• Provide subject-matter expertise, analysis, and recommendations to executive management and program areas.
• Document cases and analyze data from the Ombuds Program and other OHA programs to support resolution, identify trends, and inform data-driven reports.
• Collaborate with community programs and use OHP member experiences to advocate for system improvements and advance health equity.

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 beginning at 8 hours per month.
• Potential eligibility for the Public Service Loan Forgiveness Program.
• Retirement benefits through PERS/OPSRP.
• Training and development opportunities.

What This Job Offers

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