Specialized Intake Processing Intake Specialist

Texas Health & Human Services Commission•Austin, TX

1d•$4,263 - $5,178•Hybrid

About The Position

Serves as a Protective Services Intake Specialist in the Complaint and Incident Intake Call Center - Specialized Intake Processing Unit. Answers calls and processes complex inquiries, complaints, and incidents related to abuse/neglect/exploitation (A/N/E) involving abortion centers, ambulatory surgical centers, birthing centers, clinical laboratories, community mental health centers, comprehensive outpatient rehabilitation facilities, crisis stabilization units, end-stage renal disease facilities, general hospitals, psychiatric hospitals, special hospitals, narcotic/opioid treatment facilities, outpatient physical therapy and speech pathology service facilities, portable x-ray services, rural health clinics, special care facilities, and substance abuse (chemical dependency) treatment facilities and Long Term Care providers. Performs initial triage of complaints along with complex analysis of complaints, requests for information, and facility self-reported incidents from the general public, legislative offices, news media, other agencies and organizations, regulatory services staff, facility residents, and family members in accordance with policies and procedures. Assesses intakes for determination of priority, allegation type, and handling to ensure that intake is in compliance with established performance standards along with ensuring state and federal (CMS) rules and regulations are followed. Specialized processing and analysis include complaints and incidents received via email, postal mail, fax, web portal, voice mail, and referrals submitted by agency program staff or other state agencies. All intakes are assessed for the determination of priority, allegation type, and handling and entered into intake systems.

Requirements

Knowledge of State and federal regulatory and assistance programs.
Skills in working with ACD call systems and computers.
Ability to communicate both orally and in writing.
Normal Auditory Ability.
Professional and knowledgeable attitude and behavior with members of the public and co-workers.
Bachelor's Degree from an accredited college or university.
Related work experience such as call center experience, policy interpretation, investigation experience, customer service experience, medical/mental health/healthcare experience, or caseworker experience may be substituted for the required education on a year-to-year basis with a maximum substitution of (4) years.
Data entry and computer and typing experience.

Nice To Haves

General knowledge of Healthcare Regulation, Long-Term Care, or Regulatory Programs preferred.

Responsibilities

Attends work on a regular and predictable schedule in accordance with agency leave policy and performs other duties as assigned.
Receives, processes, and distributes intake reports for investigations and other matters involving program information.
Interprets policies, procedures, rules, regulations, and standards to internal and external stakeholders.
Prepares summary of written and oral complaints, incidents, and information issues.
Maintains current knowledge in assigned area by reviewing literature, attending meetings, seminars, or communicating with other professionals.
Evaluates complaints and incidents and assigns the proper priority for investigation.
Communicates on a complex level with others (internally or externally) to provide, exchange, or verify information, answer inquiries, address issues, or resolve problems or complaints.