Toll-Free Intake Specialist

TX-HHSC-DSHS-DFPS•Austin, TX

7d•Hybrid

About The Position

Join the Texas Health and Human Services Commission (HHSC) and be part of a team committed to creating a positive impact in the lives of fellow Texans. At HHSC, your contributions matter, and we support you at each stage of your life and work journey. Our comprehensive benefits package includes 100% paid employee health insurance for full-time eligible employees, a defined benefit pension plan, generous time off benefits, numerous opportunities for career advancement and more. Explore more details on the Benefits of Working at HHS webpage. Work Hours 10:15 AM- 7:15 PM or other hours based on business needs. Serves as Protective Services Intake Specialist V in the Complaint and Incident Intake Toll-Free Intake Processing Unit. Answers calls related to abuse/neglect/exploitation (ANE) involving Nursing and Assisted Living Facilities, ICF/ID Facilities, Home Health and Hospice Agencies, Hospitals, End-Stage Renal Disease Facilities, and other program areas as appropriate. Performs complex analysis of complaints, requests for information, suggestions and facility 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. Answers calls, reviews faxes, mail and internet information received. Assesses intakes for determination of priority, allegation type and handling.

Requirements

Knowledge of state and federal regulatory and assistance programs preferred.
Skills in working with ACD call systems and computers.
Normal Auditory Ability.
Advanced ability to communicate both orally and in writing.
Professional and knowledgeable attitude and behavior with members of the public and co-workers.
A complete and clearly written application.
Bachelor's Degree from an accredited college or university.
Related work 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

Experience in a healthcare or related field 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 or 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.