Address
Form of work
SalaryDescription
Position: This is a full-time, permanent, Health Services Consultant 1 (HSC1).
Division: Health Services Quality Assurance
Office of Investigative & Legal Services
Location: Tumwater, WA (flexible/hybrid)
Make a difference.
Be a part of a team committed to excellence and making a real impact on patient safety. As a Complaint Intake Specialist, you will play a vital role by providing essential technical assistance specific to the disciplinary process and performing open, intake and case closure functions for public health related complaints against health professionals and facilities. You’ll complete the collection phase of the complaint process. Complaints may be received by live telephone call, statewide complaint hotline, or in person. Complaints received by the department are primarily health care related complaints. These complaints may contain upsetting and/or discomforting information such as graphic images, descriptions of criminal activities, descriptions of abuse, neglect, substandard care, and sexual misconduct.
In this position, you’ll
- Assess incoming complaints for imminent danger to the public, a key patient safety requirement and create case files for disciplinary assessment.
- Represent one of the major intake and triage avenues liked to patient and consumer safety.
- Summarize and prepare complaints for the discipling authority, boards, and commissions to review and determine whether an investigation will be authorized.
- Evaluate and make recommendations for improving Complaint Intake processes and assist with ensuring complaints are handled within the timelines established in the Uniform Disciplinary Act.
Key responsibilities include:
- Performing Complaint Intake tasks related to health professionals and facilities. Applying knowledge of our complaint process while receiving, processing, forwarding, and closing complaints with a high degree of accuracy.
- Scanning and indexing incoming complaints.
- Organizing and creating complaint disciplinary files in system database (ILRS).
- Preparing correspondence to the respondent, complainant, and their attorney.
- Working collaboratively with case managers, program manager, investigators, staff attorneys, and credentialing staff.
Our Ideal Candidate.
Has a driving passion for the work, brings humility to their job and interactions, and understands how their actions affect others. They see the needs and objectives of others and take them into account while achieving their objectives, and they adapt their approach and expectations accordingly. They demonstrate resilience and outward behaviors even when confronted with others who are not open or collaborative.
Essential Requirements & Qualifications
Note: Experience defined below may have been gained through paid or unpaid activities. Please ensure any relevant experience defined below is outlined in your cover letter, resume, and/or applicant profile.
Option 1: Two (2) or more years of experience assisting with customer inquiries, problems, or complaints in a high production office environment.
Option 2: An associate degree or higher; AND one (1) or more years of experience assisting with customer/public inquiries, problems, or complaints in a high production office environment.
AND (for ALL of the above options) the following:
- Two (2) or more years of experience reviewing documents or reports for key issues, summarizing facts and taking appropriate action based on an analysis of the information. One (1) or more years of experience preparing reviewing/responding to email, correspondence and answering telephones daily in a high production office environment.
- One (1) or more years of experience using standard office software including basic-level experience using MS Word to create, format, edit, preview, print, and save documents; use standard functions to select, edit, copy, paste, format, and spell check text; create bulleted and numbered lists, indent and align paragraphs, and use bordering and shading features.
- One (1) or more years of experience entering, tracking, and monitoring information in a database.
- Using the Internet as a research tool to find and download information.
Desired Skills & Preferred Experience
- One (1) or more years of experience identifying key facts or issues while reviewing complex reports, complaints, or correspondence.
- One (1) or more years of experience identifying & summarizing complex issues, in writing, in a clear and concise manner for multiple stakeholders and the public.
- One (1) or more years of experience using spreadsheet software such as Microsoft Excel to create, modify, print, and format spreadsheets and work with basic formulas, data, and functions.
- One (1) or more years of experience working in a disciplinary or regulatory environment.
- One (1) or more years of experience using the Department of Health’s Integrated Licensing and Regulatory System (ILRS) database.
- One (1) or more years of reviewing and responding to a high volume (50+) of emails a day.
- One (1) or more years of experience using Adobe Pro DC to edit and maintain portable document files (PDF).
Join a great team and lead us into the future
The division of Health Systems Quality Assurance (HSQA) is responsible for oversight of Washington State’s health care delivery system which includes licensing and regulating over 463,000 health care professionals and 7,000 facilities. HSQA also works closely with communities and local health partners to build strong health systems and prevention programs across the state to help ensure communities have access to good health care and emergency medical services.
Work Location & Flexibility
The duty station for this position is in Tumwater, WA. The employee is expected to report to the duty station for work activities 5 days per week for training and orientation. Partial telecommuting is available up to 3 days per week with supervisory approval once their initial training is complete. We anticipate the incumbent will work at the Tumwater office at least 1 day weekly after the first six months of employment.
Work that matters
Public health promotes and protects the health of all people in the state of Washington, in the communities where they live, learn, work, and play. We understand that our efforts to achieve more equitable health outcomes for the communities we serve begin with our ability to operationalize and institutionalize equity throughout our internal policies, systems, and practices.
About DOH
Join the Washington State Department of Health (DOH) and be part of a dynamic team dedicated to safeguarding public health. As a frontline defender of our communities, DOH collaborates with partners around the clock to impact the lives of every Washingtonian and visitor. We’re not just an organization; we’re a catalyst for change, guided by our core values of Equity, Innovation, and Engagement. Our Transformational Plan for the future of Washington’s health is in motion, and we invite you to make a meaningful impact on the well-being of the state by joining us in this exciting journey. Your work at DOH truly matters.
Why DOH
We are dedicated to your work-life harmony and offer one of the most competitive benefits packages in the nation, designed to support your lifestyle. To learn more about “Why DOH”, visit Work@Health.
How to Apply
Intrigued? Click "Apply" to submit your detailed application profile along with the following:
- Remember to showcase your relevant education and experience in your application.
- Application packets must include the following:
- A cover letter (without personal pictures) describing how you meet the qualifications and why you are interested in this position.
- A current resume (without personal pictures).
- Three (3) or more professional references, to be listed in your profile under the references section, which includes at least one supervisor, peer, and (if you have supervised staff) someone you have supervised or led.
Attachments: DO NOT attach or include certifications/certificates of completion, transcripts, letters of recommendation, private information (social security number, year of birth etc.), or documents that include photos with your application. Please REMOVE all photos (including headshots) from your documents prior to submitting.
Veterans: Applicants wishing to claim Veterans Preference must attach a copy of their DD-214 (Member 4 copy), NGB 22, or signed verification of service letter from the United States Department of Veterans Affairs to their application. Please remove or cover any personally identifiable data such as social security numbers and birth year.
Union Representation
This position is covered by a bargaining unit for which the Washington Federation of State Employees (WFSE) is the exclusive representative.
Equity, Diversity, and Inclusion
We regard diversity as the foundation of our strength, recognizing that differing insights and abilities enable us to reflect the unique needs of the communities we serve.
DOH is an equal-opportunity employer. We prohibit discrimination based on race/ethnicity/color, creed, sex, pregnancy, age, religion, national origin, marital status, the presence or perception of a disability, veteran’s status, military status, genetic information, sexual orientation, gender expression, or gender identity.
Questions and Accommodations:
If you have questions about this position, please contact Danielle Dahm at, Danielle.Dahm@doh.wa.gov. For persons with disabilities, this document is available in other formats, please call 800-525-0127 (TDD/TTY 711) or email doh.information@doh.wa.gov.
Technical Support: Can’t log in, password or email issues, error messages? NEOGOV provides technical support at 1-855-524-5627.
Conditions of Employment/Working Conditions
With or without an accommodation, I am willing and able to:
- Work Monday – Friday, from 8 a.m. – 5 p.m., but willing to adjust the work schedule to meet business needs. A flexible work schedule will be considered upon request and supervisor’s approval.
- Occasionally travel to meetings or training and within the county to the Secretary of State Archive Records Center to retrieve files.
- Legally operate a state- or privately-owned vehicle OR provide alternative transportation while on state business.
- Move or transport boxes of files weighing up to 30 pounds.
- Participate in emergency response exercises and emergency events/high-priority assignments, as assigned.
SUBSCRIBE to DOH Job Alerts
Supplemental Information
This recruitment may be used to fill positions of the same job classification across the agency. Once all the position(s) advertised in this recruitment are filled, this recruitment may only be used to fill additional open positions for the next sixty (60) days.
Only applicants who follow the directions and complete the Application Process in-full will have their responses reviewed for consideration.
Education and experience selected, listed and/or detailed in the Supplemental Questions must be verifiable on the detailed applicant profile submitted.
