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SalaryDescription
Embark on a rewarding career with the Department of Health's (DOH) Health Systems Quality Assurance (HSQA) and make a meaningful impact on healthcare regulation and patient safety in Washington State. Apply today and become an integral part of our dedicated team striving to ensure access to quality healthcare for all.
This announcement will be used to fill 2 full-time, permanent Health Services Consultant 1 (HSC1) positions.
Office:
Location: Tumwater, WA (flexible/hybrid)
Make a difference.
As a Customer Service Center Phone Agent (HSC1), you will play a pivotal role in promoting and facilitating all aspects of health profession and facility licensing and regulatory activities. This position serves as the face and voice of DOH HSQA, providing essential services via telephone, in person, and through various electronic methods to ensure the seamless operation of healthcare licensing and regulatory processes.
Key Responsibilities:
- As part of a high-performance team, providing accurate and timely consultation/technical services to promote and assist with the evaluation of program effectiveness, quality and compliance for all HSQA services.
- Evaluating and assessing information provided by current and potential healthcare license holders for completeness, accuracy, and adherence to established departmental policy, procedure, state laws, regulations, and other credentialing requirements, standards, and practices.
- Providing in-depth technical assistance to callers requesting assistance with the online renewal and online application process.
- Answering high volumes of calls coming into the call center main line, accurately explaining the filing procedure for applications, renewals, and complaints.
- Providing consultation to customers for requirements of licensure, the procedure for processing applications, completion of necessary forms, and explaining testing requirements.
- Providing written and verbal correspondence and outreach to internal and external customers. Providing renewal and application status updates to credential holders and applicants.
- Explaining complex laws and regulations to inquiring providers, stakeholders, and other government entities.
- Providing consultation and education for healthcare profession credentialing and renewals to providers, customers, stakeholders, and/or other external bodies, including out of state and in-state verification of employment.
- Preparing and sending letters, e-mail correspondence, acknowledgements, notifications, requests for documentation/information, and responses to inquiries from the public, health care providers, health care facilities, and other organizations.
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.
- Two (2) or more years of experience resolving customer inquiries, problems or complaints.
- One (1) or more years of experience preparing correspondence and answering telephones daily.
AND
Two (2) or more years of experience using standard office software including:
- Spreadsheet software such as Microsoft Excel to create, modify, print, and format spreadsheets and work with basic formulas, data, and functions.
- Word processing software such as Microsoft Word to create, format, edit, preview, print, and save documents as well as using standard functions to select, edit, copy, paste, format, create tables, use spell check, and create bulleted and numbered lists.
- Email software such as Microsoft Outlook to compose and respond to correspondence electronically.
- Entering, tracking, and monitoring information in a database.
- Using the internet as a research tool to find and download information.
Note: Prior to a new hire, a background check including criminal record history will be conducted. Information from the background check will not necessarily preclude employment but will be considered in determining the applicant's suitability and competence to perform in the position.
Desired Skills & Preferred Experience
- An associate degree or higher OR 2 or more years of higher education (90 quarter or 60 semester credit equivalencies).
- One (1) or more years of experience reviewing documents and taking appropriate action based on an analysis of the information.
- Two (2) or more years of experience working in a call center environment.
Join a great team and lead us into the future
The Department of Health works to protect and improve the health of people in Washington State.
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 380,000 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.
The HSQA Office of Customer Service goals include improved patient safety, increased public confidence in our ability to protect public health, thorough approaches to system improvements, clear lines of authority and accountability, increased span of control for supervisors, and seamless and efficient delivery of services.
Work Location & Flexibility
The duty station for this position is in Tumwater, WA. Telework (mobile work) is currently expected. When approved, the incumbent is expected to report to the duty station for work activities. Work at the Tumwater office is anticipated to be less than 5 days per year.
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.
- Do not submit private information including social security numbers, year of birth, etc.
The hiring manager WILL NOTreview additional supplemental attachments. DO NOT attach or submit the following:
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 occasionally adjust work-schedule to meet business needs, which may include evenings and weekends. A flexible work schedule will be considered upon request and supervisor approval.
- Cope with potentially stressful situations, hostile clients, and workload demands; focusing on the issue and not personalizing the situation.
- Occasionally travel within Thurston County to attend meetings and/or trainings.
- Legally operate a state- or privately-owned vehicle OR provide alternative transportation while on state business.
- Participate in emergency response exercises and emergency events/high-priority assignments, as assigned.
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