Facilities Complaint Intake Specialist (HSC 1) DOH8826

Full Job Description

This is a full-time onsite position located at our DOH facility in Tumwater, WA.

This Non-Permanent Appointment has a duration of 6 months.

The Opportunity

This position is responsible for receiving and assessing unlicensed practice, state licensed facilities, federally certified facilities, and services complaints from the public regulated by the department, which tie directly to improving patient safety and fostering access to health care in Washington, important priorities for the Department of Health and Washington State.

As part of a high-performance team, the Facilities Complaint Intake Specialist receives, assesses and screens complaints for possible imminent danger, provides customer service and technical assistance on how to submit a complaint to the department over the phone, electronically online, via mail, or in person at the Tumwater campus.

You will also support case management activities, as needed, to maintain workflow and meet performance timelines.

Key Responsibilities Include:

• Review complaints that contain personal, sensitive, and confidential health information which may include allegations of a criminal or sexual nature and graphic materials.
• Maintain and handle confidential information, records, or documents according to agency and office policies, procedures, and protocols.
• Contact complainants to obtain additional or clarifying information about a complaint if incomplete.
• Monitor and respond to complaints received on the statewide complaint hotline.
• Meet with complainants who chose to file their complaint in person at the Tumwater campus.
• Manage the facility complaint intake shared email box, team line voicemails, mail, and other methods of receiving complaints.

Why You’ll Love This Role

You’ll work with a variety of customers, both internal and external, as you gain skill in interpreting rules, regulations and laws.

You’ll collaborate with team members, ensuring best practices are followed to enhance effectiveness and efficiency. You’ll develop a robust body of knowledge in complaint intake and facilitation.

Bring your technical and professional competence, and analysis and problem-solving skills to a team that makes a difference.

Required Qualifications

There are multiple pathways to qualify for this position. You must meet one of the options provided and any additional criteria listed.

Experience 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 in credentialing (licensing) healthcare professionals or facilities, or in a health or regulatory services program.

Examples of a health services program include, but are not limited to, healthcare administration, rule or legislative implementation, government programs.

Option 2: Associate’s degree or higher in healthcare, public or business administration, or related field.

Additional Required Knowledge, Skills, Abilities, and Experience

The duties of this position may require the incumbent to complete an identity verification/validation process to gain authorized access to a Center for Medicare & Medicaid Services system to perform the essential functions of the position.

This verification/validation process may require the incumbent to provide government-issued identification, current photo/image, and social security number, and credit report.

Preferred Qualifications

While these aren’t required, having them can help you stand out as a candidate.

Employee Benefits

We’re committed to supporting your work-life balance and offering one of the most comprehensive benefits packages designed to fit your lifestyle.

From health and wellness programs to retirement plans and leave options, we offer a range of resources to help you thrive. Learn more about our Washington State Benefits.

The role of the Office of Health Systems Oversight (OHSO) is to support the department’s mission by contributing to safe care for Washingtonians by providing oversight of state-licensed and federally regulated clinical and behavioral health entities, and by ensuring they meet applicable standards.

We achieve this through timely, comprehensive, consistent, and fair inspections, investigations, providing reports that identify areas of non-compliance with existing regulations and when required, and initiating enforcement action to protect the public.

We also serve as the contracted agency for the Centers for Medicare and Medicaid Services (CMS) for federal enforcement standards.

Our vision is to be an effective partner in ensuring health and safe patient care in the community we oversee.

About the Washington State Department of Health

We're nearly 2,000 professionals across Washington working together to protect and improve community health.

Guided by our values of Equity, Innovation, and Engagement, we address health disparities, respond to emerging challenges, and strengthen systems that support resilience.

At DOH, we help reduce barriers, collaborate with diverse communities, and champion equitable health outcomes. We’re passionate people who are driven to make a difference in public health.

Explore more about the Department of Health, our programs, and our impact by visiting our website.

Working Conditions:

The following describes the working conditions of this position, with or without reasonable accommodation.

Work Setting:

Schedule:

This position has a work schedule of 40 hours per week. DOH business hours are Monday to Friday 8:00 a.m. to 5:00 p.m.

The position would not normally require working in excess of 40 hours per week, but if it became necessary for business needs, your supervisor would notify you in advance.

This position would not normally work an alternate schedule, but requests may be considered and are subject to supervisory approval.

Travel Requirements:

Travel is not required to perform the duties of this position; however infrequent travel may be expected to attend meetings, trainings, or conferences.

When driving for state business, the employee must be able to legally operate a state or privately-owned vehicle; OR provide alternate transportation while on state business.

Tools & Equipment:

This position uses standard office furniture and equipment, such as a desk, office chair, cell phone, computer, monitor(s), keyboard, and mouse; and when in the office, the position may also require the use of a printer, phone, fax machine, and/or copy machine.

Customer Interactions:

The position requires daily interactions on the telephone and in writing with customers, some of whom may be upset, frustrated, or irate.

Other:

APPLICATION DIRECTIONS:

We’re committed to a fair and equitable hiring process. Only materials submitted through the official application will be considered. Emailed resumes or documents won’t be accepted or shared with the hiring manager.

Click “Apply” to complete your application. Attach your resume, cover letter, and DD-214 (if applicable).

List at least three professional references, directly in your Applicant Profile or as a separate attachment, including a supervisor, a peer, and someone you’ve supervised or led (if applicable).

DO NOT INCLUDE private details like your SSN or birth year, personal photos, transcripts, certifications, diplomas, projects, portfolios, or letters of recommendation.

Veterans Preference: Applicants wishing to claim Veterans Preference must attach a copy of their DD-214 (Member 4 copy), NGB 22, or a 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

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, need assistance with the application process, require an accommodation, or would like to request this posting in an alternative format, please contact Kristina Cox at employment@doh.wa.gov and reference DOH8826.

Technical Support: Reach out to NEOGOV directly at 1-855-524-5627 for technical support and login issues.

Additional Information

This recruitment may be used to fill positions of the same job classification across the agency. Once all the position(s) from the recruitment are filled, the candidate pool may 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.

Experience and education selected, listed, or detailed in the Supplemental Questions must be verifiable on the submitted applicant profile.