Complaint Intake Specialist (HS1) – DOH7957

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.

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.