Complaint Intake Consultant
State of North Carolina, Raleigh, NC, United States
Agency: Department of Health and Human Services; Division: Health Service Regulation; Job Classification Title: Facility Compliance Consultant I (NS); Position Number: 60053820; Grade: NC15
About Us The North Carolina Department of Health and Human Services (DHHS) is one of the largest, most complex agencies in the state, and has approximately 17,000 employees. It is responsible for ensuring the health, safety, and well-being of all North Carolinians, providing human service needs for special populations including individuals who are deaf, blind, developmentally disabled, and mentally ill, and helping poor North Carolinians achieve economic independence.
Job Responsibilities The primary responsibility of the position is to receive, triage, and enter complaints and incidents into a computerized Complaints Tracking System. The incumbent will be communicating with the public and health care providers in a telephone call center environment, determining compliance issues of health care providers and the seriousness of the issues to ensure recipients of health care services are safe and receiving the needed health care services. In making intake decisions, the incumbent must apply numerous laws, regulations, standards, and procedures that have been established by the State and/or Federal government. These determinations are made in conjunction with the supervisor, a team of peers, or independently.
Qualifications & Preferred Skills
Strong clinical background, including assessment, care planning and delivery of care
General knowledge of state and federal rules and regulations applicable to health care facilities
Ability to communicate (both verbally and in writing) and document complaints and incidents clearly and concisely
Ability to function independently and as an interdisciplinary team member
Location & Telework This position will be physically located in our Raleigh office. Opportunities for up to three days a week of telework are available for employees after a period of training and evaluation.
Compensation & Benefits The State of North Carolina offers excellent comprehensive benefits. Employees can participate in health insurance options, standard and supplemental retirement plans, and the NCFlex program (numerous high-quality, low-cost benefits on a pre-tax basis). Employees also receive paid vacation, sick, and community service leave, and paid parental leave is available to eligible employees.
Minimum Education and Experience Generalist: Bachelor’s degree in a health, human service, or educational related field from an appropriately accredited institution and three years’ experience in surveying, clinical and/or administration of a program in a related health field; or an equivalent combination of education and experience.
Social Work: Master’s degree in social work from an appropriately accredited institution and one year experience in surveying, clinical and/or administration of a program in a related health field; or Bachelor’s degree in social work from an appropriately accredited institution and three years’ experience in surveying, clinical and/or administration of a program in a related health field; or an equivalent combination of education and experience.
EEO Statement The State of North Carolina is an Equal Employment Opportunity Employer and dedicated to providing employees with a work environment free from all forms of unlawful employment discrimination, harassment, or retaliation. The state provides reasonable accommodation to employees and applicants with disabilities; known limitations related to pregnancy, childbirth, or related medical conditions; and for religious beliefs, observances, and practices.
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About Us The North Carolina Department of Health and Human Services (DHHS) is one of the largest, most complex agencies in the state, and has approximately 17,000 employees. It is responsible for ensuring the health, safety, and well-being of all North Carolinians, providing human service needs for special populations including individuals who are deaf, blind, developmentally disabled, and mentally ill, and helping poor North Carolinians achieve economic independence.
Job Responsibilities The primary responsibility of the position is to receive, triage, and enter complaints and incidents into a computerized Complaints Tracking System. The incumbent will be communicating with the public and health care providers in a telephone call center environment, determining compliance issues of health care providers and the seriousness of the issues to ensure recipients of health care services are safe and receiving the needed health care services. In making intake decisions, the incumbent must apply numerous laws, regulations, standards, and procedures that have been established by the State and/or Federal government. These determinations are made in conjunction with the supervisor, a team of peers, or independently.
Qualifications & Preferred Skills
Strong clinical background, including assessment, care planning and delivery of care
General knowledge of state and federal rules and regulations applicable to health care facilities
Ability to communicate (both verbally and in writing) and document complaints and incidents clearly and concisely
Ability to function independently and as an interdisciplinary team member
Location & Telework This position will be physically located in our Raleigh office. Opportunities for up to three days a week of telework are available for employees after a period of training and evaluation.
Compensation & Benefits The State of North Carolina offers excellent comprehensive benefits. Employees can participate in health insurance options, standard and supplemental retirement plans, and the NCFlex program (numerous high-quality, low-cost benefits on a pre-tax basis). Employees also receive paid vacation, sick, and community service leave, and paid parental leave is available to eligible employees.
Minimum Education and Experience Generalist: Bachelor’s degree in a health, human service, or educational related field from an appropriately accredited institution and three years’ experience in surveying, clinical and/or administration of a program in a related health field; or an equivalent combination of education and experience.
Social Work: Master’s degree in social work from an appropriately accredited institution and one year experience in surveying, clinical and/or administration of a program in a related health field; or Bachelor’s degree in social work from an appropriately accredited institution and three years’ experience in surveying, clinical and/or administration of a program in a related health field; or an equivalent combination of education and experience.
EEO Statement The State of North Carolina is an Equal Employment Opportunity Employer and dedicated to providing employees with a work environment free from all forms of unlawful employment discrimination, harassment, or retaliation. The state provides reasonable accommodation to employees and applicants with disabilities; known limitations related to pregnancy, childbirth, or related medical conditions; and for religious beliefs, observances, and practices.
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