This recruitment is for one permanent and one non-permanent appointment. These full-time onsite positions are located at our DOH facility in Tumwater, WA. The non-permanent appointment has a duration of 6 months. The Opportunity This position is within the Office of Health Systems Oversight (OHSO) , whose role is to support the department's mission to work with others to protect and improve the health of people in the state of Washington by contributing to safe care and providing oversight of state-licensed and federally certified clinical and behavioral health entities, and by ensuring they meet applicable standards. OHSO's vision is to be an effective partner in ensuring healthy and safe patient care in the community we oversee. We achieve this through timely, comprehensive, consistent, and fair reviews, inspections, and investigations; providing reports that identify areas of non-compliance with existing regulations and, when required, initiate enforcement action to protect the public. We also serve as the contracted agency for the Centers for Medicare and Medicaid Services (CMS) for the enforcement of Medicare's conditions of participation. The department is also approved by the federal Substance Abuse and Mental Health Services Administration (SAMHSA) as an accrediting body (AB) providing accreditation services for Behavioral Health Agencies (BHA) certified for opioid treatment provider (OTP) services in the state. Join a high-impact team dedicated to patient safety!

Key Responsibilities Include:

Complaint Intake & Initial Review Receive incoming complaints via online database, mail, fax, telephone (including hotline), email, or in-person. Manage intake channels including the shared facility email inbox, team voicemails, and physical mail. Meet in person with complainants at the Tumwater campus. Review sensitive content containing personal, confidential, and graphic health information, including criminal or sexual allegations. Review for jurisdiction and refer complaints to alternate agencies or disciplining authorities when necessary. Identify duplicate records or companion cases to see if information needs to be added to an existing file. Contact complainants directly to obtain additional or clarifying information for incomplete submissions. Triage & Urgent Risk Assessment Assess for imminent danger regarding patient safety within two business days or required timelines. Prioritize urgent complaints and coordinate fast-track routing to the Case Management Team. Monitor high-priority cases continuously to ensure they receive appropriate, immediate attention. Case File Creation & Data Management Create complaint records and unique case numbers, documenting the respondent, complainant, and the nature of the allegation. Create physical and electronic case files using office protocol and operational scanning tools. Forward completed files to the designated Case Manager for formal assessment. Record information in databases across applicable state and federal electronic systems within performance timelines. Update database tracking with current case status, including adding warning flags for pending cases. Maintain and crosscheck data to resolve discrepancies and ensure database accuracy. Assist with closing complaints in the database after a no-action determination is made by Case Management. Customer Service & Partner Liaison Provide general customer service to assist the public, internal staff, and external customers with filing complaints. Maintain communication lines through written and verbal correspondence regarding case status and questions. Answer routine questions about agency procedures, policies, and services. Accommodate special requests by taking complaints over the phone to comply with ADA and Reasonable Accommodation guidelines. Triage inbox inquiries to analyze and resolve incoming customer requests. Refer callers out to the appropriate authority, office, or agency if the department cannot assist them. Administration, Collaboration & Physical Operations Collaborate internally with case managers, program managers, investigators, staff attorneys, and credentialing staff. Handle confidential documents securely in accordance with agency privacy policies and protocols. Manage physical files by accessing, organizing, and maneuvering archive boxes weighing up to 30 pounds. Navigate high-density storage to retrieve records from ground level up to heights above five feet. Identify process improvements to improve accuracy, timeliness, efficiency, and customer service. Why You'll Love This Role You'll be part of an engaged, in-person team doing work that directly supports patient safety and helps people navigate important concerns about health care services. You'll review and organize complex information, communicate with the public and regulatory partners, solve problems and help make sure complaints get to the right place at the right time. You'll build a strong understanding of Washington's health care regulatory system while working closely with case managers, investigators, program managers, and other partners. You'll also have opportunities to improve how the work gets done by identifying efficiencies, strengthening the quality, and helping the team meet critical timelines. 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. AND Two (2) or more years resolving customer inquiries, problems or complaints to both external and internal customers in a high-production office environment. Option 2: Associate's degree or higher in healthcare, public or business administration, or related field. AND Two (2) or more years resolving customer inquiries, problems or complaints to both external and internal customers in a high-production office environment. Additional Required Knowledge, Skills, Abilities, and Experience 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 drafting and responding to correspondence and answering telephones daily in a high-production office environment. Experience using Microsoft Word and Adobe Pro software to create, combine, format, and edit documents for report writing and other internal and external correspondence. One (1) year or more of experience entering, tracking, and monitoring information in a database. Cultural Humility

• Demonstrates the ability to take action to learn and grow, facilitating the development and integration of diverse perspectives, and honoring the different cultures represented in our agency. Equity and Inclusion
• Demonstrates the ability to take action to meet the needs of others, removing barriers to accessing shared resources, and promoting a culture of equity, social justice, and belonging. People Impact Orientation
• Demonstrates an ability to take action to adapt and adjust work and behaviors to increase positive impact on others.

Holds themselves accountable for having a positive impact on others to the greatest extent possible. 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, Social Security number, and credit report. Preferred Qualifications While these aren't required, having them can help you stand out as a candidate. A bachelor's degree or higher in public health, health care administration, public or business administration, or a closely related field. Experience using complex healthcare-related databases, including inputting data, importing and exporting data, preparing standard reports, and interpreting electronic records in a variety of settings. One (1) or more years of experience in a disciplinary or regulatory environment. One (1) or more years of experience working with sensitive or confidential information. One (1) or more years of experience interpreting and applying RCWs, WACs, or policies and procedures. Employee Benefits We offer a solid benefits package that supports you and your family's health, financial security, and work-life balance. You'll have access to comprehensive medical, dental, and vision coverage, life and long-term disability insurance, flexible spending and health savings accounts, and retirement plans that help you plan for tomorrow while you're living today. Paid holidays, vacation and sick leave help you recharge, and additional programs like dependent care assistance and professional development opportunities add value beyond basic coverage. Join us and enjoy benefits designed to care for you as much as you care about public health. Learn more about DOH benefits and see how we support your life at work and beyond by visiting Work@Health . About the Washington State Department of Health We're nearly 2,700 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 . Our work depends on people who take action to learn and grow and who take action to meet the needs of others every day, in service of a healthier Washington. 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:

This position's work must be completed at the Tumwater, WA DOH Office.

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 or trainings. 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:

Duties may require maneuvering and lifting packages and/or materials up to 30 lbs., including but not limited to equipment and operational supplies, including paper case files. This position is covered by a bargaining unit for which the Washington Federation of State Employees (WFSE) is the exclusive representative. The DOH campus is a smoke-free, drug-free, alcohol-free, scent-neutral environment. This position may be required to conduct and/or participate in public health emergency preparedness and response activities.

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 DOH8981.

Technical Support :

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

SUBSCRIBE

to DOH Job Alerts 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.