JOB
Are you passionate about improving patient safety and fostering access to health care in Washington State? We’re seeking a detail-oriented Call Center Lead. This full-time, non-permanent, Health Services Consultant 2 position is anticipated to last 12 months from date of hire.Health Systems Quality Assurance (HSQA)Office of Customer Service - Customer Service Call CenterLocation: Tumwater, WA (flexible/hybrid) Make a difference.As a Call Center Lead, you will: Promote and assist with all aspects of health profession and facility licensing and regulatory activities, providing technical consultation and assistance to health services providers and staff for health provider licensing and discipline.Coach, mentor, train, and serve as a technical consultant on difficult questions and complex non-standard regulatory legislation and policy, and recommend improvements on the efficiency of operational processes within and between workgroups, agencies, and partners.Assist with healthcare practitioner and health care facility renewals, applications, verification of credentials, disclosure of public records, and the disciplinary process. Responsibilities include, but are not limited to: Interpreting, training and explaining complex health laws, policies and processes. Providing ongoing support for changes in job functions as laws and rules change and/or new public health programs (e.g.pain management, facilitated referrals, medical marijuana, prescription monitoring program, bath salt drug prevention), including those affecting health professions or regulated facilities. Assisting front-line call center staff in responding to and resolving complex and controversial inquiries, issues and customer related problems for health care practitioners, general public, state and federal agencies and other stakeholders related to public health regulatory programs. Assisting with and coaches staff and applicants thorugh difficult online user inquiries and problems, some associated with the state-wide secure access data security system. Resolving issues of a complex, non-typical nature and/or those with exceptions to standard processes and criteria. This includes preparing, reviewing 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 & QualificationsNote: 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.Three (3) or more years of experience resolving customer inquiries, problems, or complaints.Three (3) or more years of experience applying organizational skills, including the ability to handle many detailed tasks or projects simultaneously within specific timeframes or deadlines. One (1) or more years of experience preparing correspondence and answering telephones daily in a high production office environment.One (1) or more years of experience assisting health professions or facilities related customers using the Integrated Licensing and Regulatory System (ILRS) database or similar database. 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.Entering, tracking, and monitoring information in a database.Email software such as Microsoft Outlook to compose and respond to correspondence electronically.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 two years of higher education (quarter/semester hour equivalent).One (1) or more years of experience reviewing documents and taking appropriate action based on an analysis of the information. One (1) or more years of experience working as a lead worker or supervisor. Join a great team and lead us into the futureThe 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’s Office of Customer Service’s 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 & FlexibilityThe incumbent may be located anywhere within the State of Washington. Telework (mobile work) is currently expected. When approved, the incumbent will work with their supervisor to identify an appropriate work schedule and balance including telework and reporting to the Tumwater, WA duty station for work activities as needed. We anticipate the incumbent will work at the Tumwater office 1 day monthly. Work that mattersPublic 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 DOHJoin 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 DOHWe 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 ApplyIntrigued? 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 NOT review additional supplemental attachments. DO NOT attach or submit the following: Personal photos (this includes photos on your resume and/or cover letter).Transcripts.Certifications or diplomas.Projects or portfolios.Letters of Recommendation.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 RepresentationThis 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.Occasionally travel within Thurston County to attend meetings or training sessions.Cope with potentially stressful situations, hostile clients, and workload demands and able to focus on the issue and not personalize the situation. 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. SUBSCRIBE to DOH Job Alerts
SUPPLEMENTAL INFORMATION
This recruitment may be used to fill positions of the same job classification across the agency. Once all the position(s) advertised in this recruitment are filled, this recruitment may only 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. Education and experience selected, listed and/or detailed in the Supplemental Questions must be verifiable on the detailed applicant profile submitted.