Job Location: This position will be located at 920 Wildwood Drive, Jefferson City, MO 65109.

Why you’ll love this position:

This professional position manages the Bureau of Hospital Standards complaint department. Overseeing all incoming hospital complaints for the bureau, maintaining tracking tools that follow the complaint through the process insuring federal due dates are met, while working with the assistant bureau chiefs. Coordinates with management to schedule an onsite visit and continues track through survey process to insure timelines are met. Works with hospitals, bureau staff, police departments, other health care providers, other DHSS sections and CMS to coordinate information needed for hospital complaints/surveys..

What you’ll do:

• Manage complaint process for Bureau of Hospital Standards. Collaborates with outside agencies to collect medical records, ambulance reports, police reports and other documentation related to the complaint investigation to provide further documentation in the triage process. Organize, develop, administer, and evaluate tracking for authorized If the complaint is triaged to be investigated onsite at the facility coordinate with supervisors to schedule surveyors to go onsite and investigate complaint.
• Manages complaints from the State of Missouri Complaint Hotline, direct from patients or family members, and Center for Medicare and Medicaid Services (CMS). Collaborates with facilities when self-reports of non-compliance are made
• Provide facility a due date for additional documentation and guidelines for the documentation that needs to be provided. Follow up as needed to ensure documents received in a timely manner.
• Assess complaints and complaint related correspondence to ensure BHS has the authority to investigate the complaint or if it needs to be referred to another agency. Determines if complaint needs to be referred and insure that it’s referred to the appropriate place. Coordinate with BHS administration as complaints are triaged and keep accurate record of decision and due dates if applicable.
• Collaborate with bureau management in weekly meetings to discuss workload, deadlines and scheduling multiple survey teams for investigations of complaints, recertification surveys, and construction surveys. Maintain an updated schedule for the Bureau as changes and leave requests arise. This includes tracking leave requests to maintain the accuracy of staff availability and maintaining bureau leave calendar as well. Maintains track sheets for prioritization of bureau work when scheduling.
• Track and monitor detailed weekly reports of survey processes and ensure Federal and State deadlines are being met. Also maintaining/creating multiple complex tracking and informational data bases with hospital and survey information to track the bureau’s workload. This includes dates and time frames for mailing and receiving correspondence following hospital surveys.
• Process monthly and quarterly detailed reports for the Bureau to provide complaint and survey numbers to our section to be reported on to our division.
• Develop partnerships with, and provide technical assistance to hospital CEOs, administrative staff, hospital attorneys, intermediaries, and Centers for Medicaid and Medicare Services (CMS), Regional Office staff.
• Coordinate with our Office of General Counsel (OGC) to insure Employee Disqualification List (EDL) investigations are completed correctly. Input Hospital EDL reports for BHS as well as Bureau of Home Care and Rehab EDL reports into PROD and upload to share drive for OGC. Insure any court dates related to these investigations are added to employees schedule.
• Compile complaint history reports requested by facilities, track requests, distribute to requestor in a timely manner.
• Set up survey shells in ASPEN for complaint surveys and all in one document for survey processes.
• Manage Hospital CEO/Admin ListServ. Send out mass communications and information requests to hospitals and process/log their reports and responses.

All you need for success:

Minimum Qualifications

• Bachelor’s degree and 0-2 years of relevant experience. (Substitutions may be allowed.)

If you have questions about this position please contact:

Richard Grindstaff at richard.grindstaff@health.mo.gov.

The State of Missouri is an equal opportunity employer. We celebrate diversity and are committed to creating an inclusive environment for all employees.