Job description
Description
This
Call Center Lead promotes and assists 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, public health programs closely linked to the Department’s mission to protect and improve the health of people in Washington State. This position will coach, mentor, train, and serve as a technical consultant on difficult questions and complex, non-standard regulatory legislation and policy, and recommends ways to improve the efficiency of operational processes within and between workgroups, agencies, and partners.
You will provide assistance for healthcare practitioner and healthcare facility renewals, applications, verification of credentials, disclosure of public records, and the disciplinary process, which ties directly to improving patient safety and fostering access to health care in Washington.
This recruitment is for a full-time, permanent Health Services Consultant 2 (HSC 2) position within the Division of Health Systems Quality Assurance, Office of Customer Service.
The duty station for this position is in Tumwater, WA. Telework (mobile work) is currently expected. When required by business needs, the incumbent will be expected to report to the duty station for work activities, including training, meetings, or front counter duties.
About Health Systems Quality Assurance
The division of Health Systems Quality Assurance (HSQA) is responsible for oversight of Washington State’s health care delivery system which includes licensing and regulating more than 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 Office of Customer Service 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.
About the Department of Health
The vision of the Washington State Department of Health (DOH) is equity and optimal health for all. Our mission is to work with others to protect and improve the health of all people in Washington state. Learn more about the DOH Transformational Plan.
Our Values
Good organizations know what they do and how they do it. Great organizations also understand why they do it. Our values are:
Human-centered: We see others as people who matter like we do and take into account their needs, challenges, contributions, and objectives.- Equity: We are committed to fairness and justice to ensure access to services, programs, opportunities, and information for all.
- Collaboration: We seek partnership and collaboration to maximize our collective impact. We cannot achieve our vision alone.
- Seven Generations: Inspired by Native American culture, we seek wisdom from those who came before us to ensure our current work protects those who will come after us.
- Excellence: We strive to demonstrate best practices, high performance, and compelling value in our work every day.
The Washington State Department of Health acknowledges that our locations statewide are on the homelands of Native people, who have lived in this region from time immemorial. Currently, within the boundaries of Washington State, there are 36 tribes, 29 of which are federally recognized, that share traditional homelands and waterways in what is now Washington State. Some of these are nations and confederacies that represent multiple tribes or bands. We express our most profound respect for and gratitude toward these original and current caretakers of the region. As a public health agency, we acknowledge our responsibility to establish and maintain relationships with these tribes and Native peoples, in support of tribal sovereignty and the inclusion of their voices in public health programs and policies. We pledge that these relationships will consist of mutual trust, respect, and reciprocity.
Benefits of Working for DOH
Washington is America's Top State according to U.S. News (2021) and provides one of the most competitive benefits packages in the nation.
We also offer:
A healthy life/work balance by offering flexible schedules and telework options for many positions.- Growth and development opportunities.
- A wellness program that offers education, access to healthy food, and fitness classes.
- Opportunities to serve your community through meaningful work.
- A commitment to diversity and inclusion fosters an inclusive environment that encourages all employees to bring their authentic selves to work.
- An Infant at Work Program based on the long-term health values of breastfeeding newborns and infant-parent bonding.
- Employee resource groups that provide forums for employees to gather and share ideas about matters that affect their personal and professional lives and support career development.
Duties include:
Provide technical consultation and assistance to health service providers, agency staff and the public about HSQA public health programs and policies.- Interpret, train and explain complex health laws, policies and processes.
- Provide ongoing support for changes in job functions as laws and rules change and/or new public health programs, including those affecting health professions or regulated facilities.
- Provide expertise, support and guidance to 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.
- Prepare, review, and send 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.
- Identify and assess issues by collecting data and recognizing items not conforming to standard patterns. Provide recommendations for resolution.
- Will assist with emergency response activities as assigned during a public health emergency.
What we’re looking for
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. Our ideal candidate demonstrates resilience to model outward behaviors including seeing people like ourselves whose goals, objectives, needs, and challenges matter.
Required Qualifications
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 environment.
- One (1) or more years of experience assisting health professions or facilities related customers using the Integrated Licensing and Regulatory System (ILRS) database.
- Two (2) or more years of experience using standard office software including:
- Spreadsheet software such as MS Excel to create, modify, print, and format spreadsheets and work with basic formulas, data, and functions.
- Word processing software such as MS 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.
- Email software such as MS Outlook to compose and respond to correspondence electronically.
- Entering, tracking, and monitoring information in a database.
- 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 Qualifications
An Associate’s degree or two (2) years of higher education (quarter/semester credit equivalency).- 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.
Application Process
Intrigued? Click "Apply" to submit your detailed application profile along with the following:
A cover letter, describing how you meet the qualifications and why you are interested in this position.- A current resume.
- 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.
Please do not attach any letters of recommendation or other documents not requested above .
Important Note: Do not attach documents that contain a photo or private information (social security number, year of birth, transcripts, etc.) or documents that are password protected or not requested above. These documents will not be reviewed and may cause errors within your application when downloaded.
Applicants wishing to claim Veterans Preference should 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 year of birth.
The Washington State Department of Health (DOH) is an equal opportunity employer. DOH strives to create a working environment that is inclusive and respectful. We prohibit discrimination based on race, sex, color, national origin, religion, sexual orientation, gender identity, age, veteran status, political affiliation, genetics, or disability.
This is a position covered by a bargaining unit for which the Washington Federation of State Employees (WFSE) is the exclusive representative.
Conditions of Employment/Working Conditions
Important Note: All employees engaging in work for the Department of Health are required to be fully vaccinated before their hire date. Proof of vaccination will be verified by the Office of Human Resources after an employment offer has been extended.
This position requires an onsite/in-person presence. I understand that a medical or religious exemption to the vaccine mandate cannot be accommodated at this time. I will reach out to HR@doh.wa.gov if I have any questions.
With or without an accommodation, I am willing and able to:
Work Monday – Friday from 8am-5pm to meet business and customer service needs.- Occasionally work in excess of 40 hours per week and/or to adjust normally scheduled hours, which may include evenings and weekends to meet program needs and critical deadlines. A flexible work schedule will be considered at the incumbent’s request, subject to supervisory approval.
- Occasionally travel within Thurston County to attend meetings or training sessions.
If you have questions, need alternative formats or other assistance please contact Cher Williams at (360) 236-4545, cher.williams@doh.wa.gov, or TDD Relay at 1-800-833-6384 or 7-1-1. Technical support is provided by NEOGOV, 855-524-5627 (can’t log in, password or email issues, error messages).
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Supplemental Information
This recruitment may be used to fill other positions of the same job classification across the agency. Once all the position(s) from the recruitment are filled, the 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.
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