Facilities Complaint Intake Specialist (HSC 1) DOH8981

Facilities Complaint Intake Specialist (HSC 1) DOH8981

Salary

$4,004.00 - $5,376.00 Monthly

Location

Thurston County - Tumwater, WA

Job Type

Full Time - Permanent

Job Number

DOH8981

Department

Dept. of Health

Division

Health Systems Quality Assurance (HSQA)

Opening Date

09/14/2026

Closing Date

9/21/2026 11:59 PM Pacific

Salary Information

The high end of the salary range, Step M is typically a longevity step

• Description
• Benefits
• Questions

Description

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

Were 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. Were 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 positions 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

Supplemental Information

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.

More than Just a Paycheck!

Employee benefits are not just about the kind of services you get, they are also about how much you may have to pay out of pocket. Washington State offers one of the most competitive benefits packages in the nation.

We understand that your life revolves around more than just your career. Like everyone, your first priority is ensuring that you and your family will maintain health and financial security. Thats why choice is a key component of our benefits package. We have a selection of health and retirement plans, paid leave, staff training and other compensation benefits that you can mix and match to meet your current and future needs.

Read about our benefits:

The following information describes typical benefits available for full-time employees who are expected to work more than six months. Actual benefits may vary by appointment type or be prorated for other than full-time work (e.g. part-time); view the job posting for benefits details for job types other than full-time.

Note: If the position offers benefits which differ from the following, the job posting should include the specific benefits.

Insurance Benefits

Employees and their families are covered by medical (including vision), dental and basic life insurance. There are multiple medical plans with affordable monthly premiums that offer coverage throughout the state.

Staff are eligible to enroll each year in a medical flexible spending account which enables them to use tax-deferred dollars toward their health care expenses. Employees are also covered by basic life and long-term disability insurance, with the option to purchase additional coverage amounts.

To view premium rates, coverage choice in your area and how to enroll, please visit the Public Employees Benefits Board (PEBB) website. The Washington Wellness program from the Health Care Authority works with PEBB to support our workplace wellness programs.

Dependent care assistance allows the employee to save pre-tax dollars for a child or elder care expenses.

Other insurance coverage for auto, boat, home, and renter insurance is available through payroll deduction.

The Washington State Employee Assistance Program promotes the health and well-being of employees.

Retirement and Deferred Compensation

State Employees are members of the Washington Public Employees Retirement System (PERS). New employees have the option of two employer contributed retirement programs. For additional information, check out the Department of Retirement Systems web site.

Employees also have the ability to participate in the Deferred Compensation Program (DCP). This is a supplemental retirement savings program (similar to an IRA) that allows you control over the amount of pre-tax salary dollars you defer as well as the flexibility to choose between multiple investment options.

Social Security

All state employees are covered by the federal Social Security and Medicare systems. The state and the employee pay an equal amount into the system.

Public Service Loan Forgiveness

If you are employed by a government or not-for-profit organization, and meet the qualifying criteria, you may be eligible to receive student loan forgiveness under the Public Service Loan Forgiveness Program.

Holidays

Full-time and part-time employees are entitled to paid holidays and one paid personal holiday per calendar year.

Note: Employees who are members of certain Unions may be entitled to additional personal leave day(s), please refer to position specific Collective Bargaining Agreements for more information.

Full-time employees who work full monthly schedules qualify for holiday compensation if they are employed before the holiday and are in pay status for at least 80 nonovertime hours during the month of the holiday; or for the entire work shift preceding the holiday.

Part-time employees who are in pay status during the month of the holiday qualify for the holiday on a pro-rata basis. Compensation for holidays (including personal holiday) will be proportionate to the number of hours in pay status in the month to that required for full-time employment, excluding all holiday hours. Pay status includes hours worked and time on paid leave.

Sick Leave

Full-time employees earn eight hours of sick leave per month. Overtime eligible employees who are in pay status for less than 80 hours per month, earn a monthly proportionate to the number of hours in pay status, in the month to that required for full-time employment. Overtime exempt employees who are in pay status for less than 80 hours per month do not earn a monthly accrual of sick leave.

Sick leave accruals for part-time employees will be proportionate to the number of hours in pay status, in the month to that required for full-time employment. Pay status includes hours worked, time on paid leave and paid holiday.

Vacation (Annual Leave)

Full-time employees accrue vacation leave at the rates specified in WAC 357-31-165(1) or the applicable collective bargaining agreement (CBA). Full-time employees who are in pay status for less than 80 nonovertime hours in a month do not earn a monthly accrual of vacation leave.

Part-time employees accrue vacation leave hours in accordance with WAC 357-31-165(1) or the applicable collective bargaining agreement (CBA) on a pro rata basis. Vacation leave accrual will be proportionate to the number of hours in pay status, in the month to that required for full-time employment.

Pay status includes hours worked, time on paid leave and paid holiday.

As provided in WAC 357-58-175, an employer may authorize a lump-sum accrual of vacation leave or accelerate the vacation leave accrual rate to support the recruitment and/or retention of a candidate or employee for a Washington Management Service position. Vacation leave accrual rates may only be accelerated using the rates established WAC 357-31-165.

Note: Most agencies follow the civil service rules covering leave and holidays for exempt employees even though there is no requirement for them to do so. However, agencies are required to adhere to the applicable RCWs pertaining holidays and leave.

Military Leave

Washington State supports members of the armed forces with 21 days paid military leave per year.

Bereavement Leave

Most employees whose family member or household member dies, or for loss of pregnancy, are entitled to five (5) days of paid bereavement leave. In addition, the employer may approve other available leave types for the purpose of bereavement leave.

Additional Leave

Leave Sharing

Parental Leave

Family and Medical Leave Act (FMLA)

Leave Without Pay

Please visit the State HR Website for more detailed information regarding benefits.

Updated 01-07-2026

01

Are you legally authorized to work in the United States?

• Yes
• No

02

Will you now or in the future require sponsorship for employment visa status? (e.g. H-1B, F1, TN, etc.) DOH is not an E-Verify agency]

• Yes
• No

03

(Select all that apply) Which types of appointments would you like to be considered for?

• a. 6-month non-permanent appointment
• b. Permanent appointment

04

How many years of experience in credentialing (licensing) healthcare professionals or facilities, or in a health or regulatory services program do you have? Examples of a health services program include, but are not limited to, healthcare administration, rule or legislative implementation, government programs.

• a. I do not have this experience.
• b. I have 6 months but less than 1 year of experience.
• c. I have 1 year but less than 2 years of experience.
• d. I have 2 years but less than 3 years of experience.
• e. I have 3 years of experience but less than 4 years of experience.
• f. I have 4 or more years of experience.

05

My experience includes an associate's degree or higher in healthcare, public or business administration, or related field.

• Yes
• No

06

How many years of experience do you have resolving customer inquiries, problems or complaints to both external and internal customers in a high-production office environment?

• a. I do not have this experience.
• b. I have 6 months but less than 1 year of experience.
• c. I have 1 year but less than 2 years of experience.
• d. I have 2 years but less than 3 years of experience.
• e. I have 3 years of experience but less than 4 years of experience.
• f. I have 4 or more years of experience.

07

(Select all that apply) I have experience in the following:

• a. 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.
• b. One (1) or more years of experience drafting and responding to correspondence and answering telephones daily in a high-production office environment.
• c. Experience using Microsoft Word and Adobe Pro software to create, combine, format, and edit documents for report writing and other internal and external correspondence.
• d. One (1) year or more of experience entering, tracking, and monitoring information in a database.
• e. None of the above.

08

My experience includes a bachelor's degree or higher in public health, health care administration, public or business administration, or a closely related field.

• Yes
• No

09

Select which best describes your skill in using complex healthcare-related databases, including inputting data, importing and exporting data, preparing standard reports, and interpreting electronic records in a variety of settings.

• a. None: I am unaware or have very little knowledge of the skill.
• b. Aware: I am aware but have limited knowledge or ability to apply the skill.
• c. Knowledgeable: I am comfortable with my knowledge or ability to apply the skill.
• d. Proficient: I am very comfortable, considered an expert, and/or could teach this skill to others.

10

(Select all that apply) I have one (1) or more years of experience in the following:

• a. Experience working in a disciplinary or regulatory environment.
• b. Experience working with sensitive or confidential information.
• c. Experience interpreting and applying RCWs, WACs, or policies and procedures.
• d. None of the above.

11

I confirm that I have reviewed my responses to the supplemental questions and that they are accurate to the best of my knowledge. I understand that once my application is submitted and the announcement closes, these responses cannot be modified.

• Yes

Required Question

Employer State of Washington

Address View Job Posting for Agency Information

View Job Posting for Location, Washington, 98504

Website http://www.careers.wa.gov