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If this opportunity aligns with your strengths, background, and commitment to fostering inclusivity, we encourage you to apply! At the Oregon Health Authority (OHA), we value diversity and encourage applicants from all backgrounds and experiences to help us build a stronger, more equitable future for all.

Opportunity Awaits, Apply Today! – Complaint & Grievance Process Coordinator (Operations & Policy Analyst 2)

Oregon Health Authority’s Medicaid Division is seeking a Complaint & Grievance Process Coordinator to join the Client and Enrollment Services unit. In this position, you will evaluate and strengthen the Oregon Health Plan (OHP) member complaint and grievance resolution process by assessing operational barriers, identifying risks and trends, and implementing process and workflow improvements that support timely, responsive, and equitable complaint resolution. You will coordinate operational planning and improvement activities for the OHP Complaint Resolution Team, applying established policies, administrative rules, and state and federal requirements to guide accurate and consistent case handling. You will exercise professional judgment in interpreting policy, addressing complex or escalated member complaints, and monitoring operational performance metrics, while ensuring that issues requiring broader policy or system-level attention are appropriately escalated to the OPA3 Complaint & Grievance Process Administrator or Medicaid leadership.

Your role will be to maintain quality, consistency, and compliance within the member grievance system by conducting quality assurance activities, supporting the development and refinement of procedures and training materials, and coordinating staff training. Additionally, you will manage complaint tracking systems, maintain required records and documentation, analyze operational data, and prepare reports that inform program evaluation and continuous improvement efforts.

It will be your privilege and responsibility to factor in the perspectives of diverse populations most harmed by social injustice and inequities including communities of color, immigrant groups, the disability and neurodivergent communities, veterans, older adults, individuals identifying as LGBTQIA+ and other communities that have been traditionally marginalized.

For a full review of the position description, please click here.

What We Are Looking For

Minimum Qualifications: These qualifications must be reflected in your application for consideration.

A Bachelor's Degree in Business or Public Administration, Behavioral or Social Sciences, Finance, Political Science or any degree demonstrating the capacity for the knowledge and skills; and two years professional-level evaluative, analytical and planning work.

OR;

Any combination of experience and education equivalent to five years of experience that typically supports the knowledge and skills for the classification.

Desired Attributes: The following are desired attributes that we have identified as key to success for this role at OHA. These are the attributes we are looking for in our top candidate. If you have any of these, please let us know in your application.

Experience supporting the development and implementation of policies and programs at the community, state, and/or national level that advance health equity, address systemic disparities, and elevate the voices of communities and individuals with lived experience.

Experience of health services delivery systems, particularly the Oregon Health Plan (OHP), Medicaid administration in Oregon, Coordinated Care Organizations (CCOs), and related health and social service systems.

Experience with regulatory processes, including experience analyzing, interpreting, and applying federal and state laws and regulations; specific knowledge of Oregon Administrative Rules and Oregon Revised Statutes is valued.

Experience researching, investigating, and resolving complex complaints, grievances, appeals, or service concerns while balancing regulatory requirements, policy interpretation, and customer service principles.

Experience fostering inter- and cross-agency collaboration and coordinating community-centered policies, programs, and continuous performance, quality, or process improvement initiatives.

Demonstrated ability to use strong oral and written communication skills across a variety of forums, including experience communicating complex qualitative and quantitative information in ways that are accessible, inclusive, culturally responsive, and appropriate for diverse audiences.

Experience evaluating and synthesizing quantitative and qualitative data to assess program effectiveness, identify trends, and support policy, operational, and quality improvement decision-making within health policy or healthcare service environments.

Application Guidance

Your candidate profile and application are your opportunity to showcase your skills and interest in this role. Submissions will be reviewed for clarity, consistency, and communication skills, and for alignment with the guidance provided in the below:

Submission Requirements:

·         Resume – Attach your current resume that clearly outlines your education and work experience relevant to this position.

·         Supplemental Questions – Answer all supplemental questions completely and accurately.

·         Final Check! – Before submitting, confirm that all required materials are included, and your Workday Job History is current. The information in your application will be used to complete an Equal Pay Analysis to determine salary placement upon hire. Visit the Equal Pay Analysis Webpage for more information.

How to Apply:

·         External Candidates:  Visit the State of Oregon job opportunities webpage or click the “Apply” tab above to submit your application, following all submission requirements.

·         Internal Candidates: Current State of Oregon employees must apply through their employee Workday login, following all submission requirements.

After You Apply:

• Complete any pending tasks in Workday under “My Applications” prior to the application deadline.
• Check your email (including junk folder) and Workday inbox regularly for updates on your application.

Reminders:

• Eligible veterans and Oregon National Guard servicemembers (current and former) who meet the qualifications of the position will be awarded candidate preference. To protect your information and ensure correct processing, please follow the instructions for submitting your Veterans’ Preference documentation.
• Please download and save a copy of this job announcement and linked position description, as it is not available after the application deadline.

About the Team & Benefits of Joining

We offer a workplace that balances productivity with enjoyment; promote an atmosphere of mutual respect, dedication, and enthusiasm. You will collaborate with a team of bright individuals to work with and learn from.

If you're driven by the passion to do something meaningful that changes lives, the Oregon Health Authority is the place for you. We also offer a competitive benefits package including:

·         Excellent, low-cost medical, vision, and dental coverage for you and your family.

·         Optional benefits like life insurance, disability coverage, deferred compensation, and FSA options for health and childcare.

·         Generous paid time off: 11 holidays, 3 personal days, monthly sick leave, and vacation accrual starting at 8 hours/month.

·         Potential eligibility for the Public Service Loan Forgiveness Program.

·         Retirement security through Public Employees Retirement System (PERS)/Oregon Public Service Retirement Plan (OPSRP).

·         Training and development opportunities to grow your career with the State of Oregon.

Additional Details

• This announcement is for one full-time, permanent, SEIU represented, Complaint & Grievance Process Coordinator (Operations & Policy Analyst 2)position in Salem, Oregon.
• This is a (hybrid 5% in-office) position. “Review Section 4: Working Conditions” in the position description (linked above) for more information.
• Employment is contingent upon a criminal records check and a driving records check that meets OHA criteria at the time of hire and throughout employment.
• The salary listed is the non-PERS qualifying range. If the successful candidate qualifies for PERS, the salary range will increase by 6.95%. For more information, see the Classification and Compensation page.
• The State of Oregon does not request or require your age, date of birth, attendance or graduation dates from an education institution during the application process.
• This position does not provide visa sponsorship. Within three days of hire, you will be required to complete I-9 documentation and confirm authorization to work in the United States. OHA will use E-Verify to verify work authorization. If your employment eligibility depends on sponsorship now or in the future, you will not meet the requirements for this position.
• We evaluate candidates based on their own skills and experience. Unless explicitly approved, outside resources – including Artificial Intelligence (AI) tools – are not permitted during assessments or interviews. Use of unauthorized resources will disqualify a candidate from further consideration.

Contact Information
Recruiter: Stephanie Mitchell
Email: [email protected]
Phone (text friendly): (503) 979-7679

Accommodation Requests (ADA): OHA provides reasonable accommodations under the ADA, which may include alternative formats of materials or language support. If you need an accommodation to apply for this position or participate in the selection process, please contact the recruiter listed above.

Helpful Links & Resources

How to Set Job Alerts | Workday Applicant FAQ | Oregon Health Authority | Facebook | Instagram | LinkedIn | Veterans Resources | What You Need to Know to Get the Job

The Oregon Health Authority is an affirmative action and equal opportunity employer, committed to fair employment practices and pay equity for all employees. We do not discriminate based on protected class – including race, sex, veteran status, disability, age, color, religion, national origin, marital status, or sexual orientation – and does not screen applicants based on current or past compensation. Salary is determined through a fair review of your education, experience, and training as it relates to the position.

OHA is an anti-racist organization working to eliminate health inequities and dismantle structural barriers that impact underserved communities. Join us in advancing our Strategic Plan and building a more equitable Oregon.