Facility Compliance Consultant I - SW

Dept of Health and Human Services

Health Service Regulation

Facility Compliance Consultant I (NS)

60054000

NC15

The Facility Compliance Consultant is responsible for receiving, triaging, and entering complaints and incidents into a computerized Complaints Tracking System while communicating with the public and health care providers in a telephone call center environment.

This role evaluates potential compliance issues and the seriousness of reported concerns to help ensure the safety and well‑being of individuals receiving health care services. It applies numerous state and federal laws, regulations, standards, and procedures when making intake determinations, working independently, collaboratively with peers, or in consultation with a supervisor.

The position requires clear verbal and written communication, along with sound judgment in documenting and evaluating complaint information. This role is based in the Raleigh office with the option for partial telework following training and performance evaluation.



Key Duties Include:
– Receive, triage, and document complaints and incidents in the computerized Complaints Tracking System.

– Communicate with the public and health care providers in a telephone call center environment to gather and clarify complaint information.

– Evaluate reported issues to determine compliance concerns and assess the seriousness of potential risks to recipients of health care services.

– Apply state and federal laws, regulations, standards, and procedures when making intake determinations.

– Collaborate with a supervisor, peers, or work independently to resolve concerns and make informed intake decisions.

– Document complaint details clearly and concisely to support accurate case handling and follow‑up.

– Use clinical assessment principles to support evaluation of concerns related to care planning and delivery of health care services.

– Identify matters requiring escalation and ensure appropriate routing based on regulatory requirements and internal procedures.

– Maintain effective communication with internal team members to support consistent complaint intake and follow‑up processes.

– Manage work efficiently in a call center environment while maintaining professionalism and a customer‑focused approach.

Tresha Walker