Complaint Grievance Process Coordinator (Operations & Policy Analyst 2)

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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.

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.

• 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.

• 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.

• 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.

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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.