Ombuds Intake and Program Specialist (Administrative Specialist 2)

Initial Posting Date: 11/19/2024 Application Deadline: 01/08/2025 Agency: Oregon Health Authority Salary Range: $3,948 - $5,483 Position Type: Employee Position Title: Ombuds Intake and Program Specialist (Administrative Specialist 2) Job Description: Attention current State of Oregon employees : To apply for posted positions, please close this window and log into your Workday account and apply through the Career worklet. Please attach a current version of your resume and a cover letter that addresses the points listed under the section titled What We Are Looking For. PLEASE NOTE: Resumes, cover letters and all other documents must all be uploaded at one time. When uploading a resume, please upload any other documents in the same area/field. Applicants who fail to upload resume and cover letter will not be considered. The Oregon Health Authority has a fantastic opportunity for a Ombuds Intake and Program Specialist to join an excellent team. This is a Full-Time, Permanent, Classified position with the External Relations Division. The AA Salary Range for this position is between $3,948.00 to $5,483.00 per month. What you will do The primary purpose of this position is to is to coordinate and escalate feedback and concerns coming to OHA Ombuds Program. You will evaluate and triage information and referrals concerns across the agency and to various programs. You will also provide data management and Ombuds reporting using the Feedback app. Key responsibilities include daily case intake, evaluating and determing concerns which are within Ombuds Program scope; tracking and assignment of OHA Ombuds case work; robust data analysis, data integrity oversight and data dictionary management, monthly and quarterly data reporting of Ombuds work and management of OHA Ombuds Program team trainings and meetings. This position also provides administrative, operations, client and program support to the Ombuds Team within the External Relations Division (ERD), in service to transformative, community led, and equity-centered initiatives and the mission, vision, values and goals of the Oregon Health Authority. This position will conduct daily case intake for the Ombuds Program. Coordinating and escalating feedback to the appropriate team requires interpreting and applying Ombud policies and rules and will interpret and evaluate other laws, rules, policies, and procedures to ensure Ombuds-related Medicaid case work is directed to the Ombuds Program and non-Ombuds work is responded to appropriately. This position will be responsible for trauma-informed customer service, creating a welcoming customer service experience, particularly for for populations most harmed by health inequities, and conduct follow-up and management of non-Medicaid related work including establishing robust referral pathways, clear data tracking, and case follow-up and closure for non-Medicaid cases. As a result, this position will help ensure overall program integrity to the person-centered Ombuds processes. This position will develop and support Ombuds processes and standards to support person-centered agency responsiveness. This position will also coordinate meetings, workgroups, and project schedules, and will facilitate collaboration for Ombuds and other External Relations Division teams. This role will be instrumental in facilitating issue resolution, strategic planning, data analysis and integrity and decision making. This includes participating in team meetings and assuming responsibility for the completion of follow up. For a copy of the position description, please Click Here. What's in it for you? We offer a workplace that balances productivity with enjoyment; promote an atmosphere of mutual respect, dedication, and enthusiasm. You will collaborate in an open office with a team of bright individuals to work with and learn from. We offer full medical, vision and dental with paid sick leave, vacation, personal leave and eleven paid holidays per year plus pension and retirement plans. If you're driven by the passion to do something meaningful that changes lives, the Oregon Health Authority is the place for you. This position falls under the Administrative Specialist 2 classification. The Oregon Health Authority is committed to developing and promoting culturally and linguistically appropriate programs and a diverse and inclusive workforce representing the diversity, culture, strengths and values of the people of Oregon. Click here, to learn more about OHA's mission, vision and core values. OHA is an affirmative action and equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, gender expression, national origin, age, protected veteran or disabled status, genetic information, or any other protected class under state or federal law. What we are looking for: Three years of secretarial or administrative support experience that includes coordinating office procedures, preparing narrative and statistical reports, and administrative data collection and analysis; OR An associate degree in general office occupations and two years of secretarial or administrative support experience that includes coordinating office procedures, preparing narrative and statistical reports, and administrative data collection and analysis. OR An equivalent combination of education and experience. Requested Skills: Excellent customer service skills, with Medicaid and/or state government and/or Coordinated Care Organization customer service experience preferred. Ability to provide exceptional customer service to individuals experiencing extreme frustration with health systems and state government. Experience developing, documenting, implementating and maintaing processes and procedures, particularly around customer service and case management. Ability to manage multiple projects and tasks, including being able to organize and prioritize work to meet deadlines while demonstrating flexibility. Demonstrated written and oral communication skills including effective communication with coworkers. Ability to perform technical and administrative support functions requiring independent judgment, decision making and problem resolution. Skill in interpreting laws, rules, policies, and procedures and applying interpretations to specific situations, with experience interpreting OHA rules and policies preferred. Experience working within a case management software system preferred. Demonstrated skills in organizational collaboration, alternative dispute resolution and/or relationship-based approaches to resolving conflict. Demonstrated cultural awareness and cultural humility Data experience preferred. Experience with Microsoft Power Apps, Power BI, and/or using data analytics and data justince and/or creating an maintaining a data dictionary and data clean-up. Must be proficient in Word, Excel and Powerpoint with ability to learn other systems. Experience with miscrosoft powerapps, project management and/or Power BI an assest. Preferences may be given for: Preferences may be given to applicants with demonstrated experience advancing health equity, cultivating relationships with, and advancing the interest of non-dominant cultures such as linguistically diverse, immigrant or refugee populations, LGBTQ communities, and, gender- and ability- diverse community members. Preference may be given to applicants with an advanced degree from an accredited institution in field such as public health, social work, law, or conflict resolution and/or coursework, training and/or program development focused on social justice, diversity and inclusion, universal access, and the ADA, dismantling institutional privilege, social determinants of health and equity. Preference may be given to applicants with bilingual skills; Spanish-English and/or other bilingual skills or candidates speaking one of the top languages spoken by Oregon Health Plan members such as Spanish, Russian, Vietnamese, Chinese, Ukrainian, Arabic, Somali, or other immigrant groups' native language. How to apply: Applications will be reviewed on a weekly basis. The first application review will be December 6th, and weekly review afterward. Complete the online application Upload Resume Upload Cover Letter Applicants who fail to upload resume and cover letter will not be considered Resumes, cover letters and all other documents must all be uploaded at one time. When uploading a resume, please upload any other documents in the same area/field. Applicants who fail to upload resume and cover letter will not be considered. This recruitment announcement will be used to establish a list of qualified candidates to fill the current vacancy and may be used to fill future vacancies as they occur. Please ensure you've provided a thorough and updated application as it pertains to the position for which you are applying. Your application materials will be used to determine salary based on a pay equity assessment. For further information, please visit the Pay Equity Project homepage. Need Help? If you need assistance to participate in the application process, including an accommodation request under the American with Disabilities Act contact: Scott Lee at 971-372-1972 or Scott.H.LeeOHA.OREGON.GOV Additional Information Please monitor your Workday account, as all communication will be sent to your Workday account. You must have a valid e-mail address to apply. If you are a veteran, you may receive preference. Click here for more information about veterans' preference. If you checked that you are a veteran, we will ask you for your documents later in the process. We do not offer VISA sponsorships or transfers at this time - unless specifically noted. Within three days of hire, you will be required to complete the US Department of Homeland Security's I-9 form confirming authorization to work in the United States. If you are offered employment, the offer will be contingent upon the outcome of an abuse check, criminal records check and driving records check, and the information shall be shared with the Oregon Health Authority (OHA), Office of Human Resources (OHR). Any criminal or founded abuse history will be reviewed and could result in the withdrawal of the offer or termination of employment. Please only attach documents that are related to the position. Additional documents that are attached will not be reviewed. Applicant Help and Support webpage The Oregon Health Authority is committed to fair employment practices and non-discrimination, including pay equity for all employees. We do not discriminate on the basis of protected class (race, sex, veteran status, disability, age, color, religion, national origin, marital status, sexual orientation) in the payment of wages or screen applicants on the basis of their current or past compensation. We determine salary by completing a review of your application materials to evaluate your related education, experience, and training for this position. The Oregon Health Authority is an equal opportunity, affirmative action employer committed to work force diversity.