Title: OLC Complaint Coord

State Role Title: Health Care Compliance Spec II

Hiring Range: $83,930 - $88,985

Pay Band: 5

Agency: Virginia Department of Health

Location: LICENSURE & CERTIFICATION OFF

Agency Website: https://www.vdh.virginia.gov/

Recruitment Type: General Public - G

Job Duties

This position initiates the process that addresses complaints and ensures that patients and residents receive appropriate care and services while healthcare providers and facilities remain compliant with Federal (The Centers for Medicare and Medicaid State Operations Manual) and State Regulations (Code of Virginia Regulations, Title 42).

Independently conducts reviews of health care facility complaints for the purpose of licensure and/or certification issuance, maintenance and/or renewal to ensure compliance with state and federal regulations and promotion of quality health care practices. Conducts administrative complaint investigations; compiles and evaluates information in determining degree of compliance; communicates findings orally and in writing; reviews and recommends approval, denial, recommends action when provider is not in compliance. May serve as an information resource to health care providers.

Minimum Qualifications
• RN or equivalent health care related experience or education
• Self-directed individual, professionally qualified to evaluate the nature of problems within a broad range of healthcare environments and perform triage based upon their knowledge of Federal and/or state requirements along with their knowledge of current clinical standards of practice.
• Knowledge of Microsoft Office Suite.
• Ability to communicate orally and in writing in a clear, concise, and legally defensible manner; ability to manage multiple assignments independently; to listen actively, share job knowledge, maintain professionalism, and follow through with requests.
• Outstanding interpersonal skills along with the ability to de-escalate and redirect emotional and/or frustrated complainants during interactions over the telephone.

Additional Considerations
• Prior experience with inspection, investigation, or patient advocacy.
• Prior professional level employment in a healthcare environment or related field.
• Major study or experience with healthcare delivery or administration.
• Prior experience working in a call center environment.
• Prior experience working in public health or public safety.

Special Instructions

You will be provided a confirmation of receipt when your application and/or résumé is submitted successfully. Please refer to "Your Application" in your account to check the status of your application for this position.

VDH accepts only on-line applications. Faxed, mailed, or e-mailed applications will not be considered. Applications are accepted until 11:55 p.m. on the job closing date. Applications and/or resumes should include relevant work history which indicates your qualifications for this position. Supplemental questions are encouraged to be answered in a comprehensive manner and reference any pertinent knowledge, skills, and abilities as well as any previous experience that relates to the position.

Employment is contingent upon satisfactory results of a state and federal criminal history background check and the Department of Social Service's Child Abuse and Neglect Central Registry check, U.S. HHSIG Exclusion List check, employment reference check and E-Verify. Other financial, credit, driving, background checks or completion of Statement of Economic Interests may be required for certain positions.

Contact Information

Name: Tori Altidor

Phone: N/A



In support of the Commonwealth's commitment to inclusion, we are encouraging individuals with disabilities to apply through the Commonwealth Alternative Hiring Process. To be considered for this opportunity, applicants will need to provide their AHP Letter (formerly COD) provided by the Department for Aging & Rehabilitative Services (DARS), or the Department for the Blind & Vision Impaired (DBVI). Service-Connected Veterans are encouraged to answer Veteran status questions and submit their disability documentation, if applicable, to DARS/DBVI to get their AHP Letter. Requesting an AHP Letter can be found at AHP Letter or by calling DARS at 800-552-5019.

Note: Applicants who received a Certificate of Disability from DARS or DBVI dated between April 1, 2022- February 29, 2024, can still use that COD as applicable documentation for the Alternative Hiring Process.

Each agency within the Commonwealth of Virginia is dedicated to recruiting, supporting, and maintaining a competent and diverse work force.