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About the Role

Serves as a Protective Services Intake Specialist in the Complaint and Incident Intake Call Center - Specialized Intake Processing Unit. Answers calls and processes complex inquiries, complaints, and incidents related to abuse/neglect/exploitation (A/N/E) involving various healthcare facilities and Long Term Care providers. Performs initial triage and complex analysis of complaints, requests for information, and facility self-reported incidents.

Responsibilities

Answers calls and processes complex inquiries, complaints, and incidents related to abuse/neglect/exploitation (A/N/E).
Performs initial triage of complaints along with complex analysis of complaints, requests for information and facility self-reported incidents.
Assesses intakes for determination of priority, allegation type, and handling to ensure compliance with established performance standards and state and federal rules.
Processes and distributes intake reports for investigations and other matters involving program information.
Interprets policies, procedures, rules, regulations, and standards to internal and external stakeholders.
Prepares summary of written and oral complaints, incidents, and information issues.
Maintains current knowledge in assigned area by reviewing literature, attending meetings, seminars, or communicating with other professionals.
Evaluates complaints and incidents and assigns the proper priority for investigation.
Communicates on a complex level with others to provide, exchange, or verify information, answer inquiries, address issues, or resolve problems or complaints.

Requirements

Bachelor's Degree from an accredited college or university.
Related work experience such as call center experience, policy interpretation, investigation experience, customer service experience, medical/mental health/healthcare experience, or caseworker experience may be substituted for the required education on a year-to-year basis with a maximum substitution of (4) years.
Data entry and computer and typing experience.
Must be available to work holidays as needed.
Must complete and submit Form HR 0302, the moonlighting and outside activities form, and submit it to their supervisor.
Must bring I-9 documentation on the first day of work.

Skills

Working with ACD call systems and computers.
Communicate both orally and in writing.
Normal Auditory Ability.
Professional and knowledgeable attitude and behavior with members of the public and co-workers.
General knowledge of Healthcare Regulation, Long-Term Care, or Regulatory Programs preferred.

Location

AUSTIN

Work Type

Full time
Eligible for Telework

Experience Level

Protective Services Intake Specialist V

Education Level

Bachelor's Degree

Salary/Compensations

$4,263.16 - $5,178.00 Monthly

Benefits

100% paid employee health insurance for full-time eligible employees
Defined benefit pension plan
Generous time off benefits
Numerous opportunities for career advancement

About the Company

Join the Texas Health and Human Services Commission (HHSC) and be part of a team committed to creating a positive impact in the lives of fellow Texans.
At HHSC, your contributions matter, and we support you at each stage of your life and work journey.

Equal Opportunity

In compliance with the Americans with Disabilities Act (ADA), HHSC and DSHS agencies will provide reasonable accommodation during the hiring and selection process for qualified individuals with a disability.
HHSC uses E-Verify.