Case Processing Support Supervisor

Commonwealth of VA Careers; Virginia (MN); On-site; USD 69,000 - 85,000; Full time

Job summary

Commonwealth of VA Careers seeks a Case Processing Support Supervisor to administer the Enforcement division's digital documentation system and supervise the Case Processing Support team. Duties include overseeing digital workflows, handling new complaints, and managing Call Center operations.

Colleagues will coordinate with Intake, Regional Managers, Boards, and the Administrative Proceedings Division to ensure accurate processing of cases and timely service.

Qualifications

• Lead and coordinate the work of a team.
• Excellent oral and written communication, including grammar/punctuation.
• Knowledge of the Library of Virginia's Record Retention Requirements.
• Knowledge of FOIA.
• Knowledge of the Administrative Process Act (APA).
• Demonstrated customer service and interpersonal skills.
• Ability to organize and prioritize workflow to meet deadlines.
• Proficient with cloud-based document management systems such as Box/SharePoint.
• Proficiency in word processing and database management systems.
• Ability to research and apply laws, regulations and policies.

Responsibilities

• Administers and manages the Enforcement division's digital documentation management system.
• Oversees case processing and supervises the Case Processing Support team.
• Manages digital workflows and permissions for the Division.
• Supervises processing of new complaints; manages Call Center operations.
• Oversees electronic transfer of digital cases to Boards; liaises with Intake, Regional Managers, Boards, and APD staff.

Skills

Team leadership

Communication

FOIA

APA

Customer service

Time management

Office procedures

Box/SharePoint

Document management

Legal research

Tools

Box

SharePoint

Job description

Title: Case Processing Support Supervisor

State Role Title:Gen Admin Supv II/Coord II

Hiring Range: $69,194-$85,000

Pay Band: 5

Agency: Dept of Health Professions

Location:Dept of Health Professions

Agency Website:www.dhp.virginia.gov

Recruitment Type: General Public - G

Job Duties

The Virginia Department of Health Profession's (DHP) mission is to ensure safe and competent patient care by licensing health professionals, enforcing standards of practice, and providing information to health care practitioners and the public.
The Case Processing Support Supervisor administers and manages the Enforcement division's digital documentation management system, manages case processing and provides direct supervision of the Case Processing Support team. Duties include administration and oversight of digital workflows and permissions settings for the Division, supervising the processing of new complaints; managing Call Center operations; managing the process and personnel responsible for electronically transferring digital cases to Boards; and liaison with Intake, Regional Managers, Boards, and Administrative Proceedings Division (APD) staff.

Minimum Qualifications

• Demonstrated ability to lead and coordinate the work of a team.
• Effective oral and written communication skills including application of grammar and punctuation standards.
• Knowledge of the Library of Virginia's Record Retention Requirements.
• Knowledge of the Freedom of Information Act (FOIA).
• Knowledge of the Administrative Process Act (APA).
• Demonstrated customer service and interpersonal skills.
• Ability to provide quality customer service to both internal and external customers.
• Demonstrated ability to organize and prioritize workflow to accomplish duties in an accurate and timely manner.
• Knowledge of office procedures and practices, including paper and electronic file maintenance within an office setting.
• Proficient computer skills, including the use of cloud-based document management systems such as Box and/or SharePoint.
• Proficiency in word processing and data base management systems.
• Demonstrated skill effectively and independently managing time and assignments to meet deadlines.
• Ability to problem solve and research relevant documentation to ensure quality service.
• Ability to handle multiple projects and tasks.
• Ability to research and apply laws, regulations and policies.

Additional Considerations

The following are advantageous:

• Experience working in a regulatory environment with knowledge of healthcare laws, regulations and practices.
• Experience with healthcare regulatory board policies and procedures.
• Experience managing evidence collected in connection with an investigation.
• Experience handling calls in a high-volume call center/customer service environment.
• Experience with database entry/retrieval.
• Experience working independently in a fast paced, customer focused service environment.
• Experience working with confidential information and maintaining confidentiality.
• Experience administering a digital document management system.

Contact Information

Name: Human Resources

Phone: [phone]

Email: [e-mail]

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.