Complaint Grievance Process Coordinator (Operations & Policy Analyst 2)

State of Oregon; Salem (OR); On-site; USD 61,000 - 93,000; Full time

Job summary

State of Oregon's Oregon Health Authority seeks a Complaint Grievance Process Coordinator within the Medicaid Division to strengthen the OHP member complaint and grievance resolution, assess barriers, identify risks, and implement process improvements for timely, equitable resolution.

You will coordinate planning for the OHP Complaint Resolution Team, apply established policies and state rules, interpret complex guidance, escalate issues as needed, and maintain documentation to support quality,

Job description

Initial Posting Date: 10/23/2026

Application Deadline: 10/31/2026

Agency: Oregon Health Authority

Salary Range: $5,458 - $8,352

Position Type: Employee

Position Title: Complaint Grievance Process Coordinator (Operations & Policy Analyst 2)

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