Executive I - Complaint Intake Specialist

Governor of Illinois; Springfield (IL); On-site; USD 60,000 - 80,000; Full time

Job summary

The Illinois Department of Healthcare and Family Services is seeking a Complaint Intake Specialist to manage intake processes and collaborate with various stakeholders. Ideal candidates will have strong organizational skills and the ability to prioritize tasks for effective complaint resolution. This role contributes to ensuring quality healthcare access for Illinois residents, offering a robust benefits package and a commitment to diversity and inclusion.

Benefits

Health, Life, Vision, and Dental Insurance

Pension Plan

Paid Parental Leave

Paid Sick Days (12 annually)

Flexible work schedules available

Paid Vacation Days

Paid Personal Days (3 annually)

Paid holidays (13-14 annually)

Qualifications

• Bachelor's degree preferred in business or public administration.
• One year of administrative experience is required.

Responsibilities

• Provide critical complaint and referral intakes.
• Triage and document complaints/referrals.
• Work with internal and external partners.

Skills

Organizational skills

Communication skills

Education

Completion of four (4) years of college

Tools

Microsoft applications

Job description

Job Requisition ID:IG47842

Start Date: 6/23/2025
Closing Date: 7/8/2025
Agency:Department of Healthcare and Family Services
Class Title:EXECUTIVE I - 13851

BPIS: 07784
Skill Option:None
Bilingual Option:None
Salary: Anticipated starting salary (7/1/25) $5,928/monthly; Full salary range $5,928 - $8,493/monthly
Job Type: Salaried
Category:Full Time
County: Sangamon
Number of Vacancies: 1
Bargaining Unit Code:RC062
Merit Comp Code:

This position is a union position; therefore, provisions of the relevant collective bargaining agreement/labor contract apply to the filling of this position.

All applicants who want to be considered for this position MUST apply electronically through the illinois.jobs2web.com website. State of Illinois employees should click the link near the top left to apply through the SuccessFactors employee career portal.

Applications submitted via email or any paper manner (mail, fax, hand delivery) will not be considered.

Why Work for Illinois?

Working with the State of Illinois is a testament to the values of compassion, equity, and dedication that define our state. Whether you’re helping to improve schools, protect our natural resources, or support families in need, you’re part of something bigger—something that touches the lives of every person who calls Illinois home.

No matter what state career you’re looking for, we offer jobs that fit your life and your schedule—flexible jobs that provide the gold standard of benefits. Our employees can take advantage of various avenues to advance their careers and realize their dreams. Our top-tier benefits and great retirement packages can help you build a rewarding career and lasting future with the State of Illinois.

Position Overview:

The Department of Healthcare and Family Services, Office of Inspector General (OIG) is seeking an energetic Complaint Intake Specialist to provide critical complaint and referral intakes, assess, triage, and document complaints/referrals, and work cohesively with OIG staff, as well as internal and external partners. The ideal candidate will be adaptable, possess strong organizational and communication skills, prioritize tasks to ensure timely completion of work and achieve set goals while demonstrating independent initiative. The incumbent will need to work collaboratively with internal and external partners, including federal and state law enforcement. HFS values employees with different backgrounds, life experiences, and talents.

At the Illinois Department of Healthcare and Family Services (HFS), we value staff as our greatest asset. We work in a spirit of teamwork to help millions of Illinoisans access high quality healthcare and fulfill child support obligations to advance their physical, mental, and financial well-being. We provide healthcare coverage for children and adults through Medicaid and other medical programs, and we help ensure that children receive financial resources from both their parents through Child Support Services. The HFS Office of the Inspector General investigates, audits and reviews program activity to ensure the integrity of our programs is maintained.

The ideal candidate will be committed to promoting and preserving a workplace culture that embraces diversity and inclusion. It is the collective sum of our individual differences that provides a broad perspective, leading to greater innovation and achievement.

HFS values employees with different backgrounds, life experiences, and talents.

Employees receive a robust benefit package including:

• Monday-Friday work schedule
• Flexible work schedules are available in many program areas. (Remote work may be an option for certain positions.)
• Health, Life, Vision, and Dental Insurance
• Pension Plan
• Paid Parental Leave
• Deferred Compensation Program and other pre-tax benefit programs (Medical/Daycare)
• Employees earn (12) paid Sick Days annually.
• New Employees earn (10) paid Vacation Days their first year of service and can earn up to (25) paid Vacation Days annually.
• Employees earn (3) paid Personal Days annually.
• (13-14) paid holidays annually (based on start date)

If you are seeking a new opportunity, and this position appeals to you, please apply today!

HFS is committed to promoting and preserving a workplace culture that embraces diversity, equity, and inclusion. We welcome and value employees with different backgrounds, life experiences, and talents. It is the collective sum of our individual differences that provides a broad perspective, leading to greater innovation and achievement. In recruiting for our team, we recognize the unique contributions of each applicant regardless of culture, ethnicity, race, national origin, sex, gender identity and expression, age, religion, disability, and sexual orientation.HFS is an equal opportunity employer.

Essential Functions

• Under direction, serves as the Complaint Intake Specialist for the Office of Inspector General (OIG) for the Illinois Department of Healthcare and Family Services (HFS)
• Receives, researches, and analyzes complex investigation referrals
• Conducts a variety of complex and confidential projects for the Complaint Intake Coordinator and the New Provider Verification and Complaint Intake Manager
• Attends various meetings regarding proposed changes in policy and/or program activities
• Performs other duties as required or assigned which are reasonably within the scope of the duties enumerated above

Minimum Qualifications

• Requires knowledge, skill and mental development equivalent to completion of four (4) years of college, preferably with coursework in business or public administration
• Requires one (1) year of responsible administrative experience in a public or business organization, or completion of an agency approved professional management training program

Specialized Skills

• Requires working knowledge of programs and services pertaining to Client Eligibility regarding Medicaid benefits, Temporary Assistance for Needy Families (TANF) and Childcare benefits
• Requires working knowledge of policies and procedures pertaining to Client Eligibility regarding Medicaid benefits, Temporary Assistance for Needy Families (TANF) and Childcare benefits
• Requires one (1) year of experience of the Client Data Base (CDB), Illinois Department of Employment Security (IDES), Integrated Eligibility (IES), Statewide Database System, Child Care Tracking and State on -line Query (SOLQ), Case Administration and System Enquiry (CASE), and/or Customer Relations Management (CRM)

Preferred Qualifications

• Working knowledge of programs and services pertaining to Client Eligibility regarding Medicaid benefits, Temporary Assistance for Needy Families (TANF) and Childcare benefits
• Working knowledge of policies and procedures pertaining to Client Eligibility regarding Medicaid benefits, Temporary Assistance for Needy Families (TANF) and Childcare benefits
• One (1) year of experience of the Client Data Base (CDB), Employment Security, Integrated Eligibility, Statewide Database System, Child Care Tracking and and/or State on-line Query (SOLQ), Case Administration and System Enquiry (CASE), and/ or Customer Relations Management (CRM)
• One (1) year of work experience in Microsoft applications, including Word and Excel
• One (1) year of experience public speaking and/or presentation experience in a professional setting

Conditions of Employment

• Requires the ability to pass a background check and self-disclosure of criminal history
• Requires ability to travel in the performance of duties, with overnight stays as appropriate
• Requires the ability to utilize and maintain state issued equipment such as a laptop
• The conditions of employment listed here are incorporated and related to any of the job duties listed in the job description

Work Hours: Monday - Friday 8:30am - 5:00pm
Work Location: 2200 Churchill Rd, Springfield, Illinois, 62702
Email: [e-mail]
Posting Group: Leadership & Management

This position DOES contain “Specialized Skills” (as that term is used in CBAs).

APPLICATION INSTRUCTIONS

Use the “Apply” button at the top right or bottom right of this posting to begin the application process.

If you are not already signed in, you will be prompted to do so.

State employees should sign in to the career portal for State of Illinois employees – a link is available at the top left of theIllinois.jobs2web.com homepage in the blue ribbon.

Non-State employees should log in on the using the “View Profile” link in the top right of theIllinois.jobs2web.com homepage in the blue ribbon. If you have never before signed in, you will be prompted to create an account.

If you have questions about how to apply, please see the following resources:

State employees: Log in to the career portal for State employees and review the Internal Candidate Application Job Aid

Non-State employees: on Illinois.jobs2web.com– click “Application Procedures” in the footer of every page of the website.

The main form of communication will be through email. Please check your “junk mail”, “spam”, or “other” folder for communication(s) regarding any submitted application(s). You may receive emails from the following addresses:

• [e-mail]
• [e-mail]