Health Facilities Complaint Intake Surveyor

State-of-Iow; Des Moines (IA); On-site; USD 67,000 - 104,000; Full time

Benefits offered by this job

Health insurance

IPERS Retirement

Paid holidays

Flexible Spending Accounts

Job summary

The Iowa Department of Inspections, Appeals & Licensing (DIAL) is hiring a Health Facilities Complaint Intake Surveyor for the Health and Safety Division in Des Moines. The role focuses on receiving, documenting, and triaging complaints with clinical judgment while ensuring regulatory compliance and accurate records.

They may initiate field investigations when required. The position reports to the Acute and Continuing Care Bureau Chief and requires statewide travel.

Qualifications

• Professional nursing license or equivalent in health services.
• Bachelor's degree with human services concentration or health administration.
• Licensure or degree along with relevant experience in regulatory health surveying.

Responsibilities

• Receive and triage complaints via multiple channels.
• Document all allegations with clarity and neutrality.
• Apply CMS-defined priority levels based on immediacy and severity.
• Enter data into federal/state tracking systems.
• Maintain confidentiality of complainant identity per laws.
• Support field investigations as needed.

Skills

Collaboration

Customer service

Professional conduct

Organization

Process-driven

RN preferred

Education

Registered nurse degree

Pharmacy degree

Bachelor's degree in health services/administration

Job description

The Iowa Department of Inspections, Appeals & Licensing (DIAL) is seeking a motivated, enthusiastic, and flexible individual to join our team as a Health Facilities Complaint Intake Surveyor for the Health and Safety Division.

Location: 6200 Park Avenue, Suite 100, Des Moines, Iowa 50321-1270

Who We Are

DIAL is a multifaceted regulatory agency charged with protecting the health, safety, and well-being of Iowans. DIAL’s Health Facilities Division is responsible for inspecting and licensing health care providers and suppliers to ensure the health and safety of vulnerable Iowans.

The Complaint Intake Surveyor position is responsible for receiving, documenting, and triaging complaints utilizing independent clinical judgement and expertise, and in accordance with state and federal regulations. The Complaint Intake Surveyor will identify potential regulatory violations and maintain accurate, up-to-date records for tracking and reporting. In addition, the surveyor will initiate and conduct field investigations as needed.

At DIAL our mission is Achieve Compliance Through Education, Regulation, and Due Process for a Safe and Healthy Iowa. To accomplish our Mission, the individual selected for this position will provide outstanding customer service and management services to the agency.

What We’re Seeking

The successful candidate for the fast-paced and multi-faceted Health Facilities Complaint Intake Surveyor position is a focused and innovative problem solver. The position reports directly to the Acute and Continuing Care Bureau Chief. The position is based at the Park Avenue Office Building and requires state-wide and overnight travel on when needed. Desired qualifications include:

• Works collaboratively with a diverse group ofpeople
• Treats customers courteously and be responsive to theirneeds
• Displays high standards of professional and ethicalconduct
• Commits to providing a high-qualityservice
• Addresses and listens to others in respectfulmanner
• Possesses a high level of organization skills and isprocess-driven
• Registered nurse preferred

What You’ll Do

You will be an integral member of our survey team, providing direct support to the Department’s Health Facilities operations by:

• Receive complaints via phone, email, online systems, fax or writtencorrespondence
• Accurately and thoroughly document all allegations, ensuring clarity andneutrality.
• Based on clinical knowledge and expertise, apply CMS-defined priority levels based on immediacy andseverity.
• Enter complaint information into federal/state trackingsystems.
• Maintain strict confidentiality of complainant identity per federal and staterequirements.
• Ensure compliance with HIPAA and CMS confidentialityprovisions.

What We Offer

When you join DIAL, you help make Iowa safer and healthier while enjoying an outstanding benefits package! In addition to providing a positive work environment, we offer an excellent compensation package for our full‑time employees, including:

• Excellent pay and benefits package including health, dental, vision, flexible spending, and life insurance
• Opportunities for salary increases following your first six months and annuallythereafter
• Biweekly vacation accrual and separate sickleave
• Paid holidays (9 days peryear)
• Iowa Public Employee Retirement System (IPERS) RetirementPackage
• Optional 401A plan with employercontributions
• Employee Discount Programs from a variety of vendors (vision, cellular, fitness,recreation, season passes, travel,counseling)
• Retirement Investors Club (Employer Sponsored RetirementPlan)
• Flexible Spending Accounts for health care and dependent care NOTE: Salary Range of $66,830.40 - $103,500.80annually

Background check required.

E-Verify and Right to Work
The State of Iowa participates in E-Verify, a federal program that helps employers confirm the employment eligibility of all newly hired employees. Within the required timeframe, new hires will be verified through the E-Verify system to ensure authorization to work in the United States. The State of Iowa also complies with the federal Right to Work laws, which protect employees’ rights to work without being required to join a labor organization. For more information, please visit www.e-verify.gov.

Completion of an educational program in professional Nursing and registration as a nurse or graduation from an accredited college or university with a Bachelor's degree with a concentration of study in a human services area (e.g., psychology, sociology, gerontology, anthropology, therapeutic recreation, rehabilitation, or a similar area related to provisions of services) and experience equal to three years of full-time professional work;

OR completion of a Pharmacy degree, a Master's degree, or advanced degree above the Master's level in a human services area at an accredited college or university, and experience equal to one year of full-time professional work;

OR graduation from an accredited college or university with a Bachelor's degree and three years work experience in health administration; in a clinical substance abuse program; or in a regulatory program which involves the surveying and evaluating of situations, conditions and operating procedures of health care/treatment facilities;

OR certification as a rehabilitation counselor by the Commission on Rehabilitation Counselor Certification plus specialized training or experience equal to one year of full-time professional work in a nursing, treatment, or habilitation program for intellectually disabled clients;

OR an equivalent combination of education and experience substituting one year of the above specified experience for one year of the required education;

OR thirty semester hours of graduate course work in public, business or health administration, in the health field or social work, counseling, or rehabilitation from an accredited college or university may be substituted for each year of experience to a maximum substitution of two years.

For additional information, please click on this link to view the job description.

• Applicants possessing licensure, certification, registration or degree should indicate such on the application form and may be required to provide proof at the time of interview.
• Licensure or temporary licensure by the State of Iowa is required for designated positions in this class. Applicants who now possess a current valid license from another state need not have an Iowa license to apply, but will be required to obtain the appropriate Iowa license prior to beginning actual employment.
• For purposes of qualifying for this job class, "professional experience" shall be indicated by having responsibility for assessment and diagnosis of client problems and needs, developing a plan of treatment, evaluating client progress toward meeting treatment goals, modifying treatment objectives, etc. Work at this level requires a prerequisite of post high school educational training or certification in the behavioral, social, health sciences, or health administration.
• Applicants for positions in the Department of Inspections and Appeals must undergo a background investigation which includes a criminal history check and a dependent adult and child abuse registry check.