Renewal Lead (HSC 2) DOH9009

State of Washington; Tumwater (WA); Ibrido; USD 65.000 - 90.000; Tempo pieno

Descrizione del lavoro

Washington State Department of Health in Tumwater, WA, seeks a License Renewal Specialist to provide expert renewal consultation for health services providers and staff within a public health program aligned with our mission.

The role requires leading a team, evaluating renewals for accuracy, and coaching staff on renewal processes, with a hybrid work arrangement combining on-site and remote work approximately 4-5 days per month.

Competenze

• 3+ years of demonstrated organizational skills handling many detailed tasks within deadlines.
• 3+ years of experience resolving customer inquiries, problems or complaints.
• 1+ years of experience answering phones and composing routine correspondence.
• 1+ years with a DOH licensing system database (ILRS/HELMS/Salesforce).
• Proficiency with standard office software: Excel, Word, Outlook; data entry and internet research.

Mansioni

• Assess and evaluate incoming license renewals for completeness and compliance with policy and regulations.
• Identify, review, and resolve renewal discrepancies with best solutions.
• Apply independent judgment to ensure laws and policies are followed.
• Process enforcement tasks for credentials when required after compliance.
• Lead a team, manage workload and coordinate work flow to meet targets.
• Provide training and technical assistance to staff on renewal processes and policies.

Conoscenze

Organizational skills

Customer service

Communication skills

Leadership

Strumenti

ILRS/HELMS/Salesforce

Descrizione del lavoro

This position offers a hybrid work arrangement, combining remote work with scheduled onsite work at our DOH facility in Tumwater, WA, approximately 4-5 days per month depending on the business need.

The Opportunity

This License Renewal Specialist serves at the journey professional level, providing technical license, registration, and certification renewal consultation and assistance to health services providers and staff in a public health program closely linked to the Department’s mission.

This position identifies and resolves highly complex, cross-agency and unique customer problems and issues related to license, registration, and certification renewal legislation and policy, and recommends ways to improve efficiencies working with workgroups, agencies and partners. This position is also responsible for training and coaching regarding online services, to support the requirements for skill and safety for healthcare providers renewing their credentials online.

Key Responsibilities Include:

Application Evaluation & Compliance Review

• Assesses and evaluates incoming license renewals for completeness, accuracy, signature, and adherence to established departmental policy, procedure, state legislation, laws, regulations, and other regulatory requirements, standards and practices.
• Identifies, reviews and resolves renewal related discrepancies, judging the best solution or action to resolve or respond to difficult issues.
• Applies independent judgment, assuring compliance with laws, rules, policies, procedures, and standards.
• Ensures compliance with state, federal regulations and requirements when resolving problems and answering questions.
• Processes enforcement related tasks for health profession credentials by modifying credential statuses when providers are placed on compliance and after fully complying with disciplinary orders.

Team Leadership & Workload Management

• Performs as lead worker on an operational team under management direction to deliver effective results on time and to required quality standards.
• Assigns, coordinates and facilitates the flow of work to maximize the efficient and effective use of resources so that activities are completed within time and quality targets.
• Monitors progress of work and identifies obstacles to the delivery of renewal products and services, implementing timely resolutions to meet performance targets.
• Responds to and addresses renewal questions and issues noticed by front-line staff.
• Provides as a backup to the supervisor if they are out of the office.
• Collaborate with team members to ensure best practices.

Training, Coaching & Technical Assistance

• Provides technical consultant and assistance to health service providers and staff on difficult questions and complex, non-standard regulatory and licensing activities.
• Interprets, trains and explains renewal licensing, registration, and certification laws, providing ongoing support as laws change or new professions are added.
• Coaches lower-level staff regarding license renewal, refund, call center, and operations procedures.
• Assists Renewal Specialists with new renewal processing, renewal questions, and ongoing maintenance of credentials.
• Instructs and ensures proper and accurate intake of contact data entry, affecting data integrity and overall system of record accuracy.

Research, Liaison & Communication

• Researches multiple resources to provide in-depth interpretation of laws regarding renewal eligibility, education requirements, license status, laws, policies, and procedures over the phone, in person, and through written correspondence.
• Verifies and obtains information about credential holder renewals by searching online databases and other resources.
• Communicates with representatives of DOH programs, state and local government agencies, educational and credentialing/licensing institutions, and other outside organizations.
• Acts as a de-escalation and resolution point for angry, disgruntled callers, effectively managing conflict and stress for needs that cannot be resolved within standard processes.

Data Management, Reporting & Recordkeeping

• Adds information to and updates electronic databases in the regulatory licensing system and completes system-related workflows and tasks.
• Sorts and organizes submission, tracking, and storage of both electronic and paper copies of renewal forms, supporting materials, and other related documents required by other HSQA Offices.
• Produces and analyzes license renewal and refund reports.

Quality Assurance & Process Improvement

• Conducts systematic review of work products for purposes of quality assurance and completeness.
• Maintains the highest degree of accuracy and confidentiality in all aspects of work including renewal intake, review, refund processing, written correspondence, data entry, and communication.
• Records problems or errors encountered in daily work, updating forms and renewal procedures to submit to the supervisor for approval to improve service delivery.
• Updates procedure manual, online knowledge base, and reference materials to ensure current information is available for use.
• Provides advice, support, and guidance to management as a lead subject matter expert to inform and influence risk-based decision-making.

Why You’ll Enjoy This Role

You’ll work with a multitude of differing staff skill sets and a large body of complex information to meet the demanding and rapidly changing operational and technical requirements within the HSQA renewal section. You will work with a variety of internal and external customers including members of the public, health care practitioners, facilities, other state governments, professional associations, boards and commissions, and DOH staff and managers both within HSQA and across the agency. This position coaches, mentors, trains staff and serves as a technical consultant on difficult questions and complex, non-standard regulatory, renewal, and refund activities for the HSQA Renewals Unit.

Required Qualifications

There are multiple pathways to qualify for this position. You must meet one of the options provided and any additional criteria listed. Experience may have been gained through paid or unpaid activities. Please ensure any relevant experience defined below is outlined in your cover letter, resume, and/or applicant profile.

• Three (3) or more years of demonstrated experience using organizational skills, including the ability to handle many detailed tasks or projects simultaneously within specific timeframes or deadlines.
• Three (3) or more years of experience resolving customer inquiries, problems or complaints.
• One (1) or more years of experience preparing correspondence and answering telephones daily.
• One (1) or more years of experience with a primary DOH licensing system database (ILRS/HELMS/Salesforce).
• High proficiency using standard office software including:
  • Spreadsheet software such as Microsoft Excel to create, modify, print, and format spreadsheets and work with basic formulas, data, and functions.
  • Word processing software such as Microsoft Word to create, format, edit, preview, print, and save documents as well as using standard functions to select, edit, copy, paste, format, create tables, spell check, and create bullet and numbered lists.
  • Entering, tracking, and monitoring information in a database.
  • Email software such as Microsoft Outlook to compose and respond to correspondence electronically.
  • Using the internet as a research tool to find and download information.

Preferred Qualifications

• One (1) or more years of experience working as a lead worker or supervisor.
• One (1) or more years of experience reviewing documents and taking appropriate action based on an analysis of the information.
• Three (3) or more years of demonstrated knowledge and understanding of health profession renewal requirements, processes and procedures. Familiarity with commonly-used concepts, practices, and procedures within HSQA Renewal section.

Employee Benefits

We want you to have the support and benefits you need to do your best work while building a career that fits your life. As a DOH employee, you’ll have access to a comprehensive benefits package that supports your health, financial well-being, and work-life balance, with resources to support you now and help you plan for the future. Learn more about DOH benefits and what it’s like to work with us by visiting Work@Health.

Health Systems Quality Assurance (HSQA), Office of Customer Service goals include: improved patient safety, increased public confidence in our ability to protect public health, thorough approaches to system improvements, clear lines of authority and accountability, increased span of control for supervisors, and seamless and efficient delivery of services.

This position ties directly to improving patient safety and fostering access to health care in Washington, important priorities for the Department of Health and Washington State.

About the Washington State Department of Health

We’re nearly 2,700 professionals across Washington working together to protect and improve community health. Guided by our values of Equity, Innovation, and Engagement, we address health disparities, respond to emerging challenges, and strengthen systems that support resilience.

At DOH, we help reduce barriers, collaborate with diverse communities, and champion equitable health outcomes. We’re passionate people who are driven to make a difference in public health. Our work depends on people who take action to learn and grow and who take action to meet the needs of others every day, in service of a healthier Washington. Explore more about the Department of Health, our programs, and our impact by visiting our website.

Working Conditions:

The following describes the working conditions of this position, with or without reasonable accommodation.

Work Setting: This position’s work is completed at the DOH campus in Tumwater, WA. Exposure to hazards is limited to those commonly found in office environments. The position may require working in an open cubicle office setting, which may be noisy, may be stressful, and is fast paced.The position may require moving or transporting boxes of files or mail weighing up to 20 pounds.

Schedule: Standard DOH business hours are Monday to Friday 8:00 a.m. to 5:00 p.m.; however, an alternate or flexible work schedule may be considered at the employee’s request, subject to supervisory approval. The position would not normally require working in excess of 40 hours per week, but if it became necessary for business needs, your supervisor would notify you in advance.

Travel Requirements: May occasionally travel within the state to attend meetings or training sessions. When driving for state business, the employee must be able to legally operate a state or privately-owned vehicle; OR provide alternate transportation while on state business.

Tools & Equipment: This position uses standard office furniture and equipment, such as a desk, office chair, cell phone, computer, monitor(s), keyboard, and mouse; and when in the office, the position may also require the use of a printer, phone, fax machine, and/or copy machine.

Customer Interactions: The position frequently requires engaging with customers in a variety of settings including agency staff, agency managers, agency supervisors, external partners, and external customers. The position requires daily interactions on the telephone and in writing with customers, some of whom may be upset, frustrated, or irate.

Other: This position is covered by a bargaining unit for which the Washington Federation of State Employees (WFSE) is the exclusive representative. The DOH campus is a smoke-free, drug-free, alcohol-free, scent-neutral environment. This position may be required to conduct and/or participate in public health emergency preparedness and response activities.