OPS QUALITY CONTROL ANALYST - 65650048

OPS QUALITY CONTROL ANALYST – 65650048

Salary will be commensurate with experience and qualifications, ranging from $15.00 to $18.50 per hour.

DUTIES AND RESPONSIBILITIES

Answer the phone and maintain a phone log for all incoming calls; check and respond to voicemail. Enter complaint, case, and assessment information in the web‑based documentation system; update as received. Track incoming reports and information such as Adult Protective Services reports, nursing home discharge and transfers, facility contact information, etc.; update appropriate log or tracking tool. Following certification as ombudsman, travel to facilities and conduct assessments as needed. Travel to facilities and investigate and resolve long-term care facility residents’ complaints. Identify significant individual and systemic problems affecting residents and bring them to the attention of the District Ombudsman Manager. Obtain access to long-term care facilities and to residents’ records; protect confidentiality of residents’ records, complainants’ identities, and ombudsman files. Conduct interviews, review documents, and write reports of findings. Assist in preparing, processing, and maintaining volunteer paperwork including applications, travel, activity reports, and continuing education training hours. Process miscellaneous incoming mail, e‑mail, and faxes; respond as appropriate; perform general office filing. Assist the District Ombudsman Manager with preparing and arranging monthly ombudsman district council meetings. Track inventory of office items such as forms, brochures, promotional items, office supplies, and electronic equipment; prepare orders as needed and coordinate distribution of items to volunteers. Serve as primary office contact in the absence of the DOM. Perform other duties as assigned. Travel is required. Attendance is an essential function of this job.

KNOWLEDGE, SKILLS, AND ABILITIES

Good organizational skills. Ability to handle telephone calls courteously and effectively. Effective verbal and written communication. Operate general office equipment. Conduct assessments and fact‑finding interviews. Investigate, analyze, and resolve complaints. Write reports. Deal effectively with people. Perform basic arithmetic calculations. Knowledge of basic investigative techniques. Knowledge of rules governing Ombudsman investigations and assessments. Collect and analyze evidence; use deductive reasoning. Analyze information and determine its validity. Write accurate investigative reports. Make independent decisions. Conduct thorough investigations. Maintain strict confidentiality. Establish and maintain effective working relationships. Apply agency policies, procedures, and programs. Communicate with others to obtain and verify information. Analyze and interpret written, numerical, and verbal data from various sources. Type and prepare reports and memoranda accurately and timely. Plan and organize to ensure work is completed in accordance with applicable laws, regulations, rules, and policies. Read, understand, and apply regulations and policy directives. Fulfill all ombudsman program certification and continuing education training requirements. Proficiency in Microsoft Office Suite and Windows 2000.

REQUIREMENTS

If selected, the applicant will be required to become a certified Ombudsman within the timeframe set by the employer. Travel is required. Operate a private motor vehicle for routine travel within the assigned service area. Adhere to all state and local driving laws and insurance regulations. Possess a valid Florida driver’s license. Successful completion of a Level 2 Criminal History Background Check is required.

BENEFITS OF WORKING FOR THE STATE OF FLORIDA

Participation in the Florida Deferred Compensation Plan (457‑b). State of Florida 401(a) FICA Alternative Plan (tax deferred). Pursuant to Florida Law, 110.211 F. S., the State of Florida is an EEO employer. #J-18808-Ljbffr State of Florida