Complaint Grievance Process Coordinator (Operations & Policy Analyst 2)

Application Deadline: Oregon Health Authority Complaint Grievance Process Coordinator (Operations & Policy Analyst 2) If this opportunity aligns with your strengths, background, and commitment to fostering inclusivity, we encourage you to apply! At the Oregon Health Authority (OHA), we value diversity and encourage applicants from all backgrounds and experiences to help us build a stronger, more equitable future for all. 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 inform program evaluation and continuous improvement efforts. It will be your privilege and responsibility to factor in the perspectives of diverse populations most harmed by social injustice and inequities including communities of color, immigrant groups, the disability and neurodivergent communities, veterans, older adults, individuals identifying as LGBTQIA+ and other communities that have been traditionally marginalized. These qualifications must be reflected in your application for consideration. A Bachelor's Degree in Business or Public Administration, Behavioral or Social Sciences, Finance, Political Science or any degree demonstrating the capacity for the knowledge and skills; and two years professional-level evaluative, analytical and planning work. If you have any of these, please let us know in your application. Experience supporting the development and implementation of policies and programs at the community, state, and/or national level that advance health equity, address systemic disparities, and elevate the voices of communities and individuals with lived experience. Experience of health services delivery systems, particularly the Oregon Health Plan (OHP), Medicaid administration in Oregon, Coordinated Care Organizations (CCOs), and related health and social service systems. Experience with regulatory processes, including experience analyzing, interpreting, and applying federal and state laws and regulations; specific knowledge of Oregon Administrative Rules and Oregon Revised Statutes is valued. Experience researching, investigating, and resolving complex complaints, grievances, appeals, or service concerns while balancing regulatory requirements, policy interpretation, and customer service principles. Experience fostering inter- and cross-agency collaboration and coordinating community-centered policies, programs, and continuous performance, quality, or process improvement initiatives. Experience evaluating and synthesizing quantitative and qualitative data to assess program effectiveness, identify trends, and support policy, operational, and quality improvement decision-making within health policy or healthcare service environments. Application Guidance Your candidate profile and application are your opportunity to showcase your skills and interest in this role. Attach your current resume that clearly outlines your education and work experience relevant to this position. · Before submitting, confirm that all required materials are included, and your Workday Job History is current. The information in your application will be used to complete an Equal Pay Analysis to determine salary placement upon hire. Equal Pay Analysis Webpage or click the “Apply” tab above to submit your application, following all submission requirements. · employee Workday login , following all submission requirements. Complete any pending tasks in Workday under “My Applications” prior to the application deadline. Check your email (including junk folder) and Workday inbox regularly for updates on your application. Eligible veterans and Oregon National Guard servicemembers (current and former) who meet the qualifications of the position will be awarded candidate preference. submitting your Veterans’ Preference documentation . Please download and save a copy of this job announcement and linked position description, as it is not available after the application deadline. medical, vision, and dental Optional benefits like life insurance, disability coverage, deferred compensation, and FSA options for health and childcare.

• Generous paid time off: 11 holidays, 3 personal days, monthly sick leave, and vacation accrual starting at 8 hours/month.
• Retirement security through

Public Employees Retirement System

• PERS)/ Oregon Public Service Retirement Plan
• Training and development opportunities

This announcement is for one full-time, permanent, SEIU represented, Complaint & Grievance Process Coordinator (Operations & Policy Analyst 2)position in Salem, Oregon. This is a (hybrid 5% in-office) position. “Employment is contingent upon a criminal records check and a driving records check that meets OHA criteria at the time of hire and throughout employment. The salary listed is the non-PERS qualifying range. The State of Oregon does not request or require your age, date of birth, attendance or graduation dates from an education institution during the application process. Unless explicitly approved, outside resources – including Artificial Intelligence (AI) tools – are not permitted during assessments or interviews. Phone (text friendly): (OHA provides reasonable accommodations under the ADA, which may include alternative formats of materials or language support. Workday Applicant FAQ | Facebook | LinkedIn | Veterans Resources | The Oregon Health Authority is an affirmative action and equal opportunity employer, committed to fair employment practices and pay equity for all employees. including race, sex, veteran status, disability, age, color, religion, national origin, marital status, or sexual orientation – Salary is determined through a fair review of your education, experience, and training as it relates to the position. OHA is an anti-racist organization working to eliminate health inequities and dismantle structural barriers that impact underserved communities. Join us in advancing our Strategic Plan and building a more equitable Oregon.