This full-time, permanent Health Services Consultant 2 (HSC2) position is resides within the Division of Health Systems Quality Assurance (HSQA), in the Office of Customer Service’s Customer Call Center.

Make a difference.

As a Customer Service Center Lead (HSC2) you will:

• Serve as a journey-level professional, promoting and assisting with all aspects of health profession and facility licensing and regulatory activities.
• Providing technical consultation and assistance to health services providers and staff for health provider licensing and discipline, public health programs closely linked to the Department’s mission.
• Coach, mentor, train, and serve as a technical consultant on difficult questions and complex, non-standard regulatory legislation and policy.
• Recommend ways to improve the efficiency of operational processes within and between workgroups, agencies, and partners.

Responsibilities include, but are not limited to:

• As part of a high performance team, providing technical consultation and assistance to health service providers, agency staff and the public about HSQA public health programs and policies.
• Providing expertise, support, and guidance to front-line staff in resolving complex inquiries and issues.  
• Identifying complex, irregular inquiries, and issues. Providing recommendations for resolution.  

Join a great team and lead us into the future

The Health System Quality Assurance Division helps prevent injuries, develop health systems, and improve patient safety by working closely with communities and local health partners. Our over 500 employees regulate and support more than 463,000 health professionals in 83 health professions and 11,000 health groups and programs.

The HSQA’s Office of Customer Service goals include:

• Improved patient safety.
• Increased public confidence in our ability to protect public health, through approaches to system improvements, clear lines of authority, and accountability.
• Increased span of control for supervisors.
• Seamless and efficient delivery of services.

This position provides assistance to healthcare practitioner and healthcare facility renewals, applications, verification of credentials, disclosure of public records, and the disciplinary process, which ties directly to improving patient safety and fostering access to healthcare in Washington State.

The duty station for this position is in Tumwater, WA. Telework (mobile-work) is currently expected. When required for business needs, the incumbent will be expected to report to the duty station for work activities, including training, meetings, or front counter coverage. 

Required Qualifications

Note: Experience defined below 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 experience resolving customer inquiries, problems or complaints.
• Three (3) or more years of experience applying organizational skills, including the ability to handle many detailed tasks or projects simultaneously within specific timeframes or deadlines.  
• One (1) or more years of experience preparing correspondence and answering telephones daily in a high production office environment.
• One (1) or more years of experience assisting health professions or facilities related customers using the Integrated Licensing and Regulatory System (ILRS) database.

AND,

Experience using standard office software including the following:

• 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, use spell check, and create bulleted 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.

Note: Prior to a new hire, a background check including criminal record history will be conducted. Information from the background check will not necessarily preclude employment but will be considered in determining the applicant's suitability and competence to perform in the position. 

About Washington State Department of Health

Our programs and services help prevent illness and injury, promote healthy places to live and work, provide information to help people make good health decisions and ensure our state is prepared for emergencies. To accomplish all of these, we collaborate with many partners every day. We help ensure a safer and healthier Washington by: Working to improve health through disease and injury prevention, immunization, and newborn screening Providing health and safety information, education and training so people can make healthy choices Promoting a health and wellness system where we live, learn, work, play and worship Addressing environmental health hazards associated with drinking water, food, air quality and pesticide exposure Protecting you and your family by licensing healthcare professionals, investigating disease outbreaks and preparing for emergencies

Connections working at Washington State Department of Health