Complaint Grievance Process Coordinator (Operations & Policy Analyst 2)

Role overview

Key responsibilities

• Assess operational barriers, risks, and trends, and implement process and workflow improvements.
• Coordinate operational planning and improvement activities for the OHP Complaint Resolution Team.
• Apply policies, administrative rules, and state and federal requirements to guide consistent case handling.
• Use professional judgment to interpret policy, address complex or escalated complaints, and monitor performance metrics.
• Escalate broader policy or system issues to the process administrator or Medicaid leadership.
• Conduct quality assurance; refine procedures and training materials; and coordinate staff training.
• Manage complaint tracking systems and required records, analyze operational data, and prepare reports for evaluation and improvement.
• Consider perspectives of communities affected by social injustice and inequities.

Minimum qualifications

• Bachelor’s degree in a listed relevant field or another degree demonstrating the required capacity, plus two years of professional-level evaluative, analytical, and planning work.
• Alternatively, an equivalent combination of education and experience totaling five years.

Desired attributes

• Experience advancing health equity and addressing systemic disparities through policy or program work is desired.
• Health service delivery experience, especially with OHP, Oregon Medicaid, or Coordinated Care Organizations, is desired.
• Regulatory analysis and application experience is desired; knowledge of Oregon Administrative Rules and Oregon Revised Statutes is valued.
• Experience resolving complex complaints, grievances, appeals, or service concerns is desired.
• Cross-agency collaboration, process improvement, and accessible, inclusive communication experience are desired.

Salary range

• The posted salary range is $5,458 to $8,352 monthly.