Complaints Supervisor - Intake (FAA00632 Health Professional V)

Be BOLD and make a real difference . . .

Do you desire a career that provides you with opportunities to improve the world around you? The Colorado Department of Public Health and Environment (CDPHE) is seeking diverse individuals from all backgrounds to apply for a career position that makes a direct impact on improving the lives of Colorado citizens. Our mission is to advance Colorado's health and protect the places we live, work, learn, and play. Our vision is to create a healthy and sustainable Colorado where current and future generations thrive.

If your goal is to build a career that makes a difference, consider joining the dedicated people of the Colorado Department of Public Health and Environment. In addition to working with a great team and rewarding, meaningful work, we offer:

• Employee wellness programs and facilities

• Extensive internal professional development opportunities on a wide variety of subjects

• Distinctive career advancement opportunities throughout the State system

• Strong, yet flexible retirement benefits including a choice of the PERA Defined Benefit Plan or the PERA Defined Contribution Plan, plus optional 401K and 457 plans

• Medical and dental health plans

• Paid life insurance

• Short- and long-term disability coverage

• 11 paid holidays per year plus generous personal time off

• Mentoring program with opportunities for mentors and mentees

• Tuition assistance for college level courses including Masters degree programs

• Excellent work-life programs, such as flexible schedules, and  

• A variety of employee resource groups

• We are committed to increasing the diversity of our staff and providing culturally responsive programs and services. Therefore, we encourage responses from people of diverse backgrounds and abilities.

Some positions may qualify for the Public Service Loan Forgiveness Program. For more information, go to: https://studentaid.gov/manage-loans/forgiveness-cancellation/public-service.

The Work Unit:

The Health Facilities and Emergency Medical Services Division (HFEMSD) is responsible for the oversight and enforcement of a broad range of federal and state statutes and regulations applicable to a wide variety of healthcare facilities and services in Colorado, including hospitals, clinics, ambulatory surgical facilities, renal dialysis centers, emergency medical services providers, designated and non-designated trauma centers, long term care facilities and many other specific types of healthcare services. The division licenses, certifies and surveys healthcare facilities and services; provides patient safety and healthcare quality programs; recognizes emergency medical service (EMS) education programs; certifies EMS providers and licenses air and ground ambulance services operating within the state.

This work unit exists to: (1) protect the health, safety, and welfare of patients/residents of health care facilities in the state of Colorado, by evaluating and securing compliance of licensed and certified facilities and providers, utilizing applicable federal and state laws/regulations and professional standards of practice; and (2) to provide to the public information on health care facilities.

• Responsible for leading the development and daily operations of a newly established complaint intake unit.

• Plays a foundational role in building a high-performing team responsible for receiving, documenting, and triaging complaints regarding regulated health facilities.

• Overseeing complaint intake activities as well as for developing, implementing, and maintaining standardized Policies, Procedures, tools, and performance measures.

• Ensures the new unit operates with efficiency, consistency, and professionalism, while aligning with applicable laws, regulations, and internal expectations.

• Provides oversight to intake coordinators, ensures a customer-focused approach to handling complaints, and collaborates with investigations, legal, licensing, and other teams to support a seamless complaint lifecycle.

Residency Requirement:

Class Code & Classification Description: 

MINIMUM QUALIFICATIONS: 

Eight (8) years of relevant experience in an occupation related to the work assigned to this position.

OR

A combination of related education and/or relevant experience in an occupation related to the work assigned to this position equal to eight (8) years. 

Cover Letter Required:

Along with the application submit a cover letter, not to exceed two typewritten pages, double spaced detailing how your education and previous work experience has prepared you to excel in this job. Specific examples of determining and/or demonstrating compliance with regulations or evidence-based practice should be included as well as how you meet the minimum and preferred competencies for the position. Part of, or all of, the comparative analysis for this position will involve a review of the information you submit in your application and cover letter.

Conditions of Employment:

• A pre-employment background check

• Ability and willingness to travel independently or with a group of other health professionals up to 25% of the time throughout Colorado. 

• Must be willing to work in environments where contagious diseases may be present (appropriate personal protective equipment and procedural protocols will be provided). 

• Be available in the event of an emergency, (e.g., bio-terrorist attack, chemical attack, disease outbreak or all hazards) and be required to report to work immediately at the regular or alternate location. During this time, travel restrictions may be in place. 

• Be available in the event of the activation of the Continuity of Operations Plan (COOP) and be required to report to work immediately at the regular or alternate location. During this time, travel restrictions may be in place 

• Must be proficient in word processing and able to use current communication technology to connect to the office from the field.

• Must be vaccinated against COVID19. *See note below 

• Must be able to perform annual fit testing for N-95 masks, as well as complete annual training on donning and doffing of personal protective equipment (PPE). 

• Must be able to work occasional evening, night, weekend, or holidays depending upon circumstances of survey or complaint

• Must be able to lift and carry up to 45lbs. of equipment for extended periods of time.

• Must be able to walk or stand for extended periods of time including climbing multiple flights of stairs.

• Must be able to hold a tablet computer in a standing position.

• Once employed in this position, must successfully complete and apply all required surveyor training (unless training is unavailable) within the first six (6) months of service.

• Requires the use and operation of state fleet vehicles. **conditions apply

*Note: Fully Vaccinated means two (2) weeks after a second dose in a two-dose series of the COVID-19 vaccine, such as the Pfizer or Moderna vaccine, or two (2) weeks after the single-dose vaccine, such as Johnson & Johnson’s Janssen vaccine, as defined by the most recent State of Colorado’s Public Health Order and current guidance issued by the Colorado Department of Public Health & Environment 

** Conditions apply to use of fleet vehicles such as location and availability

Preferred and Essential Competencies:

• A pre-employment background check

• Ability and willingness to travel independently or with a group of other health professionals up to 25% of the time throughout Colorado. 

• Must be willing to work in environments where contagious diseases may be present (appropriate personal protective equipment and procedural protocols will be provided). 

• Be available in the event of an emergency, (e.g., bio-terrorist attack, chemical attack, disease outbreak or all hazards) and be required to report to work immediately at the regular or alternate location. During this time, travel restrictions may be in place. 

• Be available in the event of the activation of the Continuity of Operations Plan (COOP) and be required to report to work immediately at the regular or alternate location. During this time, travel restrictions may be in place 

• Must be proficient in word processing and able to use current communication technology to connect to the office from the field.

• Must obtain an influenza shot annually prior to the onset of the flu season or wear a mask while on facility/agency premises. *See exemption note below

• Must be vaccinated against COVID19. **See note below 

• Must be able to perform annual fit testing for N-95 masks, as well as complete annual training on donning and doffing of personal protective equipment (PPE). 

• Must be able to work occasional evening, night, weekend, or holidays depending upon circumstances of survey or complaint

• Must be able to lift and carry up to 45lbs. of equipment for extended periods of time.

• Must be able to walk or stand for extended periods of time including climbing multiple flights of stairs.

• Must be able to hold a tablet computer in a standing position.

• Once employed in this position, must successfully complete and apply all required surveyor training (unless training is unavailable) within the first six (6) months of service.

• Requires the use and operation of state fleet vehicles. ***conditions apply

*Religious and medical exemptions and reasonable accommodation shall be addressed as required by law pursuant to the Equal Employment Opportunity Commission’s vaccination guidance. 

**Note: Fully Vaccinated means two (2) weeks after a second dose in a two-dose series of the COVID-19 vaccine, such as the Pfizer or Moderna vaccine, or two (2) weeks after the single-dose vaccine, such as Johnson & Johnson’s Janssen vaccine, as defined by the most recent State of Colorado’s Public Health Order and current guidance issued by the Colorado Department of Public Health & Environment 

*** Conditions apply to use of fleet vehicles such as location and availability

Appeal Rights:

An applicant who has been removed from an employment list or removed from consideration during the selection process may request a review by the State Personnel Director.

As an applicant directly affected by the results of the selection or comparative analysis process, you may file a written appeal with the State Personnel Director.

Review of the completed, signed and submitted appeal will be timely on the basis of written material submitted by you, using the official appeal form signed by you or your representative. This form must be completed and delivered to the State Personnel Board by email at dpa_state.personnelboard@state.co.us within ten (10) calendar days from your receipt of notice or acknowledgement of the Department’s action.

A completed State of Colorado application includes:

• Unofficial transcripts if using education to substitute for experience. 

• If you are a veteran, a copy of your DD214 needs to be attached to your colorado.gov/jobs application.

• Cover letter stating how you meet the minimum requirements and preferred qualifications of this position.

The Selection Process:

All applications that are received by the closing of this announcement will be reviewed against the Minimum Qualifications in this announcement. Candidates who meet the minimum qualifications proceed to the next step. Colorado Revised Statutes require that state employees are hired and promoted based on merit and fitness through a comparative analysis process. Part of, or all of, the comparative analysis for this position may be a structured application review, which involves a review of the information you submit in your application materials by Subject Matter Experts (SMEs) against the preferred qualifications. A top group, up to six candidates, will be invited to schedule an interview with the hiring manager. E-Verify: CDPHE uses e-Verify, an Internet-based system, to confirm the eligibility of all newly hired employees to work in the United States. Learn more about E-Verify, including your rights and responsibilities. You must be legally eligible to work in the United States to be appointed to this position. CDPHE does not sponsor non-residents of the United States.

ADAAA Accommodations:

The State of Colorado believes that equity, diversity, and inclusion drive our success, and we encourage candidates from all identities, backgrounds, and abilities to apply. The State of Colorado is an equal opportunity employer committed to building inclusive, innovative work environments with employees who reflect our communities and enthusiastically serve them.  Therefore, in all aspects of the employment process, we provide employment opportunities to all qualified applicants without regard to race, color, religion, sex, disability, age, sexual orientation, gender identity or expression, pregnancy, medical condition related to pregnancy, creed, ancestry, national origin, marital status, genetic information, or military status (with preference given to military veterans), or any other protected status in accordance with applicable law. The Colorado Department of Public Health and Environment is committed to the full inclusion of all qualified individuals. As part of this commitment, our agency will assist individuals who have a disability with any reasonable accommodation requests related to employment, including completing the application process, interviewing, completing any pre-employment testing, participating in the employee selection process, and/or to perform essential job functions where the requested accommodation does not impose an undue hardship. If you have a disability and require reasonable accommodation to ensure you have a positive experience applying or interviewing for this position, please direct your inquiries to our ADAAA Coordinator, Dan McKenna, atdaniel.mckenna@state.co.usor call 303-692-2060, option 5.