Complaint & Grievance Process Coordinator

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. 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. Minimum Qualifications: Any combination of experience and education equivalent to five years of professional-level evaluative, analytical and planning work experience. Desired Attributes: Experience supporting the development and implementation of policies and programs. Experience of health services delivery systems, particularly the Oregon Health Plan (OHP), Medicaid administration in Oregon, Coordinated Care Organizations (CCO. Experience with regulatory processes, including experience analyzing, interpreting, and applying federal and state laws and regulations. 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. Demonstrated ability to use strong oral and written communication skills with diverse audiences. 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.